Customer Success Systems Architect in London

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

We are looking for a hands‑on, technically‑minded Customer Success Systems Architect to take full ownership of our Planhat environment. Our current setup needs a total "under‑the‑hood" overhaul to fix data integrity issues and streamline operations for 900+ users. This is not a generalist success role; we need a system "builder" who understands back‑end architecture, data flows, and complex integrations. You will be responsible for transforming our CS platform from a "data dump" into a high‑performance engine that drives actionable insights and operational excellence across the entire post‑sales journey.

Responsibilities and Duties

• Planhat Architecture & Advanced Administration
• System Ownership: Serve as the primary "Product Owner" for Planhat. You aren't just an end‑user; you are the architect responsible for stability, accuracy, and scalability.
• Backend Configuration: Build and maintain backend settings, including API integrations, data feeds, custom fields, user roles, and complex automation rules.
• Workflow Design: Build and optimize playbooks and "Rules of Engagement" that reduce manual work and eliminate the team's dependency on offline spreadsheets.
• Actionable Reporting: Help implement a new health score logic and build dashboards that turn raw data into specific actions for the CS team.
• Data Integrity & SFDC Alignment
• System Cleanup: Lead the initiative to fix our current "rubbish data" by auditing existing structures and implementing strict data standards.
• Cross‑Functional Sync: Work closely with RevOps and Finance to ensure Planhat and Salesforce (SFDC) sync seamlessly in real‑time.
• Proactive Health Monitoring: Establish automated processes to monitor data health and resolve gaps before they impact reporting.
• Project Leadership & Autonomy
• End‑to‑End Delivery: Drive projects from definition to execution. You must be able to define the outcome, build the backend logic, automate the process, and train the end‑users.
• Independent Execution: Work with minimal supervision. We need a "self‑starter" who provides solutions and updates, not one who waits for a checklist of tasks.
• Documentation: Create and maintain the "source of truth" documentation for all system processes and playbooks.

Essential Technical Skills

• Platform Expertise: Proven experience as a Power User or Admin in Planhat (strongly preferred) or Gainsight/ChurnZero. You must understand backend configuration, not just front‑end navigation.
• Excel Mastery: You are a "power user" of Excel. You must be highly proficient in VLOOKUPs, Pivot Tables, and complex formulas (expect a live assessment).
• CRM Knowledge: Solid experience with Salesforce (SFDC) and how it integrates with CS platforms.
• Data Literacy: A deep understanding of data attribution, relational databases, and (ideally) basic SQL.

Essential Professional Skills

• Extreme Autonomy: You have a proven track record of driving complex projects to completion without hand‑holding.
• Critical Thinking: You don't just "do" tasks; you analyse why a process exists and how to make it 10x more efficient.
• SaaS Background: Experience in a post‑sale SaaS environment is crucial to ensure the processes you build are "real‑world" ready.

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.