Digital Customer Success Lead in Brighton

At BrightLocal, our mission is simple: empower businesses to grow locally. We do this by making growth simple by removing the complexity of local search marketing, enabling local businesses to rise above their competitors and win new customers. We turn data into action through AI-powered insights, expert guidance, and hands-on support that help businesses make the right decisions.

We’re looking for a Digital Customer Success Lead to help us build, shape, and scale BrightLocal’s digital-first Customer Success function. This is a pivotal role where you’ll define how we deliver proactive value to a large portfolio of customers through a pooled, data-driven success model. You’ll combine automation, smart segmentation, and engaging digital programs to drive adoption, retention, and growth, all at scale. As the function matures, you’ll not only manage your own customer pool but also lay the foundations for future leadership within Digital Customer Success.

• Customer Success Leadership
  • Partner with the Head of Customer Success to define the digital CS strategy, including segmentation models, engagement journeys, and automation frameworks.
  • Lead the development and iteration of digital playbooks, success programs, and workflows to optimise efficiency and scalability.
  • Act as a subject-matter expert and advocate for digital-first customer engagement across the wider CS team and business.
  • Lay the foundations for future line management within the Digital CS function, including defining roles, shaping team structure, and preparing to lead, develop, and manage a Digital CSM team as the function scales.
• Management of customers using a data-driven, programmatic approach.
  • Use automation tools (email workflows, success playbooks, surveys, health scoring, and product usage insights) to identify and engage at-risk or growth-ready accounts.
  • Collaborate with Support to triage issues efficiently, ensuring seamless handoffs between reactive support and proactive success.
  • Design and run digital customer engagement programs such as onboarding webinars and video guides, quarterly “Ask Me Anything” or “Feature Deep Dive” sessions, and scaled renewal and adoption campaigns.
• Cross-Functional Collaboration
  • Partner with Marketing and Product to create educational content, such as newsletters, product tips, and success stories.
  • Partner with Revenue Operations to define, implement, and maintain end-to-end customer journey tracking and the supporting data infrastructure.
  • Partner with the Customer Excellence Lead to ensure customer insight meaningfully shapes priorities and decisions across the business.
  • Represent the “voice of the digital customer,” surfacing feedback, usage trends, and opportunities for improvement in both product and process.
  • Collaborate with Sales and Finance to improve renewal forecasting and expansion pipeline visibility.
• Operational Excellence
  • Track and report on key metrics such as customer health scores, adoption rates and NPS, identifying opportunities and making recommendations for improvements.
  • Identify opportunities to automate repetitive processes and enhance the digital experience through new tools or integrations.
  • Support high-touch Enterprise CSMs during overflow periods or account transitions when needed.

• Salary: Dependent on experience
• Bonus: Up to 20% (10% company + 10% team performance)
• Growth units (Global long-term incentive plan)
• Hybrid working: 2 days a week in our Brighton office
• Flexible hours: 30–37.5 hours per week considered
• Holiday: 25 days + bank holidays + your birthday off
• Duvet Days: 3 per year
• Learning & Development: £1000 annual personal budget + additional opportunities

• Scaled Customer Success Experience: Proven experience managing large customer portfolios through pooled or digital-first success models, or in CS Operations roles building the systems, data, and processes that enable proactive engagement at scale.
• Leadership & Mentorship: Experience coaching, mentoring, or informally leading peers in fast-paced, growth-focused environments, with the potential to step into future people leadership.
• Digital Program Design: Demonstrated ability to design, launch, and continuously improve digital engagement programs, playbooks, and automated customer journeys that drive adoption and retention.
• Data-Driven & Tool-Fluent: Strong analytical capability with hands-on experience using CS and automation platforms (e.g. HubSpot, Planhat, UserPilot or similar) to surface insights, manage health, and trigger action.
• Multi-Channel Communicator: Excellent written and verbal communication skills, confident in delivering clear, engaging messaging across email, in-app, video, webinars, and scaled customer sessions.