SaaS Digital Customer Success Architect

Fourth; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Holidays 25–30 with birthday off

Hybrid working

Wellness & gym discounts

Laptop provided

Healthcare expense claims

Certifications sponsorship

Annual meetups

Cycle to work scheme

Pension & life insurance

On-demand pay

Job summary

Fourth is seeking a Digital Customer Success Manager to design and drive our digital customer experience, working at the intersection of Customer Success, Marketing, and BizApps.

You will own programmes, tooling, and data infrastructure to scale CS, focusing on systems, journeys, and content rather than individual accounts. The role emphasizes lifecycle automation, health scoring, and portfolio-level insights to inform product and marketing teams.

Qualifications

• 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

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
• Synthesize 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

Skills

Digital CS

CS Ops

Lifecycle design

Salesforce

Marketo

Cross-functional collaboration

Written communication

Tools

Salesforce

Marketing automation (Marketo)

Job description

Fourth is seeking a Digital Customer Success Manager to design and drive our digital customer experience, working at the intersection of Customer Success, Marketing, and BizApps.

You will own programmes, tooling, and data infrastructure to scale CS, focusing on systems, journeys, and content rather than individual accounts. The role emphasizes lifecycle automation, health scoring, and portfolio-level insights to inform product and marketing teams.