Job Title: Customer Success Lead Reports To: Chief Operating Officer (COO) Employment Type: Full-Time Salary: €40,000 - €50,000 DOE Location: Dublin The Customer Success Lead acts as the primary liaison between clients and the operations team, ensuring seamless communication and delivery of services. Founded in Dublin in the 1960s by Noel Caffrey and proudly passed down through generations, the Universal Floral family business has built a strong reputation for transforming workplaces across Ireland and beyond. We work with organisations to create environments that are more productive, welcoming, and sustainable - bringing everyday spaces to life through thoughtful, nature-led design. As we continue to grow, were looking for talented individuals to join our team. Youll be part of a company that blends decades of experience with fresh thinking, delivering biophilic design solutions ranging from vibrant office planting to striking roof gardens and living walls. If youre passionate about creating inspiring spaces and want to contribute to a business with deep roots and a forward-looking vision, wed love to hear from you. This role ensures our clients truly realise the full value of beautifully designed, plant-filled spaces. This role combines strong relationship management with a deep understanding of how green spaces influence workplace experience, using both insight and data to deliver exceptional service, optimise environments, and drive long-term client value. Key responsibilities Client relationship - Manage a portfolio of corporate clients. - Build and maintain strong relationships with clients, fostering trust and long-term partnerships. - Act as the main point of contact for key accounts and internal operations teams. - Conduct regular client check-ins, site visits, and service reviews. - Manage client expectations and communicate updates clearly and proactively. - Monitor and review consistency across locations, especially for multi-site clients. Retention, Growth and Commercial Insight - Drive client retention, renewals, and contract extensions through excellent service and proactive engagement. - Identify opportunities to expand our services (e.g. additional plants, seasonal rotations, event installations). - Support contract renewals and pricing discussions. - Segment clients based on value, engagement, and risk to inform tailored strategies. - Build dashboards and reports to monitor customer health. Communication & Reporting - Facilitate regular client check-ins, status updates, and review meetings. - Act as the escalation point for client concerns or service issues. - Prepare and deliver regular data-driven updates, reports, and feedback to both clients and internal stakeholders. - Partner with leadership to inform strategic decisions using customer and operational data. - Advocate for client needs while balancing operational capabilities. Internal Collaboration - Work closely with operations, sales, and leadership teams. - Contribute to improvements in internal processes based on client feedback. - Work with the marketing and operations teams in understanding and translating customer satisfaction surveys into meaningful actions for internal teams. Requirements & Experience - 3-5+ years of experience in managing customer relationships, customer success or a client-facing role. - Experience working with corporate or B2B clients. - Understanding of plant care, horticulture, or biophilic design, with the ability to translate this into meaningful client recommendations. - Strong communication and stakeholder management skills, with the ability to build effective relationships internally and externally. - Demonstrated ability to navigate complex challenges and resolve client issues with confidence. - Proven ability to understand client requests and translate them to clear, meaningful requirements for an operations team. - Experience and interest in workplace environments, with an understanding of how design and greenery can elevate employee and visitor experience. - Full, clean EU driving licence. Other organisations may call this role Customer Success Manager, Client Success Manager, Key Account Manager, Strategic Account Manager, Client Relationship Manager, Customer Experience Manager, or Client Services Manager. So, if youd like to join us as a Customer Success Lead, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.