Digital First Customer Success Director

About the Company

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make. As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment. Our comprehensive solutions, powered by AI‑driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting.

The Role

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 organization.

Responsibilities and Duties

• 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 approaches where appropriate.
• 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.

Essential

• Demonstrated experience running a digital or scaled CS function in a B2B SaaS, or hybrid SaaS/services environment, and 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

• Experience in brand protection, IP, legal tech, or compliance‑adjacent SaaS.
• Exposure to product‑led growth (PLG) motions or in‑app engagement as a CS lever.
• 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.

Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an impact.