Dylan Dorbie
London
Summary
Highly driven Customer Success professional with 5+ years of experience in B2C/B2B sales and marketing. Proven ability to exceed client KPIs and drive growth through strategic guidance, PPC expertise, and strong stakeholder relationships. Skilled in time management, problem-solving, and leveraging data-driven insights to deliver measurable success and enhance customer satisfaction.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Events assistant
Clownfish Events
Chessington, Surrey
07.2025 - Current
- Communicated with team members for efficient task distribution.
- Provided administrative support as needed, contributing towards smooth operation of office duties related to event planning.
- Coordinated event setup, ensuring professional presentation.
- Worked closely with vendors to ensure quality of service and products delivered at events.
- Sorted out last-minute changes efficiently to ensure seamless running of events.
- Assisted guests during the event, enhancing overall experience and satisfaction.
Account Manager
GoStudent
London
02.2025 - 07.2025
- As an Account Manager at GoStudent I build and maintain strong relationships with students and their families, ensuring customer satisfaction, supporting academic goals, and identifying opportunities to upsell tutoring packages, driving retention and growth through personalised communication and service excellence.
- Achieved the highest CSAT score in the UK team, by hitting above 90% by ensuring that I uphold the highest quality of tutoring and platform experience for the parents and students I enrolled onto GoStudents membership.
- Executed strategic management of HubSpot to ensure effective outreach to hot leads and consistent follow-up with existing customers during 200-minute daily call sessions.
- Drove a high retention rate by upholding a significantly low churn rate of >5% by ethically pitching and winning customers and enrolling into tutoring packages which met their needs, whilst resolving any tutoring / platform issues promptly.
Account Strategist
Google
Dublin
04.2021 - 04.2024
- Managed $12 million in annual revenue while building strong client relationships by understanding their business challenges, marketing goals, and success metrics. Collaborated with stakeholders to deliver high-quality projects on time. Drove business growth by presenting Google advertising solutions and providing data-driven recommendations with clear, actionable insights.
- Achieved 100%+ in sales quota in 11 out of 12 quarters by driving annual revenue growth, increasing product adoption, and improving customer retention across a portfolio of 120 SMBs.
- Chosen from 45 tenured sales reps in the UK & Ireland team to mentor two onboarding sales reps, enhancing team performance by leveraging strong interpersonal and sales expertise. Leading to their +100% attainment for the 6 month duration of the mentorship program.
- Won the UK & Ireland Customer Showdown competition twice by outperforming the market sales team with compelling presentations of customer success stories to C-level stakeholders, showcasing strategic communication and client impact.
- Increased team product adoption OKR by 11% QoQ by leading the AI-based bidding pillar, conducting training sessions, co-pitches, and incentives, while developing a top-opportunity dashboard to drive engagement and adoption.
- Grew customer retention by 34% in Q4 2022 by partnering with ad agencies to conduct deep-dive sessions, delivering tailored solutions that directly supported clients in achieving their KPIs.
- Resolved 100's of customer issues related to measurement, policy, and bugs by partnering with the Technical Solutions team, accurately filing cases with concise information, and ensuring timely resolution, strengthening trust between customers and the platform.
- Drove long-term sustainable growth for key brands, including Billionaires Boys Club, SpreadEx, and Goose & Gander, by collaborating with the internal accelerated growth team to devise and present a concrete growth strategy, resulting in its successful in-person implementation.
Digital Marketing Apprentice
Google
London
10.2019 - 01.2021
- Played a key role in the successful partnerships between Google and major clients such as Nestlé, L'Oréal, and LVMH. Led critical projects within the insights team while achieving the highest grade Distinction in my Digital Marketing Apprenticeship.
- Mitigated ROI losses on multi-million-dollar campaigns for Nestlé, L'Oréal, and LVMH by guiding 18,000 marketers in developing a real-time consumer behaviour trends dashboard, enabling data-driven decisions across 25 key markets.
- Validated YouTube's brand safety credibility (~99%) by rigorously evaluating 1,500 Nestlé ad impressions against Brand Safety Guidelines, resulting in the approval of a $3M video ad budget for the US market.
- Enhanced campaign performance and agency efficiency by developing and distributing 50+ performance reports using a best practice index, improving trust and rapport with agency partners and optimising key campaigns for greater ROI.
- Enhanced the workflow of a 60-member global team by reducing the time to access relevant information and resources by 34%, through creating and maintaining an internal team website as a centralised source of truth, enabling faster project delivery.
Education
L3 Digital Marketing Qualification - Digital Marketing
Multiverse
London 10.2019 - 01.2021
A level - Media Studies, Business Studies, Psychology
Glenthorne High School - Sixth Form
09.2016 - 07.2018
GCSE - Maths, English, Science, Media Studies, Geography
Glenthorne High School
09.2011 - 06.2016
Skills
- Project Management
- Customer Success Management
- Strategic Planning
- Negotiation
- Stakeholder Management
- Problem Solving
- Digital Strategies
- Data Analysis
- Experience with crm systems
- Digital marketing expertise
- Team coordination
- Time efficiency
- Collaboration
Certification
- BCS Level 3 Award in Digital Marketing, BCS, The Chartered Institute for IT, 2020-04-01
- Level 3 Award in Principle of Coding, BCS, The Chartered Institute for IT, 2020-04-01
- Google Analytics Individual Qualification, Google, 2020-03-01
- Google Search Certification, Google, 2020-08-01
- Google Digital Garage, Google, 2019-01-01
- Hubspot Social Media Marketing Certification, Hubspot Academy, 2025-01-01
Timeline
Events assistant
Clownfish Events
07.2025 - Current
Account Manager
GoStudent
02.2025 - 07.2025
Account Strategist
Google
04.2021 - 04.2024
L3 Digital Marketing Qualification - Digital Marketing
Multiverse
10.2019 - 01.2021
Digital Marketing Apprentice
Google
10.2019 - 01.2021
A level - Media Studies, Business Studies, Psychology
Glenthorne High School - Sixth Form
09.2016 - 07.2018
GCSE - Maths, English, Science, Media Studies, Geography
Glenthorne High School
09.2011 - 06.2016