Digital Customer Success Manager, EMEA

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.

Responsibilities

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; 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; 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); 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; 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

Requirements

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

Nice to have

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

25 basic holidays with option to grow up to 30 with service + birthday off + bank holidays; Flexible working hours and hybrid working environments; Wellness activities and gym subscription discounts; Laptop and equipment; Healthcare expense claim tools; Growth with certifications; Annual meet ups; Enhanced parenting scheme; Cycle to work scheme and season ticket loan; Pension and life insurance; On demand pay tools