Enterprise Customer Success Manager

Opening

We are looking for an Enterprise CSM to join our team at Didomi's London office as we help global brands improve their digital brands’ performance, grow ad revenue, and reduce privacy compliance risk. You will support our whole suite of privacy products.

In this role, you will own and grow a portfolio of enterprise-level accounts, manage senior client relationships, deliver new client training and product demos, support integration on client properties, work collaboratively with teams across the company to relay client feedback, and more.

As the strategic lead for your enterprise accounts, you will act as the primary point of contact for key stakeholders, build long-term account plans that align our products to each client's commercial objectives, and coordinate cross-functional resources to deliver against them.

Job Responsibilities

• Own and manage assigned relationships within our growing portfolio of clients across the UK and Ireland
• Serve as the strategic lead for enterprise-level accounts, building tailored account plans, driving retention and growth, and managing senior and executive stakeholder relationships
• Lead regular business reviews for enterprise clients, tracking commercial outcomes against agreed objectives and identifying opportunities for expansion
• Provide world-class service through a variety of activities, including new client trainings and walkthroughs, technical support, and business reviews
• Capture and share product feedback with our engineering and product teams
• Demonstrate an interest in gaining technical expertise related to our products and offerings
• Report to the client services team to establish and meet account management goals and objectives
• Interpret data insights from our platform to recommend improvements and changes that will yield positive results for clients
• Stay up to date with the changing landscape of data privacy regulations

Qualifications

• Significant experience working in a client-facing services role, ideally managing enterprise or strategic accounts
• Exceptional client management skills, including experience engaging senior and executive stakeholders
• Strong project management experience
• Ability to manage conflicting priorities and meet deadlines
• Demonstrates a high degree of initiative and ownership
• Exceptional written and verbal communication skills
• Ability to be flexible and adaptable in high-intensity situations
• Enthusiasm for working in a cross-cultural team with clients across multiple countries

Technical & Analytical Skills

• Basic understanding of digital advertising and operations
• Ability to understand technical concepts and components of digital websites
• Experience using complex datasets to track performance trends, identify anomalies, and determine root causes
• Experience running analyses and presenting insights back to clients in a clear and meaningful way

Nice to Have

• Experience using client-facing tools such as Zendesk, Slack, and HubSpot
• Experience using internal tools such as Salesforce, Planhat, and Jira
• Experience with JavaScript, HTML, and CSS (strongly encouraged)
• Customer-facing experience with publishers or digital media companies
• Experience using AI productivity tools

Recruitment process

• HR Screen (15 minutes)
• Hiring Manager Interview with our Director, Customer Success United Kingdom (30 minutes)
• Interview with our VP of Client Services & Global Enterprise (30 minutes)
• Take-home Case Study
• Case Study Presentation
• Final Interview with a Founder (30 minutes)