Senior Director of Customer Success Operations and...

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make.

As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment.

Our comprehensive solutions, powered by AI-driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting.

Why Choose Corsearch?

• Innovative Solutions : We combine cutting-edge technology with expert judgment to deliver market-leading services in trademark clearance, brand protection, and anti-counterfeiting.
• Global Impact : Trusted by over 5,000 customers worldwide, including 73 of Fortune's Top 100 companies, our work has a meaningful impact on businesses and consumers alike.
• Collaborative Culture : With a team of over 1,900 professionals across multiple global offices, you'll be joining an inclusive environment where diverse perspectives thrive.
• Mission-Driven Purpose : Our commitment to protecting consumers and their trust in brands drives everything we do, making Corsearch a force for good in the world.

✅The Role

We are seeking a visionary and results-oriented Senior Director of Customer Success Strategy & Operations to lead our global CS Ops function.

This pivotal role is responsible for building the scalable infrastructure—uniting people, processes, and technology—that empowers our Customer Success teams to deliver exceptional customer experiences and drive world-class Gross and Net Revenue Retention (GRR/NRR).

The ideal candidate is passionate about the customer and a data-driven strategist with deep experience in optimising the entire customer lifecycle.

You will be directly responsible for transforming strategy into action, equipping our CSMs with the playbooks, workflows and training needed to embed best practices into their standard day.

You enjoy being hands-on with CSM enablement, ensuring that the processes are successfully adopted and executed and that they have the tools, insights and best practices needed to work smarter to create strong, lasting customer partnerships.

✅Responsibilities and Duties

Strategic Leadership & Planning:

• Partner with the SVP, Customer Partnerships to define and execute the strategic vision for Customer Success Operations.
• Lead, mentor, and develop a CS Operations team, fostering a culture of continuous improvement, curiosity, and collaboration.
• Drive business transformation and cultural change initiatives that align the entire company around the customer journey.
• Develop and maintain strong, collaborative relationships with diverse stakeholders across the organization, including executive leadership, sales, marketing, and product teams, to ensure alignment and drive customer success initiatives.

Process Optimisation & Scalability:

• Design, implement, and continuously optimise the end-to-end customer lifecycle, from onboarding and adoption to renewal and advocacy.
• Standardise and scale global post-sales processes to drive operational efficiency, predictability, and a first-class customer experience.
• Identify and eliminate friction points in the customer journey by mapping processes and leveraging data-driven insights.
• Track and report on key performance metrics, including Time-to-Value, customer health, and the frequency and quality of customer touchpoints.

Team Enablement & Adoption:

• Own the end-to-end enablement strategy for the Customer Success team for all new processes and playbooks and ensure they are effectively implemented and adopted.
• Develop and maintain a central library of enablement materials, including process documentation, workflow guides, customer-facing templates, and best-practice playbooks.
• Lead practical, hands-on training sessions and workshops to ensure the team is proficient with new workflows and our Customer Success Platform (Planhat).
• Measure the effectiveness and execution of rolled-out initiatives, establishing feedback loops to continuously improve both the processes and the enablement programs.
• Act as a change management champion, ensuring the team understands the "why" behind new initiatives to drive enthusiastic adoption.

Customer Insights & Feedback:

• Champion the voice of the customer across the organisation by partnering with Marketing to create and manage a standardised customer feedback program
• Develop and manage a robust customer health scoring system to proactively identify risk and opportunity within the customer base.

Systems & Technology:

• Own and enhance the Customer Success Platform (Planhat), driving its adoption and maximising its value across the team.
• Work closely with Revenue Operations to ensure data integrity and alignment across all internal systems to provide a single source of truth for all customer-related data.
• Equip the CS team with the data, dashboards, and reporting they need to manage their portfolios effectively

✅Essential

• Progressive experience in Customer Success or Customer Operations within a B2B SaaS environment.
• Proven track record of driving improvements in Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through operational efficiencies.
• Demonstrable experience designing, implementing, and scaling customer lifecycle processes on a global level within a large organisation.
• Expert-level proficiency with CS platforms like Planhat and CRMs like Salesforce is essential.
• Proven track record of successfully enabling a global team by rolling out new processes, playbooks, and systems that measurably improve performance and adoption.
• Exceptional communication, presentation, and training skills with the ability to translate complex processes into clear, actionable guidance.
• A natural people coach with proven experience building and leading high-performing, geographically distributed teams.
• Strong analytical skills with the ability to translate data into a compelling strategic narrative.
• Outstanding communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders across all levels and functions of the business.

Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported.

We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic.

Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact.