Own retention and growth in your segment
Ensure your team operates proactively, monitoring health signals, identifying risk early, and intervening before churn becomes inevitable.
Build and run automated lifecycle communications
Design automated customer communications across the full lifecycle: onboarding, activation, adoption, renewal, and re-engagement.
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.
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 where appropriate, CS approaches.
Partner with Product to ensure the platform surfaces the signals your team needs to operate proactively at volume.

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).
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.

Digital First Customer Success Director

Key skills