Customer Success Lead

Corsearch; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

An industry leader in Trademark and Brand Protection, Corsearch seeks a Success Leader to drive the development of Associate Brand Partners. This key role focuses on coaching, mentoring, and elevating customer success strategies to ensure outstanding service and sustained growth in a collaborative environment. Join a team committed to actionable impact and continuous improvement for leading brands worldwide.

Qualifications

• Proven experience in customer success.
• Strong background in coaching, mentoring, and team development.
• Exceptional organizational and communication skills.

Responsibilities

• Lead the coaching and professional development of Associate Brand Partners.
• Track and monitor the performance of Associate Brand Partners.
• Oversee customer portfolios and drive engagement strategies.

Skills

Team Development

Coaching

Customer Engagement

Strategic Problem-Solving

Organizational Skills

Job description

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Trusted by over 5,000 customers worldwide, Corsearch delivers AI-powered data, deep analytics, and professional services that support brands to market their assets, drive growth, and optimise brand presence against infringement.

Corsearch enables brand owners to discover, monitor and control the use and misuse of their brands and associated products and services online and is the industry market leader.

Corsearch does this in an increasingly complex global digital environment, with online brand protection solutions that cover everything from anti-counterfeiting to anti-piracy.

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

The Success Leader plays a crucial role in coaching and developing Associate Brand Partners, ensuring they provide an outstanding customer experience while following the structured customer journey.

This role will focus on a culture of continuous improvement, career development, and knowledge-sharing, helping to shape our future Brand Partners within Corsearch.

By focusing on upskilling, mentoring, and driving customer obsession, the Success Leader allows Senior Brand Partners to concentrate on deeper customer relationships and strategic account management.

Responsibilities and Duties

Team Development & Coaching

• Lead the coaching and professional development of Associate Brand Partners, equipping them with the Customer Success skills vital for delivering strong customer partnerships and ensuring long-term success.
• Establish clear development plans and address skill gaps through targeted coaching, mentoring, and training focused on customer engagement, retention strategies, and value realization.
• Equip Associate Brand Partners with the customer success skills vital for building strong, long-term customer partnerships, including consultative relationship management and strategic problem-solving.
• Ensure Associate Brand Partners are delivering a strong customer experience and adhering to best practices in customer engagement.
• Promote knowledge-sharing, collaboration, and a culture of continuous improvement within the team.
• Ensure a clear distinction between Associate Brand Partners and Brand Partners, supporting structured career progression and reinforcing the Customer Success Manager (CSM) approach to client relationships.

Performance & Process Optimisation

• Track and monitor the performance of Associate Brand Partners, ensuring alignment with customer retention and growth objectives.
• Support the adoption and implementation of best practices to enhance efficiency and effectiveness within the Partner team.
• Provide insights and recommendations for refining onboarding, training, and operational processes.

Customer Success & Retention

• Oversee the progression of Associate Brand Partners in managing their customer portfolios, ensuring a smooth and consistent experience.
• Drive engagement and customer obsession by reinforcing strategic guidance and value-driven service approaches.
• Collaborate with Senior Partners to identify risks, opportunities, and areas for improvement in customer retention.

Strategic Leadership & Succession Planning

• Establish a clear succession path for high-performing Associate Brand Partners, preparing them for future roles as Brand Partners and beyond.
• Identify and nurture talent within the Partner team, ensuring long-term organisational success.
• Contribute to team restructuring efforts and efficiency improvements in alignment with company objectives.
• Proven experience in customer success.
• Strong background in coaching, mentoring, and team development.
• Ability to drive continuous improvement and create a culture of learning.
• Understanding of customer segmentation models, including High Touch/Low Touch (HT/LT) strategies.
• Exceptional organisational and communication skills.
• Experience in strategic customer management and retention.
• Familiarity with Online Brand Protection, Legal, or Intellectual Property (preferred but not required).

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.