Digital First Customer Success Director, Corsearch

• Demonstrated experience running a digital or scaled CS function in a B2B SaaS, or hybrid SaaS/services environment, you have managed scaled books and know what good looks like
• Hands-on experience designing and deploying automated lifecycle communications, with a working understanding of the tooling (e.g. Planhat, Gainsight, HubSpot, Intercom, or equivalent)
• Data-driven operating style: you use health scores, engagement signals, and usage data to prioritise your team's time and to identify risk before it becomes churn
• Strong team leadership: you can build and develop a team that operates with consistency and commercial intent at scale
• A genuine innovator, you are curious about AI's role in CS, you have ideas about how it should be used, and you can move from concept to implementation
• Credible cross-functional partner: CS Ops, Product, and Sales will need to trust and work with you closely
• Exceptional stakeholder management: you can hold authority in customer conversations and earn trust quickly with internal teams

Desirable

• The Director of Digital First Customer Success will build and lead the function responsible for retaining and growing Corsearch's smaller ARR customers at scale
• It is a strategic bet that the right combination of proactive health monitoring, automated lifecycle communications, and AI-driven tooling can deliver a customer experience that is both commercially excellent and scalable
• You will lead a team of CSMs managing high-volume books of business, design the automated journeys that keep customers educated and engaged, and act as Corsearch's internal thought leader on digital CS
• The innovations you develop here will not stay within your segment: the expectation is that the playbooks, automations, and tools you build will be adopted across the broader CS organisation
• Take full accountability for GRR, customer health, and advocacy outcomes across the smaller ARR book
• Ensure your team operates proactively, monitoring health signals, identifying risk early, and intervening before churn becomes inevitable
• Build a commercial mindset within the team: identifying expansion signals, surfacing them to the right stakeholders, and contributing to net revenue outcomes
• Design automated customer communications across the full lifecycle: onboarding, activation, adoption, renewal, and re-engagement
• Ensure every automated touchpoint is purposeful, educating customers on product value, surfacing relevant features, and reinforcing the ROI of their Corsearch investment
• Partner with CS Ops to build and maintain these workflows in the right systems, with the right triggers, tracking, and feedback loops
• Continuously test, measure, and improve communication performance — open rates, engagement, and downstream health impact
• Develop a team of CSMs who are comfortable operating in a high-volume, data-driven, digitally augmented environment
• Build a team culture that values precision, proactivity, and continuous improvement, not reactive firefighting
• Create clear capacity models and account allocation frameworks that allow the team to grow the book without sacrificing customer experience
• Act as the performance standard-setter: coaching on health signal interpretation, customer communication quality, and commercial awareness
• Lead from the front, personally engaging with customer stakeholders managing escalations with authority and judgement
• Work with CS Ops to develop and test scalable, AI-augmented where appropriate, CS approaches
• Build playbooks and tooling that do not stay within your segment: design with portability in mind so that what works at scale can be adopted across the full CS team
• Bring external perspective to the role — stay current on best practice in digital CS, PLG motion design, and CS automation, and bring that thinking into Corsearch
• Partner with Product to ensure the platform surfaces the signals your team needs to operate proactively at volume
• Work closely with CS Ops as a primary partner for workflow design, tooling implementation, and automated communication infrastructure
• Collaborate with CSM vertical leads to ensure consistency of customer experience across segments and to share digital CS innovations
• Contribute to CS leadership discussions on overall segment strategy, capacity planning, and the long-term shape of the team
• ✅ How success is measured
• Time to Value: Average days from contract signature to first value milestone
• Customer Health Score: Average and distribution of health scores across your book, with particular attention to early risk identification and time-to-intervention
• Customer Advocacy: NPS, reference-ability, G2 reviews, and public case studies
• Efficiency improvement over time: As the programme matures, the expectation is that automation absorbs incremental volume, freeing human capacity for higher-value interventions rather than simply adding headcount