Director of Customer Engagement; Digital

This is a newly created leadership role at the intersection of customer success, product led growth, and marketing automation. We have invested in best in class customer engagement technology and are now looking for a leader who can turn these tools into a seamless, scalable digital customer experience. You will own the end to end digital journey for our scaled customer segment, from onboarding through renewal and expansion, with a clear mandate to drive product adoption, retention, and growth.

You will also lead a small, high impact team of Customer Success Managers as they transition from onboarding focused roles to full lifecycle ownership. This role works closely with Product Marketing, Sales, and the wider Customer organisation, and plays a critical role in shaping how we grow efficiently as we scale. The role is hybrid, with two days per week in the office.

• 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

• 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

Board Intelligence is a technology and advisory firm that supercharges boards with the science of board effectiveness. We build better businesses and benefit society. Through a suite of AI powered software tools, evaluation frameworks, and advisory services that distil over twenty years of boardroom experience, we help boards make smarter, faster decisions. We work with over 80,000 leaders and 3,000 organisations globally, including clients across the Fortune 500, FTSE 100, and OMX 30.

In 2024, we received substantial backing from K1 Investment Management, the leading B2B enterprise SaaS investors. We are at the beginning of a significant growth phase and are looking for exceptional people to join us on this journey. Our Mission:
We unleash the potential of organisations through the science of board effectiveness, building better businesses and benefiting society.

• 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