At a Glance
- Tasks: Design and drive digital customer experiences in a dynamic hospitality SaaS environment.
- Company: Join Fourth, the global leader in restaurant and hospitality management technology.
- Benefits: Enjoy flexible working, 25+ holidays, wellness activities, and career growth opportunities.
- Other info: Collaborative culture with opportunities for personal and professional development.
- Why this job: Make a real impact on customer success through innovative digital strategies.
- Qualifications: Experience in Digital Customer Success and strong analytical skills required.
The predicted salary is between 51750 - 63250 £ per year.
Our Story
In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.
Position Overview
The Digital Customer Success Manager designs and drives Fourth's digital customer experience, sitting at the intersection of Customer Success, Marketing, and BizApps. This role owns the programmes, tooling, and data infrastructure that reduce manual CS intervention and let the CS function scale without sacrificing outcomes. It's not a traditional CSM role — the focus is on systems, journeys, and content rather than individual accounts.
Primary Responsibilities
- Digital Strategy & Programme Ownership
- Own Fourth's digital CS strategy across the customer lifecycle (adoption, expansion, lifetime loyalty), setting targets and reporting outcomes to CS leadership.
- Act as the internal authority on digital CS best practice in hospitality SaaS.
- Automation & Journey Design
- Design, build, and optimise automated customer journeys (email, in-app, self-serve) and behavioural playbooks triggered by usage signals, reducing manual CSM touchpoints.
- Own sequencing and performance measurement of lifecycle automation for Emerging, SMB, and Independent segments, iterating based on engagement data.
- Marketing & BizApps Collaboration
- Partner with Marketing to align lifecycle communications with campaign strategy and brand voice.
- Partner with BizApps to configure and optimise the CS tech stack, and co-own customer data infrastructure (health scores, usage signals, segmentation).
- CS Tech Stack & Data
- Define and maintain health scoring models, lifecycle stage definitions, and trigger logic with CS leadership.
- Build dashboards giving CS leaders real-time visibility of portfolio health and digital programme performance.
- Voice of the Customer & Feedback Loops
- Synthesise NPS, CSAT, support, and usage data into actionable insight for Product, Marketing, and CS leadership.
- Work with Support and Product to surface adoption gaps and feed learnings into the roadmap.
Key Skills and Competencies
- Proven experience in Digital Customer Success, CS Operations, or programme-focused CS within a SaaS business.
- Strong understanding of lifecycle automation — journey design, trigger logic, performance measurement.
- Hands-on experience with Salesforce and marketing automation tools (Marketo or similar).
- Analytical mindset, comfortable with health data, campaign metrics, and portfolio reporting.
- Strong written communicator and cross-functional collaborator; self-starter who drives programmes independently.
Preferred Experience and/or Qualifications
- Experience in hospitality, workforce management, or HCM technology.
- Background in content production — knowledge base, video scripting, or webinars.
- Experience building health scoring or customer segmentation models.
- Experience with Gong.
Benefits
- Holidays: 25 basic holidays with the option to grow up to 30 with service + your birthday off + bank holidays.
- Flexible working hours and hybrid working environments.
- Wellness activities and gym subscription discounts.
- Laptop and equipment provided.
- Healthcare expense claim tools.
- Opportunities for growth with certifications.
- Annual meet ups.
- Enhanced parenting scheme.
- Cycle to work scheme and season ticket loan provided.
- Pension and life insurance options available.
- On demand pay tools for early salary access.
Fourth is an Equal Opportunity Employer. All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, colour, age, national origin, military status, religion, or disability or any other legally protected status.
Digital Customer Success Manager, EMEA in Macclesfield employer: Fourth
Fourth is an exceptional employer located in Macclesfield, offering a supportive work culture that prioritises employee growth and development. With flexible working hours, comprehensive benefits including wellness activities and professional certifications, and a commitment to diversity and inclusion, this role as a Support Specialist provides a meaningful opportunity to contribute to customer satisfaction while advancing your career within a dynamic team.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Success Manager, EMEA in Macclesfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fourth. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fourth before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Customer Success Manager, EMEA in Macclesfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fourth:Your cover letter is your chance to shine! Tell us why you want to work at Fourth specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fourth!
How to prepare for a job interview at Fourth
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
