CUSTOMER SUCCESS SPECIALIST (DIGITAL-TOUCH)Location: Cork, Ireland — Remote-friendly within Ireland or Hybrid in-office in CorkSalary: €50,000 - €55,000 per yearEmployment Type: Full-timeABOUT LOYALTYLoyalty 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 ROLEAs 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 DODrive Retention & GrowthMonitor customer health signals in ChurnZero and intervene before churn happensRun proactive outreach campaigns for onboarding recovery, adoption acceleration, and renewal preparationIdentify and qualify expansion opportunities, partnering with Strategic CSMs and TAMs on the client sideManage customer touchpoints via email, Slack, Zoom, and in-app messagingHandle inbound support escalations, resolving or routing to technical teams as requiredCollaborate with Client TeamsPartner with client CSMs, TAMs, and Sales teams globally, focusing on systematic interventions while they manage high-touch accountsFollow defined escalation and handoff procedures through SalesforceKeep Salesforce data clean, up-to-date, and actionableParticipate in weekly client reviews to report on outcomes and refine playbooksGrow & DevelopAttend regular training on customer relationships, retention strategies, and communication skills in our Cork city officeShare insights and continuously optimise playbooks based on what worksCoordinate with other CSMs in your pod to ensure seamless timezone coverage across Americas, Europe, and APACWHAT YOU BRINGExperience2+ years in Customer Success, Client Success, Account Management, Sales, or a similar customer-facing B2B SaaS roleProven track record of driving retention, reducing churn, and identifying expansion opportunitiesExperience in digital-touch or pooled CS models (1-to-many or tech-touch) strongly preferredComfortable working with customer health scores, risk queues, and signal-based workflowsAbility to work autonomously across a varied roster covering global time zones (no weekends, occasional public holidays)SkillsRetention and growth mindsetExcellent prioritisationExceptional written and verbal communication in English (fluency required)Confident running customer calls via Zoom and managing async communication through Slack and emailTech-savvy, adaptable, and eager to learn new tools and systemsTech StackRequired: ChurnZero and Salesforce experiencePreferred: Slack, Zoom, and similar collaboration platformsFLEXIBLE ROSTER ACROSS GLOBAL TIME ZONESYou'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 weekendsSchedules provided in advanceVariety keeps the work interesting (you're not stuck in the same routine every week)Flexibility to swap shifts with teammates when neededThis 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 WITHYou'll report to the Programme Manager and work alongside 2-3 other CSMs in your pod, ensuring seamless coverage and collaboration.Benefits:Private health insuranceWellness and lifestyle allowanceBike-to-work scheme28 days paid leave + public holidaysMaternity and paternity leavePerformance-based bonuses (tied to client outcomes)Defined career progression path (Senior CSM, Team Lead, Programme Manager)Professional development and training budgetWORK ENVIRONMENTLocation: 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 specificallyYour experience with digital-touch or pooled CS models (if any)One retention win you're proud ofWhy you want to work in a pod across a roster and why that suits your lifestyleTimeline: 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 fillJob Type: Full-timePay: €50,000.00-€55,000.00 per yearBenefits:Bike to work schemeCompany eventsCompany pensionOn-site parkingSick payWellness programWork from homeWork Location: Hybrid remote in Bishop Street, Cork, CO. Cork