Digital Customer Success Lead

Overview The Digital Customer Success Lead plays a pivotal role in building, shaping, and scaling BrightLocal’s digital-first Customer Success function. This position is responsible for driving adoption, retention, and growth across a large portfolio of customers through a “pooled” success model, combining data-driven automation, digital programs, and customer segmentation to deliver proactive value at scale. This role will help define the digital CS strategy, design scalable engagement frameworks, and mentor others as the function grows. Once defined, the Lead Digital CSM will also manage their own pool of customers whilst working cross-functionally with Revenue Operations, Support, Marketing, Product, and Sales to ensure the customer journey is efficient, engaging, and outcome-focused. What you’ll be doing Customer Success Leadership Partner with the Head of Customer Success to define the digital CS strategy, including segmentation models, engagement journeys, and automation frameworks. Lead the development and iteration of digital playbooks, success programs, and workflows to optimise efficiency and scalability. Act as a subject-matter expert and advocate for digital-first customer engagement across the wider CS team and business. Lay the foundations for future line management within the Digital CS function, including defining roles, shaping team structure, and preparing to lead, develop, and manage a Digital CSM team as the function scales. Customer Management & Engagement Management of customers using a data-driven, programmatic approach. Use automation tools (email workflows, success playbooks, surveys, health scoring, and product usage insights) to identify and engage at-risk or growth-ready accounts. Collaborate with Support to triage issues efficiently, ensuring seamless handoffs between reactive support and proactive success. Design and run digital customer engagement programs such as: Onboarding webinars and video guides Quarterly “Ask Me Anything” or “Feature Deep Dive” sessions Scaled renewal and adoption campaigns Cross-Functional Collaboration Partner with Marketing and Product to create educational content, such as newsletters, product tips, and success stories. Partner with Revenue Operations to define, implement, and maintain end-to-end customer journey tracking and the supporting data infrastructure. Partner with the Customer Excellence Lead to ensure customer insight meaningfully shapes priorities and decisions across the business. Represent the “voice of the digital customer,” surfacing feedback, usage trends, and opportunities for improvement in both product and process. Collaborate with Sales and Finance to improve renewal forecasting and expansion pipeline visibility. Operational Excellence Track and report on key metrics such as customer health scores, adoption rates and NPS. Identifying opportunities and making recommendations for improvements. Identify opportunities to automate repetitive processes and enhance the digital experience through new tools or integrations. Support high-touch Enterprise CSMs during overflow periods or account transitions when needed. What We Offer Competitive salary (DOE) Up to 20% bonus Growth units (Global long-term incentive plan)* Hybrid working (2 days/week in Brighton office) 25 days holiday + bank holidays + your birthday off 3 duvet days per year Vitality Healthcare £1,000 annual personal learning budget A friendly, supportive team with a strong, people-first culture *Participation is subject to eligibility and plan rules, and any payout is not guaranteed. About you Digital-First Strategist: Thinks in scalable systems and uses data to drive adoption, retention, and growth. Customer-Outcome Focused: Anticipates customer needs and champions value delivery across the customer journey. Clear and Engaging Communicator: Confident across written, video, and live formats, simplifying complex ideas at scale. Collaborative Influencer: Builds strong cross-functional relationships and represents the voice of the digital customer. Experimentation Mindset: Continuously tests, iterates, and improves digital programs and automated workflows. Operationally Strong: Prioritises effectively, improves processes, and drives efficiency through automation. Emerging Leader: Mentors others, leads by example, and helps shape a growing digital CS function. Experience and skills required Scaled Customer Success Experience: Proven experience managing large customer portfolios through pooled or digital-first success models, or in CS Operations roles building the systems, data, and processes that enable proactive engagement at scale. Leadership & Mentorship: Experience coaching, mentoring, or informally leading peers in fast-paced, growth-focused environments, with the potential to step into future people leadership. Digital Program Design: Demonstrated ability to design, launch, and continuously improve digital engagement programs, playbooks, and automated customer journeys that drive adoption and retention. Data-Driven & Tool-Fluent: Strong analytical capability with hands-on experience using CS and automation platforms (e.g. HubSpot, Planhat, UserPilot or similar) to surface insights, manage health, and trigger action. Multi-Channel Communicator: Excellent written and verbal communication skills, confident in delivering clear, engaging messaging across email, in-app, video, webinars, and scaled customer sessions.