Board Intelligence

Director of Customer Engagement – Digital

Board Intelligence

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Lead

About the role

  • - Designing and owning automated, personalised customer journeys using platforms such as Pendo and Planhat, from onboarding through renewal and expansion
  • - Building in app messaging, email nurture campaigns, and digital touchpoints that drive adoption across our product suite
  • - Creating segmentation strategies and playbooks that allow a small team to manage a large customer base effectively
  • - Developing a repeatable growth model that balances intelligent automation with high impact human touchpoints
  • - Driving Gross Revenue Retention, Net Revenue Retention, product adoption, and product qualified lead generation for the scaled segment
  • - Using data and experimentation to continuously optimise customer journeys and outcomes
  • - Identifying at risk accounts and growth signals using engagement and health data
  • - Building and refining customer health scoring models
  • - Creating reporting frameworks and dashboards that give clear visibility of performance and handoffs
  • - Partnering closely with Product Marketing to translate messaging into engaging digital experiences
  • - Leading, coaching, and developing a team through meaningful change

Requirements

  • - Demonstrable experience in customer success, customer engagement, or growth roles, with progressive leadership responsibility
  • - Proven experience building and executing digital customer engagement programmes in B2B SaaS
  • - Hands on experience with customer engagement and marketing automation platforms such as Pendo, Gainsight, Totango, or similar
  • - A strong track record of improving retention, adoption, and expansion in a scaled or tech touch customer segment
  • - Experience leading and developing customer success teams through change
  • - Strong analytical capability, with the ability to turn data into actionable strategies and automated workflows
  • - Experience working in B2B SaaS, ideally within enterprise software
  • - You have built a digital customer success motion from scratch or transformed a reactive team into a proactive, tech enabled operation
  • - You enjoy solving problems through automation and smart use of technology
  • - You are comfortable operating in ambiguity and driving change at pace
  • - You have experience in private equity backed scale ups or high growth environments
  • - You can move easily between strategic thinking and hands on execution
  • - You are highly collaborative and enjoy working in close partnership with Product Marketing, Sales, and Product
Benefits
  • - Pension scheme
  • - Personal performance bonus
  • - 26 days holiday each calendar year
  • - Bupa health & dental cover
  • - Group life assurance
  • - EAP
  • - Cycle to work scheme
  • - Competitive parental policies
  • - Gym membership discounts

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer engagementgrowth strategiesdata analysisautomation workflowscustomer health scoringdigital customer successretention improvementB2B SaaSsegmentation strategiesreporting frameworks
Soft skills
leadershipcoachingcollaborationproblem-solvingstrategic thinkingadaptabilitycommunicationteam developmentchange managementanalytical capability