Customer Success Manager - IRE - Imperial Workforce : Job Details

Customer Success Manager - IRE

Location: Waterford, Dublin - Hybrid working with occasional travel.

About the Role: A rapidly growing company in the digital, IoT, and AI technology space is looking for a Customer Success Manager (CSM) based in Ireland to manage relationships with its key customers. The company specialises in leveraging cutting-edge technology to transform the operations of businesses with vehicle fleets and mobile workforces. This role will involve working closely with customers to ensure they fully realise the value of their investments in the company's solutions, driving adoption, retention, and satisfaction.

Job Summary: As a Customer Success Manager, you will be responsible for managing the post-sales relationship with the company’s largest customers in Ireland. You will act as a trusted advisor, helping these customers achieve their business goals through the effective use of the company’s solutions. Your role will involve a combination of relationship management, strategic planning, and technical support, with the ultimate goal of increasing customer retention and satisfaction.

Key Responsibilities:

• Lead all strategic post-sales activities for customers, focusing on adoption, value realisation, and relationship building.
• Develop a deep understanding of the product portfolio to advise customers on features and functionalities that align with their specific needs.
• Collaborate with customers to create success plans that drive positive outcomes and accelerate the time to value.
• Conduct regular check-ins and strategic business reviews to monitor progress and identify opportunities for expansion, cross-selling, and upselling.
• Proactively identify and mitigate churn risks, working closely with the broader account team to ensure successful renewals.
• Partner with the professional services team to engage with customer executives and line-of-business stakeholders.
• Analyse usage patterns and key performance indicators (KPIs) to demonstrate the return on investment (ROI) from the company's solutions.
• Foster strong relationships with internal teams, including Sales, Customer Care, E-Learning, Product Solutions, and Operations, to ensure alignment and support for service-based selling.
• Communicate technical concepts effectively to both technical and non-technical audiences, managing Tier 1 support levels as needed.
• Collaborate with Customer Support to ensure knowledge transfer and assist in resolving challenges.
• Work closely with Product and Engineering teams to track enhancement requests and bugs, serving as the voice of the customer to improve the company’s offerings.

Qualifications & Skills:

• Strong commercial acumen with experience in managing a PnL.
• A minimum of 5 years of experience in customer success or account management.
• Excellent communication skills with the ability to explain complex technical concepts.
• Familiarity with CSM/CRM tools, and other SaaS platforms is an must.
• A proactive, self-motivated team player with innovative ideas for user adoption and churn prevention.

About You: You are passionate about customer success and enjoy working closely with clients to ensure they receive maximum value from the products they use. You thrive in a fast-paced environment and are motivated by the challenge of driving customer satisfaction and retention. You are a strategic thinker who can manage complex relationships and provide insights that help customers achieve their goals.

This role offers a unique opportunity to join a dynamic team and make a significant impact on the company’s success in the Irish market. If you have a proven track record in customer success and are excited about the prospect of working with cutting-edge technologies, we’d love to hear from you.

For more information contact Travis Townsend at Imperial Recruitment Group.