Department:Customer SuccessEmployment Type:Full TimeLocation:DuleekDescriptionWho are we?At Bright, we've engineered cutting-edge software for accounting, payroll, tax, practice and workforce management. We've assembled a team of top talent and stand ready to lead the industry with our superior software solutions and unparalleled customer support.We're brilliant people creating brilliant software Join us in our mission to create brilliant software that empowers businesses to reach new heights.The OpportunityAs Customer Success Team Leader, you will lead the Customer Success team to ensure our customers' success on the TimeKeeper platform, while also working closely with the Engineering team to deliver the best possible product.Your role will require you to become fully immersed in all aspects of TimeKeeper, and you will be responsible for managing the processes and systems within the Customer Success department. You will have significant input into the company's direction and will be a key stakeholder in our strategy and growth.Key ResponsibilitiesWe are seeking a dynamic and experienced Customer Success Team Leader to spearhead our growing Customer Success team. Your role will focus on ensuring successful integration between BrightPay and TimeKeeper, while also building and scaling our internal initiatives and processes. This pivotal position combines strategic leadership with hands-on execution in a fast-growing organisation.Key ResponsibilitiesIntegration LeadershipLead the successful launch and implementation of the BrightPay and TimeKeeper integration to achieve internal targetsDevelop and execute integration strategies, that ensure seamless customer experienceCollaborate with technical and support teams across Bright to resolve integration challenges and maximise adoptionCreate customer communication plans and training materials for the new integrated platformTeam Management & DevelopmentManage and mentor two Customer Success Managers, providing guidance and professional developmentEstablish clear performance metrics and KPIs for the Customer Success teamConduct regular one-on-one meetings and team performance reviewsFoster a collaborative and results-driven team cultureDepartment ScalingDevelop and implement strategies to scale the Customer Success departmentCreate standardised processes, workflows, and best practices for Customer Success operationsBuild Customer Success playbooks and training programs for new team membersIdentify resource needs and make recommendations for team expansionCustomer Success OperationsOversee customer onboarding, adoption, and retention strategiesEmbrace an 'AI forward' approach to explore how artificial intelligence can support the operations and objectives of the Customer Success department.Monitor customer health scores and proactively address at-risk accountsDevelop and maintain Customer Success metrics and reporting dashboardsHandle escalated customer issues and ensure swift resolutionCross-Functional CollaborationSupport business development efforts by providing customer insights and success storiesAssist with customer support activities during peak periods or complex issuesCollaborate with sales, product, and marketing teams to improve customer experienceParticipate in customer calls, webinars and meetings to demonstrate product valueProvide regular updates to General Manager at TimeKeeper & Bright Customer SuccessSkills, Knowledge and ExpertiseThe PersonRoleThis role would suit a highly motivated individual who enjoys working as part of a team in a fast-paced environment with strong customer focus. The ideal candidate will have:Ideally 4+ years' experience working in Customer SuccessExcellent interpersonal skills with the ability to build strong workingrelationshipsExcellent communication skills, both written and verbalHighly computer literate including being comfortable with Office 365An eye for detail, accuracy, and consistencyGood organisational skills with the ability to manage conflicting prioritiesInitiative and 'can do' attitude; embracing opportunities to suggest newways of improving processes and engaging customersUnderstanding of audience and ability to tailor content and messaging for various channelsAutonomy to manage their own schedule and responsibilitiesYou are resilient under pressure, responding positively to challenges and moving forward when faced with setbacks.We're looking for someone who is driven, ambitious, and always looking for ways to move the business forward.Ability to thrive in a fast-paced, busy environmentAbility to take feedback on board, offering and implementing solutionsBenefitsOur Benefits includeCompetitive starting salaryPerformance based bonusAdditional annual leaveCompany pensionHealth careHybrid working opportunitiesOn-site parkingFree FoodEducational AssistanceGreat company social eventsWellness programmesBike to Work