Manager, Customer Success

Posted 1 hour 53 minutes ago by Jobtailor

Permanent
Full Time
Call Centre / Customer Service Jobs
Cork, Cork, Ireland
Job Description
  • Lead, coach, and develop CSMs and CS Specialists across all customer tiers
  • Drive customer nurturing, product adoption, time to value, account health, retention, and growth outcomes
  • Establish team operating rhythms, including 1:1s, QBRs, health reviews, and performance check-ins
  • Support launch and ongoing management of the Tier 4 pooled Customer Success motion
  • Serve as escalation point for complex customer situations and at-risk accounts
  • Partner with Account Management, Implementation, Support, and Product to represent the customer voice and meet internal commitments
  • Use ChurnZero, Salesforce, and Pendo to monitor health metrics and drive data-informed decisions
  • Support hiring, onboarding, and ramp planning
  • Champion AI-enabled tools and workflows for outreach, health monitoring, and scalable value delivery
Requirements
  • 5+ years of experience in Customer Success, Account Management, or a related customer-facing SaaS role
  • 2+ years in a formal people leadership capacity
  • Track record owning or contributing to GRR, NRR, and churn reduction in B2B SaaS
  • Experience managing or supporting teams across Enterprise, Mid-Market, and pooled accounts
  • Ability to coach early-career CSMs and experienced team members
  • Ability to work cross-functionally with Account Management, Support, Implementation, and Product
  • Based in Cork, Ireland and able to work in a hybrid model from the Cork office
  • Ability to drive adoption of AI and agentic AI capabilities and implement AI-driven workflows
  • Preferred: experience building or contributing to pooled or scaled Customer Success motions
  • Preferred: German proficiency
  • Preferred: experience with ChurnZero, Salesforce, Pendo, or Zendesk
  • Preferred: AI and agentic AI experience with Customer Success platforms or enterprise LLM tools
  • Preferred: familiarity with DAM, MarTech, or digital content ecosystems
  • Experience with Customer Success platforms and their AI/automation features
  • Familiarity with enterprise LLM tools and agentic AI workflows
  • Experience with Salesforce, Gong, Calendly, or Chilipiper
  • Proficiency with Excel, Tableau, or Power BI
  • Ability to translate customer health signals and retention metrics into priorities and coaching opportunities
Core Competencies

Demonstrates expertise in leading Customer Success teams, driving product adoption, and managing customer health metrics. Proficient in utilizing AI-driven tools and workflows to enhance customer engagement and retention in a B2B SaaS environment.

Highest-signal resume keywords
  • Customer Success Leadership
  • Churn Reduction Strategies
  • AI-Driven Workflows
  • Cross-Functional Collaboration
  • SaaS Account Management
ATS Optimization Keywords Hard Skills
  • Customer Success Management
  • Account Management
  • Data Analysis
  • Coaching
  • Performance Metrics
  • Retention Strategies
  • Health Monitoring
  • B2B SaaS Experience
  • Team Development
  • Customer Health Signals
Soft Skills
  • Leadership
  • Coaching
  • Communication
  • Collaboration
  • Problem-Solving
Industry Keywords
  • Customer Success
  • B2B SaaS
  • Account Health
  • Product Adoption
  • GRR
  • NRR
  • Pooled Accounts
  • Enterprise LLM Tools
  • Digital Content Ecosystems
  • MarTech
Tools & Technologies
  • ChurnZero
  • Salesforce
  • Pendo
  • Zendesk
  • Excel
  • Tableau
  • Power BI
  • Gong
  • Calendly
  • Chilipiper