Job Title:
Customer Success Director
Location:
Ireland (Hybrid Work Model)
Department:
Customer Success / Client Services
Reports to:
VP of Customer Experience / COO
About the Role
We are searching for a strategic and influential
Customer Success Director
to 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 Responsibilities
* Define and execute the Customer Success strategy across the Ireland market
* Lead and mentor Customer Success Managers and support teams to deliver exceptional service
* Own customer retention, renewal rates, and expansion opportunities
* Collaborate with Sales, Operations, and Product to align customer value with business goals
* Drive adoption of products through structured success planning and lifecycle management
* Oversee customer feedback programs and guide improvement actions
* Monitor account health metrics and develop executive-level reporting
* Champion customer advocacy, including testimonials and case studies
* Build scalable operational processes to improve efficiency and satisfaction outcomes
Requirements
* Bachelor's or Master's degree in Business, Communications, or related field
* 7–10+ years of experience in Customer Success, Account Management, or Client Services
* Proven leadership experience managing high-performing customer-facing teams
* Strong strategic planning, communication, and stakeholder management skills
* Experience owning KPIs such as retention, churn reduction, and net revenue expansion
* Comfortable presenting to senior executives and influencing decision-making
* Proficiency in CRM and CS platforms such as Salesforce, HubSpot, or Gainsight
Preferred Qualifications
* Background in SaaS, FinTech, or digital services environments
* Familiarity with Ireland / EU customer experience and compliance standards
* Change management and process improvement experience
What We Offer
* Competitive Ireland compensation package with performance-based bonuses
* Hybrid working flexibility (office + remote options)
* Leadership development programs and career progression opportunities
* A people-first culture with collaboration at its core
* Opportunity to influence global customer success strategy and innovation