Digital Client Success Manager

The Digital Client Success team is a global, agile, self-organising team whose mission is to drive the digital journey for our clients and deliver a seamless, world-class customer experience. As a Digital CSM with Emarsys, you will develop and manage client relationships across engagements, acting as a commercial point of contact and responding to client queries, whilst performing account reviews, risk assessments and renewal opportunity management, with ultimate responsibility for satisfaction, retention, and growth. This is a customer facing role that seamlessly blends commercial elements with both conceptual and operational responsibilities and is perfect for someone who wants to work in a fast-paced SaaS business, understands what a fully digital / automated customer experience means, and is passionate about being part of the digital transformation journey. Responsibilities

• Act as a key point of contact for a shared portfolio of Digital Segment clients, proactively managing their commercial requests and effectively handling outbound communications regarding product development and marketing initiatives
• Leverage growth opportunities by working with Client Success Leadership and Growth Consultants to evaluate potential up-sell opportunities and increase revenue generation
• Identify opportunities to streamline client operations through the integration of the Emarsys platform, focusing on automation and workload reduction
• Provide timely updates to clients on the progress of ongoing projects with the aim of meeting and exceeding assigned Service Level Agreements (SLAs)
• Monitor contract renewals in Salesforce (SFDC), strategise retention tactics and manage timelines to ensure prompt service and secure long-term revenue through timely contract extensions
• Act as an escalation point for customer-specific issues, identifying potential risks and working with team members and internal departments to develop effective mitigation plans
• Prepare and present customer facing proposal documents, ensuring quotes and orders are accurately reflected in SFDC through pipeline management
• Manage customers at scale, optimising operations and working on multiple projects concurrently
• Maintain operational excellence by adhering to established processes, systems and documentation protocols
• Become an Emarsys expert to Partners and SAP teams
• Collaborate effectively with team members daily to align priorities and ensure seamless operations
  
  Fluency in English & French (both written and spoken) is required - with plus points for German and / or Spanish
• A highly energetic and motivated individual with a strong passion for marketing and technology, particularly in the digital space
• The ability to thrive in a fast-paced, high-growth environment, demonstrating adaptability and resilience
• A customer-centric mindset with a strong focus on problem-solving and a high level of accountability and commitment to your work
• Excellent communication, relationship management and negotiation skills with the ability to present to senior management
• Experience of working with a global team and a multilingual customer base is preferred, and the willingness to work within a predefined set of actions is required
• The ability to embrace change, think strategically and make complex decisions under pressure is essential
• We value a process- and task-oriented approach, with an emphasis on organisation and meticulous attention to detail
• A strong understanding of Software as a Service (SAAS) is highly valued
  
  Why you'll love it here
• A growing company with an international presence, innovative outlook and a strong market position, blending the best parts of a start up' mentality with the security (and resources) of an established multi-national
• The opportunity to contribute to a bespoke, complex and successful product, focused on innovation
• A learning environment, heavy on personal and professional development that allows you to both learn from some of the best in the industry and own your own career
• An inspiring and team-oriented culture, working alongside talented, friendly and passionate people where success is supported and celebrated as a collective
• A commitment to remote / hybrid and trust based working, with access to 2 floors in The Scalpel building for a dedicated space to work, socialise, hold meetings and enjoy amazing views
• Competitive salary plus additional performance related rewards
• 25 days' annual leave and an extra day off for your birthday
• 2 Community Impact days per annum
• Enhanced maternity leave and paternity policies
• Comprehensive benefits : pension scheme, private health care and cash plan options, subsidised gym membership, life cover and many more.
• Exclusive membership to Perkbox - an innovative discount platform for local and national businesses including offers on cinema tickets, travel, gifts, dinner, coffee and more
At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.