Customer Success Renewal Manager Customer Success · Manchester, London Bridge ·

dotdigital; Manchester; On-site; GBP 25,000 - 45,000; Full time

Job description

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

We are searching for a highly motivated and talented Renewal Specialist to become a core member of our Customer Success Team. You will play a pivotal role in orchestrating a successful and timely renewal process for our smallest spending Dotdigital customers (typically sub £350), ensuring a seamless continuation as their current contract expires and they move to a new contract. You will offer an outstanding customer experience, ultimately contributing to the growth and retention of our customer portfolio within your assigned customer accounts.

Key Responsibilities:

• Proactively manage the end-to-end renewal process for assigned customer accounts, ultimately increasing the renewal rate and reducing (gross) churn.
• Work on upcoming renewals and engage with customers 90 days in advance to secure timely renewals and facilitate any internal approvals needed.
• Prepare renewal quotes and contracts, ensuring accuracy and compliance with company policies.
• Negotiate contract terms and pricing within your assigned accounts to achieve win-win agreements.
• Work alongside our team of Customer Success Executives and Product Experts to ensure your customers' day-to-day queries are managed effectively and in a timely manner.
• Proactively move customers off our legacy plans and onto our current packages.
• Collaborate with customers to address any objections or concerns related to renewals.
• Accurately forecast renewals and key metrics in a timely manner to the management team.
• Utilise data and reporting tools to track renewal performance and identify at-risk accounts.
• Identify opportunities for efficiency gains to improve existing processes.
• Achieve renewal quotas and objectives.
• On-time renewals.
• Support business with ad-hoc initiatives.
• Work closely with other internal stakeholders to ensure a coordinated approach to renewals.
• Identify any add-on or cross-sell opportunities and facilitate a conversation with the customer to push the deal over the line.
• Communicate with customers about the features and value of Dotdigital, our products, and our available finance options.

About You

• Ideally 1 year plus of renewals experience in a SaaS environment.
• Proven ability to manage ambiguity and navigate an evolving organisation.
• Proven ability to work independently and collaborate effectively.
• A resilient and driven individual with a strong desire to be successful, looking to progress through our Customer Success function.
• Outstanding verbal and written communication skills with the ability to present to a diverse audience, both internally and externally.
• Talent for building solid relationships with internal and external stakeholders.
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent organisational skills and attention to detail.
• Critical thinker who can help create and improve processes.
• Strong problem-solving, organisation, and negotiation skills.
• Ideally familiar with MEDDPICC methodology.

Interview Process

• 15min Screening Call with Team Talent.
• 30min Interview with the Head of Customer Success - Retention.
• 1 hour Interview with the Customer Success Team.
• 1 hour final interview with a task.

Some of Our Global Benefits

• Parental leave.
• Medical benefits.
• Paid sick leave.
• Dotdigital day.
• Share reward.
• Wellbeing reward.
• Wellbeing Days.
• Loyalty reward.

DEI Commitment

As an equal opportunities employer, we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application, then please don't hesitate to contact us and advise us how we can best support you.

Legal Statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.