Senior Director of Customer Success Operations and Enablement, Corsearch
Intelligent trademark & brand protection solutions
Job no longer available
Intelligent trademark & brand protection solutions
1001+ employees
Job no longer available
1001+ employees
Company mission
To revolutionise how companies commercialise and protect their growth.
Role
Who you are
- The ideal candidate is passionate about the customer and a data-driven strategist with deep experience in optimising the entire customer lifecycle
- Progressive experience in Customer Success or Customer Operations within a B2B SaaS environment
- Proven track record of driving improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through operational efficiencies
- Demonstrable experience designing, implementing, and scaling customer lifecycle processes on a global level within a large organisation
- Expert-level proficiency with CS platforms like Planhat and CRMs like Salesforce is essential
- Proven track record of successfully enabling a global team by rolling out new processes, playbooks, and systems that measurably improve performance and adoption
- Exceptional communication, presentation, and training skills with the ability to translate complex processes into clear, actionable guidance
- A natural people coach with proven experience building and leading high-performing, geographically distributed teams
- Strong analytical skills with the ability to translate data into a compelling strategic narrative
- Outstanding communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders across all levels and functions of the business
What the job involves
- We are seeking a visionary and results-oriented Senior Director of Customer Success Strategy & Operations to lead our global CS Ops function
- This pivotal role is responsible for building the scalable infrastructure—uniting people, processes, and technology—that empowers our Customer Success teams to deliver exceptional customer experiences and drive world-class Gross and Net Revenue Retention (GRR/NRR)
- You will be directly responsible for transforming strategy into action, equipping our CSMs with the playbooks, workflows and training needed to embed best practices into their standard day
- You enjoy being hands-on with CSM enablement, ensuring that the processes are successfully adopted and executed and that they have the tools, insights and best practices needed to work smarter to create strong, lasting customer partnerships
- Partner with the SVP, Customer Partnerships to define and execute the strategic vision for Customer Success Operations
- Lead, mentor, and develop a CS Operations team, fostering a culture of continuous improvement, curiosity, and collaboration
- Drive business transformation and cultural change initiatives that align the entire company around the customer journey
- Develop and maintain strong, collaborative relationships with diverse stakeholders across the organization, including executive leadership, sales, marketing, and product teams, to ensure alignment and drive customer success initiatives
- Design, implement, and continuously optimise the end-to-end customer lifecycle, from onboarding and adoption to renewal and advocacy
- Standardise and scale global post-sales processes to drive operational efficiency, predictability, and a first-class customer experience
- Identify and eliminate friction points in the customer journey by mapping processes and leveraging data-driven insights
- Track and report on key performance metrics, including Time-to-Value, customer health, and the frequency and quality of customer touchpoints
- Own the end-to-end enablement strategy for the Customer Success team for all new processes and playbooks and ensure they are effectively implemented and adopted
- Develop and maintain a central library of enablement materials, including process documentation, workflow guides, customer-facing templates, and best-practice playbooks
- Lead practical, hands-on training sessions and workshops to ensure the team is proficient with new workflows and our Customer Success Platform (Planhat)
- Measure the effectiveness and execution of rolled-out initiatives, establishing feedback loops to continuously improve both the processes and the enablement programs
- Act as a change management champion, ensuring the team understands the "why" behind new initiatives to drive enthusiastic adoption
- Champion the voice of the customer across the organisation by partnering with Marketing to create and manage a standardised customer feedback program
- Develop and manage a robust customer health scoring system to proactively identify risk and opportunity within the customer base
- Own and enhance the Customer Success Platform (Planhat), driving its adoption and maximising its value across the team
- Work closely with Revenue Operations to ensure data integrity and alignment across all internal systems to provide a single source of truth for all customer-related data
- Equip the CS team with the data, dashboards, and reporting they need to manage their portfolios effectively
Application process
- We usually respond within three days
Salary benchmarks
Our take
The internet has radically transformed the business landscape, creating new challenges for companies trying to protect their intellectual property. As brands face increasingly complex issues related to safeguarding their assets, Corsearch has stepped in with a suite of tools designed to secure brand value. offering everything from data and analytics to professional consulting.
In 2021, Corearch took a major leap forward when private equity firm Astorg acquired the company. This buyout sparked a period of significant growth, marked by strategic leadership hires, product development, and key acquisitions. These moves have paid off, positioning Corsearch as a leader in brand protection.
Now, as Corsearch looks to the future, it faces the challenge of staying ahead in an ever-evolving market. To maintain its competitive edge, the company is focusing on integrating the latest technologies, particularly those developed by AI-powered, venture-backed startups. By embracing these innovations, Corsearch is poised to continue its leadership in brand security and IP protection.
Freddie
Company Specialist at Welcome to the Jungle
Insights
14% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
Abel Clarke
(CEO)Abel was CEO of Cision, a global leader in PR, IR, marketing and social media management technology and intelligence. Previously, Abel was the CEO and Chairman of TruSight, a startup backed by leading financial services companies and focused on third-party risk management, and prior to that, they were the Global Managing Director of Thomson Reuters' $5.5 billion Financial Division.
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