Customer Success Manager

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We are looking for an experienced Customer Success Manager to join our team!

This role includes managing post-sales customer activity, with responsibility for customer retention, success, and growth, while strengthening the overall relationship with existing customers. The Customer Success Manager will deliver against financial targets, focussing on expansion within existing accounts of an established client base as well as focusing on renewing contracts for the longevity of client partnerships.

We are looking for applicants with a SaaS sales background (e.g. Email Service Providers, ecommerce platforms and System Integrators, CRM etc.) and experience, with a consultative approach, listening and understanding where dotdigital can help their business, coupled with negotiating skill. You will be answering technical queries and handling objections, so while a background in email marketing is not essential, an awareness of its principles is beneficial.


  • Manage a portfolio of clients, with an active sales pipeline with a focus on retention and upsell.
  • Create, identify and qualify selling opportunities by maintaining regular contact with your clients.
  • Be in contact with all of your clients through phone calls and meetings, at least once a month
  • Provide the highest levels of customer service.
  • Collaborate with other teams including Support, Client Services and Corporate Sales.
  • Maintain accurate and up to date records in our CRM system.
  • Continually develop your industry knowledge and demonstrate commercial understanding.
  • Develop strategic growth plans for key accounts in your portfolio.


Required Skills:

  • Proven success in a target-driven client-facing role within the tech-sector.
  • Ability to develop a portfolio of accounts, elicit and build upon new referrals.
  • Ability to learn new platform functionality and demonstrate features with confidence.
  • Strong written/verbal communication skills.
  • Organised and efficient.
  • Personable, confident and outgoing; a proven ability to build rapport.
  • Ability to excel in team-based environment.

Additional information

  • Remote status

    Fully remote

Or, know someone who would be a perfect fit? Let them know!

333 7th Ave
10001 New York Directions

Los Angeles

90012 Los Angeles Directions

Workplace & Culture

It all started in a pub in Croydon, UK – we even have the original tables and stools in our London Bridge HQ. Today, we’re a growing global business with 350+ employees and counting. So if you’re interested in becoming part of the dotfamily there may be an opportunity for you.

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