Most digital Customer Success roles are maintenance jobs.
Someone built the programmes, someone set up the tooling, and now the role is keeping the lights on.
This isn’t that.
You’re coming in with a blank canvas and a customer base of tens of thousands to understand, segment, and design for.
In 12 months, you’ll have built something from nothing. A digital CS engine that runs at scale, improves adoption and retention measurably, and frees up the CSM team to focus where human attention actually matters.
That’s the kind of work that makes a career. Because it’s rare to get this much ownership at a business that’s already profitable, stable, and not burning cash to survive.
What you’ll be doing;
- Design the entire digital CS strategy from scratch. Nobody has done this before, so it’s yours to shape
- Build lifecycle programmes that reach tens of thousands of customers.
- Own the tooling decisions. Platforms, configuration, health scoring frameworks
- Work directly with Product to close the loop between user behaviour and product direction
- Prove the commercial value of Digital CS in a business that’s genuinely ready to invest in it
- Create the blueprint the Digital CS team scales around as the business grows
Why this company?
It’s profitable. Which means decisions get made for the right reasons, not to hit a metric that satisfies an investor.
The founders are in the building. The culture is genuinely open: ideas get heard, experiments get run, and mistakes are expected rather than punished.
The product has a loyal, technically sophisticated user base. Getting Digital CS right here means building something that genuinely serves them. Not just reducing churn on a spreadsheet.
We are looking for someone who;
- Thinks in systems and automations, not one-to-one interactions
- Had built/been involved in growing digital CS programmes before
- Is hands-on with CS platforms (Gainsight, ChurnZero or similar)
- Gets energised by ambiguity rather than unsettled by it
This isn’t right if you want a defined brief before you start, a team to delegate to, or a well-resourced function to step into. This is builder territory.
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