CUSTOMER SUCCESS SPECIALIST (DIGITAL-TOUCH)
Location: Cork, Ireland — Remote-friendly within Ireland or Hybrid in-office in Cork
Salary: €50,000 - €55,000 per year
Employment Type: Full-time
ABOUT LOYALTY
Loyalty helps global SaaS companies stop losing millions to churn.
We're an Irish retention consultancy and BPO that builds and operates Customer Success teams for high-growth B2B SaaS organisations.
Based in Cork, we design and deliver scalable, data-driven CS programs that achieve measurable retention, adoption, and expansion outcomes for clients globally.
Our mission is simple: help the world's leading SaaS companies achieve predictable, data-driven customer growth at scale.
ABOUT THE ROLE
As a Customer Success Specialist at Loyalty, you'll be on the front lines of preventing churn and driving growth for a major California-based SaaS enterprise.
This isn't reactive support or hand-holding. It's proactive, outcome-focused Customer Success at scale; using health signals, proven playbooks, and systematic interventions to keep customers successful and growing.
You'll work in a pooled model (managing multiple accounts based on signals, not 1:1 relationships), responding to triggers like renewal risk, engagement drops, or expansion opportunities, and executing playbooks that drive measurable revenue outcomes.
You'll collaborate with global Customer Success, Account Management, and Technical Account Management teams on the client side, ensuring customers achieve their desired outcomes while maintaining best-in-class retention metrics.
WHAT YOU'LL DO
Drive Retention & Growth
* Monitor customer health signals in ChurnZero and intervene before churn happens
* Run proactive outreach campaigns for onboarding recovery, adoption acceleration, and renewal preparation
* Identify and qualify expansion opportunities, partnering with Strategic CSMs and TAMs on the client side
* Manage customer touchpoints via email, Slack, Zoom, and in-app messaging
* Handle inbound support escalations, resolving or routing to technical teams as required
Collaborate with Client Teams
* Partner with client CSMs, TAMs, and Sales teams globally, focusing on systematic interventions while they manage high-touch accounts
* Follow defined escalation and handoff procedures through Salesforce
* Keep Salesforce data clean, up-to-date, and actionable
* Participate in weekly client reviews to report on outcomes and refine playbooks
Grow & Develop
* Attend regular training on customer relationships, retention strategies, and communication skills in our Cork city office
* Share insights and continuously optimise playbooks based on what works
* Coordinate with other CSMs in your pod to ensure seamless timezone coverage across Americas, Europe, and APAC
WHAT YOU BRING
Experience
* 2+ years in Customer Success, Client Success, Account Management, Sales, or a similar customer-facing B2B SaaS role
* Proven track record of driving retention, reducing churn, and identifying expansion opportunities
* Experience in digital-touch or pooled CS models (1-to-many or tech-touch) strongly preferred
* Comfortable working with customer health scores, risk queues, and signal-based workflows
* Ability to work autonomously across a varied roster covering global time zones (no weekends, occasional public holidays)
Skills
* Retention and growth mindset
* Excellent prioritisation
* Exceptional written and verbal communication in English (fluency required)
* Confident running customer calls via Zoom and managing async communication through Slack and email
* Tech-savvy, adaptable, and eager to learn new tools and systems
Tech Stack
* Required: ChurnZero and Salesforce experience
* Preferred: Slack, Zoom, and similar collaboration platforms
FLEXIBLE ROSTER ACROSS GLOBAL TIME ZONES
You'll work a 40-hour week on a rotating schedule to provide coverage across client time zones (Americas, Europe).
Example schedules:
* Week 1: 9am-5pm GMT (European hours)
* Week 2: 2pm-10pm GMT (Americas coverage)
* Week 3: 7am-3pm GMT (APAC coverage)
What this means:
* No weekends
* Schedules provided in advance
* Variety keeps the work interesting (you're not stuck in the same routine every week)
* Flexibility to swap shifts with teammates when needed
This isn't a strict 9am-5pm role—it's designed for someone who values variety and enjoys working with global teams.
WHO YOU'LL WORK WITH
You'll report to the Programme Manager and work alongside 2-3 other CSMs in your pod, ensuring seamless coverage and collaboration.
Benefits:
* Private health insurance
* Wellness and lifestyle allowance
* Bike-to-work scheme
* 28 days paid leave + public holidays
* Maternity and paternity leave
* Performance-based bonuses (tied to client outcomes)
* Defined career progression path (Senior CSM, Team Lead, Programme Manager)
* Professional development and training budget
WORK ENVIRONMENT
* Location: Primarily remote within Ireland, with ad-hoc office attendance in Cork city for team meetings, training, and collaboration days.
* Office: Workspace in Cork city centre (when you choose to come in or when required for training/meetings)
* Equipment: Laptop, headset, and any tools you need to be successful (provided)
* Culture: High-performing, outcome-focused, collaborative, and supportive. We value results, continuous learning, and helping each other succeed.
READY TO JOIN A HIGH-PERFORMING CS TEAM?
If you're a retention-focused, outcome-driven CS professional who thrives in a data-driven environment, we'd love to hear from you.
TO APPLY:
Send your CV AND cover letter to
In your cover letter please answer the following:
* Why you're excited about this role specifically
* Your experience with digital-touch or pooled CS models (if any)
* One retention win you're proud of
* Why you want to work in a pod across a roster and why that suits your lifestyle
Timeline: 6-8 weeks from application to offer.
We review applications on a rolling basis, so apply early if you're interested as we have a few spots to fill
Job Type: Full-time
Pay: €50,000.00-€55,000.00 per year
Benefits:
* Bike to work scheme
* Company events
* Company pension
* On-site parking
* Sick pay
* Wellness program
* Work from home
Work Location: Hybrid remote in Bishop Street, Cork, CO. Cork