Job Title:Customer Success DirectorLocation:Ireland (Hybrid Work Model)Department:Customer Success / Client ServicesReports to:VP of Customer Experience / COOAbout the RoleWe are searching for a strategic and influentialCustomer Success Directorto lead customer success operations across Ireland. In this leadership role, you will drive customer satisfaction, retention, and expansion while shaping best-in-class service standards. You will guide our customer success teams, develop scalable processes, and build strong executive-level client relationships to support long-term business growth.Key ResponsibilitiesDefine and execute the Customer Success strategy across the Ireland marketLead and mentor Customer Success Managers and support teams to deliver exceptional serviceOwn customer retention, renewal rates, and expansion opportunitiesCollaborate with Sales, Operations, and Product to align customer value with business goalsDrive adoption of products through structured success planning and lifecycle managementOversee customer feedback programs and guide improvement actionsMonitor account health metrics and develop executive-level reportingChampion customer advocacy, including testimonials and case studiesBuild scalable operational processes to improve efficiency and satisfaction outcomesRequirementsBachelor's or Master's degree in Business, Communications, or related field7–10+ years of experience in Customer Success, Account Management, or Client ServicesProven leadership experience managing high-performing customer-facing teamsStrong strategic planning, communication, and stakeholder management skillsExperience owning KPIs such as retention, churn reduction, and net revenue expansionComfortable presenting to senior executives and influencing decision-makingProficiency in CRM and CS platforms such as Salesforce, HubSpot, or GainsightPreferred QualificationsBackground in SaaS, FinTech, or digital services environmentsFamiliarity with Ireland / EU customer experience and compliance standardsChange management and process improvement experienceWhat We OfferCompetitive Ireland compensation package with performance-based bonusesHybrid working flexibility (office + remote options)Leadership development programs and career progression opportunitiesA people-first culture with collaboration at its coreOpportunity to influence global customer success strategy and innovation