Customer Success Manager
We are looking for a proactive and customer-focused Customer Success Manager to join our team. In this role, you’ll be responsible for building strong relationships with our customers, driving product adoption, and ensuring long-term satisfaction and retention.
* Salary: DOE
* Duration: Full time, permanent
* Location: Ireland or the UK
* Department: Operations
Position Overview:
We are looking for a proactive and customer-focused Customer Success Manager to join our team. In this role, you’ll be responsible for building strong relationships with our customers, driving product adoption, and ensuring long-term satisfaction and retention. You’ll serve as the trusted advisor to your portfolio of accounts, helping them achieve their goals using our platform.
Key Responsibilities:
* Own the customer lifecycle post-sale, including ongoing product adoption, training, expansion, and retention
* Serve as the main point of contact for your customers, providing guidance and proactive support, including attending meetings with relevant customers as and when required.
* Own the contract renewal process for your segmented customer group, this includes pricing discussions, negotiations and contract sending / administration.
* Develop success plans tailored to each customer’s goals and objectives
* Monitor customer health metrics and usage data to identify risk and opportunity
* Collaborate with Sales, Support, Product, and Marketing teams to advocate for customer needs
* Conduct regular check-ins, business reviews, and product updates
* Drive product engagement and adoption through education and best practices
* Identify and pursue upsell or cross-sell opportunities in collaboration with the Sales team
* Ensure high customer satisfaction (CSAT), retention, and Net Promoter Scores (NPS)
Required Skills and Qualifications
* 2–4+ years of experience in Customer Success, Account Management, or related customer-facing roles in a SaaS environment
* Strong communication and interpersonal skills with the ability to build relationships with stakeholders at all levels
* Proven ability to manage a portfolio of customer accounts with varying needs
* Analytical mindset with experience using CRM and customer success tools (e.g. HubSpot and Zendesk)
* A proactive problem-solver with a passion for delivering value to customers
* Comfortable with remote collaboration and fast-paced environments
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