This range is provided by Scorebuddy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
About
Scorebuddy is a leading Quality Management SaaS platform revolutionizing contact centre operations through AI-powered analytics. Named a leader in Contact Center Quality Assurance by G2, our platform seamlessly integrates quality management, coaching, and learning capabilities to drive operational excellence. We serve hundreds of global enterprises, helping them enhance agent performance, scale efficiently, and deliver exceptional customer experiences.
As we continue to scale rapidly, we\'re seeking a Senior Customer Success Manager who thrives in a performance-driven environment with shifting priorities. This role will focus on driving revenue growth through customer expansion while ensuring world-class customer experiences. It combines strategic account management with proactive pipeline generation, making it ideal for seasoned customer success professionals ready to shape the future of a high-growth SaaS company.
What you\'ll do
Strategic Account Management
* Manage and grow a portfolio of high-value enterprise accounts through strategic account planning and executive relationship building
* Drive customer health, adoption, and expansion through data-driven insights and regular business reviews
* Lead complex deployment projects, including API integrations and custom implementations
* Conduct on-site strategic planning sessions with key accounts across Ireland, UK, and Europe
* Proactively identify and qualify expansion opportunities within existing accounts
* Build and execute account growth strategies to achieve quarterly revenue targets
* Partner with sales on strategic upsell/cross-sell opportunities
* Create compelling business cases for product adoption and feature expansion
Customer Success Leadership
* Mentor team members and share best practices across the CS organization
* Drive the development and implementation of scalable CS processes
* Lead strategic initiatives to improve team efficiency and customer satisfaction
* Collaborate with product teams to influence the roadmap based on customer insights
What are we looking for
* 4+ years in customer success or strategic account management, preferably in SaaS
* Proven track record of growing accounts and generating expansion revenue
* Experience managing enterprise software deployments and integration projects
* Strong analytical skills with the ability to translate data into actionable insights
* Executive presence and excellent presentation skills
* Experience with CS platforms (e.g., Vitally, Salesforce) and support tools (Intercom, Jira)
* Experience with GenAI/BI analytics platforms or Learning Management Systems
* Knowledge of CRMs (Genesys, Five9, Zendesk etc.)
* Background in quality assurance or performance management
* Experience with API integrations and technical implementations (strong advantage)
What We Offer
* Competitive base salary with performance-based bonus
* 25 days paid annual leave
* Comprehensive health coverage with WebDoctor GP service
* Flexible wellness benefit
* Enhanced maternity and paternity benefits
* Referral bonus
* Modern Dublin city centre office
* Collaborative, innovation-focused culture
* Regular team social events
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service, Sales, and Information Technology
* Industries IT Services and IT Consulting
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