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 rangeAboutScorebuddy 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 doStrategic Account ManagementManage and grow a portfolio of high-value enterprise accounts through strategic account planning and executive relationship buildingDrive customer health, adoption, and expansion through data-driven insights and regular business reviewsLead complex deployment projects, including API integrations and custom implementationsConduct on-site strategic planning sessions with key accounts across Ireland, UK, and EuropeProactively identify and qualify expansion opportunities within existing accountsBuild and execute account growth strategies to achieve quarterly revenue targetsPartner with sales on strategic upsell/cross-sell opportunitiesCreate compelling business cases for product adoption and feature expansionCustomer Success LeadershipMentor team members and share best practices across the CS organizationDrive the development and implementation of scalable CS processesLead strategic initiatives to improve team efficiency and customer satisfactionCollaborate with product teams to influence the roadmap based on customer insightsWhat are we looking for4+ years in customer success or strategic account management, preferably in SaaSProven track record of growing accounts and generating expansion revenueExperience managing enterprise software deployments and integration projectsStrong analytical skills with the ability to translate data into actionable insightsExecutive presence and excellent presentation skillsExperience with CS platforms (e.g., Vitally, Salesforce) and support tools (Intercom, Jira)Experience with GenAI/BI analytics platforms or Learning Management SystemsKnowledge of CRMs (Genesys, Five9, Zendesk etc.)Background in quality assurance or performance managementExperience with API integrations and technical implementations (strong advantage)What We OfferCompetitive base salary with performance-based bonus25 days paid annual leaveComprehensive health coverage with WebDoctor GP serviceFlexible wellness benefitEnhanced maternity and paternity benefitsReferral bonusModern Dublin city centre officeCollaborative, innovation-focused cultureRegular team social eventsSeniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer Service, Sales, and Information TechnologyIndustries IT Services and IT Consulting
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