VP of Digital Customer Engagement

1 day ago


London, Greater London, United Kingdom Brandwatch Full time
Job Description:
The VP of Digital Customer Engagement will be responsible for driving customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle. This leader will work cross-functionally with Customer Success, Product, Sales, and Marketing to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey.

Key Responsibilities:
  • Develop and implement customer onboarding processes that ensure seamless integration with our digital platforms.
  • Lead cross-functional teams to drive alignment on customer-facing initiatives and develop effective GTM motions.
  • Collaborate with the product team to design and implement intuitive digital interfaces that streamline traditional CSM workflows.
  • Analyze KPIs related to customer onboarding, success, and support to inform data-driven decisions.


Required Skills and Qualifications:
  • Proven leadership experience in Customer Success, Operations, or similar roles, with a focus on onboarding and enablement in SaaS or technology-driven environments.
  • Strong track record of improving customer onboarding processes and driving self-service enablement across various customer segments.
  • Experience working with cross-functional teams to drive alignment on customer-facing initiatives, especially in GTM strategy development and execution.
  • Deep understanding of customer support systems, including the optimization and management of platforms like Zendesk.


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