Digital First Customer Success Director

Join Corsearch as the Director of Digital First Customer Success. In this strategic role, you will lead a team focused on retaining and growing our smaller ARR customers. You will design automated customer communications, monitor customer health, and contribute to net revenue outcomes. Your innovations will be adopted across the broader customer success organization.

• Construire et diriger la fonction responsable de la rétention et de la croissance des clients à ARR plus faible de Corsearch à grande échelle.
• Concevoir les parcours automatisés qui maintiennent les clients informés et engagés, et agir en tant que leader d'opinion interne de Corsearch sur le service client numérique.
• Assurer le bon fonctionnement de l'équipe, surveiller les signaux de santé, identifier les risques tôt et intervenir avant que le désabonnement ne devienne inévitable.
• Credible cross-functional partner: CS Ops, Product, and Sales will need to trust and work with you closely
• Strong team leadership: you can build and develop a team that operates with consistency and commercial intent at scale
• 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)
• Exceptional stakeholder management: you can hold authority in customer conversations and earn trust quickly with internal teams
• 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
• 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
• Exposure to product-led growth (PLG) motions or in-app engagement as a CS lever
• Experience in brand protection, IP, legal tech, or compliance-adjacent SaaS
• Experience building scaled CS programmes in a PE-backed, transformation-stage business where efficiency is a genuine constraint
• Familiarity with AI-assisted tooling in a CS context — whether that is conversational AI, automated risk scoring, or LLM-assisted communication