Customer Success Manager

Posted 2 hours 27 minutes ago by Deepstreamtech

Permanent
Full Time
Call Centre / Customer Service Jobs
Dublin, Dublin, Ireland
Job Description
Requirements
  • 3+ years of experience in Customer Success, Account Management, or Program Management with enterprise customers
  • Proven ability to collaborate cross-functionally (Sales, Product, Technical, Operations) and influence without authority
  • Comfortable operating in a fast-paced environment, prioritising effectively and delivering against deadlines
  • Strong communication and storytelling skills, including presenting to executive and large-audience groups
  • Highly organised with strong attention to detail, including disciplined CRM/pipeline management and accurate forecasting
  • Experience leading customer engagements such as onboarding sessions, QBRs, webinars, and onsite executive meetings
  • A consultative mindset with the ability to balance hands on technical problem solving and strategic partnership
  • Willingness to travel ( 30%)
  • Preferred: Additional European languages, especially German
  • Preferred: Experience partnering with Works Councils and navigating employee relations considerations
  • Even if you don't think you "check every single box" above, please still consider applying. We're looking for a human who is collaborative, innovative with a growth mindset
What the job involves
  • We're seeking an innovative and driven Customer Success Manager to deliver an exceptional customer experience and help drive the continued success of Workhuman
  • You'll partner with enterprise customers to understand their goals, maximize value from our solutions, and ensure long term adoption and satisfaction
  • You'll own and nurture customer relationships across the full lifecycle-acting as a trusted advisor, managing risks, identifying opportunities for growth, and helping customers achieve measurable outcomes through recognition and engagement. Your work will directly influence retention, expansion, and advocacy
  • This is a hybrid role requiring at least 3 days per week onsite in our Dublin, Ireland HQ
  • The opportunity to manage and grow relationships with enterprise and Fortune 500 customers
  • A strategic role influencing customer outcomes, satisfaction, retention, and expansion
  • Ownership of the customer lifecycle-from onboarding through renewal and advocacy
  • The chance to serve as a trusted advisor, helping customers achieve their recognition and engagement goals
  • A visible, cross functional position partnering with Sales, Insights, Product, and Leadership teams
  • The ability to lead high impact customer engagements, including executive presentations and onsite meetings
  • A role where you can deepen customer partnerships and expand Workhuman's footprint across organizations
  • Success looks like:
  • Building and maintaining strong, multi threaded relationships with customers (from day to day partners to executive stakeholders)
  • Driving high customer satisfaction and creating advocates through measurable outcomes, references, and case studies
  • Creating and executing customer success plans aligned to business goals, adoption milestones, and success metrics
  • Partnering with the Renewals Manager to support renewal and expansion readiness by articulating value, identifying growth opportunities, and ensuring risks are surfaced early
  • Demonstrating strategic value by leading QBRs, recommending best practices, and aligning to customer objectives
  • Proactively managing risks and escalations, coordinating internal resources to protect retention and customer outcomes
  • Leading high impact engagements (onsite and virtual), including executive business reviews and enablement sessions
  • Delivering programs on time by managing scope, stakeholders, and internal/customer resources
  • Providing accurate account forecasts and health reporting (adoption, risk, and opportunity), maintaining clear account plans and next steps