Digital Customer Success Manager, EMEA
FourthOur Story
In July 2019, Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes, from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia, and UAE.
Interested in joining our smart, fun, and talented team?
Position Overview
The Digital Customer Success Manager designs and drives Fourth's digital customer experience, sitting at the intersection of Customer Success, Marketing, and BizApps. This role owns the programmes, tooling, and data infrastructure that reduce manual CS intervention and let the CS function scale without sacrificing outcomes. It's not a traditional CSM role — the focus is on systems, journeys, and content rather than individual accounts.
Primary Responsibilities
Digital Strategy & Programme Ownership
● 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
Automation & Journey Design
● 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
Marketing & BizApps Collaboration
● 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)
CS Tech Stack & Data
● 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
Voice of the Customer & Feedback Loops
● Synthesise 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
Key Skills and Competencies
● 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
Preferred Experience and/or Qualifications
● Experience in hospitality,