Customer Success Manager

About the role

Snapfix is looking for a Customer Success Manager to join its growing team in Dublin. Snapfix is a mobile-first platform that helps teams manage facilities, properties, and operations by turning a simple photo into an actionable work item. It is used by hotels, care homes, schools, offices, and facilities teams around the world to identify issues, assign tasks, and keep operations moving.

The customer success team is commercially focused and contributes directly to retention, account expansion, and net revenue growth. In this role, you will be responsible for the full post-sales journey across a portfolio of accounts, with clear ownership of churn reduction, expansion revenue, and net revenue retention.

You will act as a trusted advisor to customers, helping them realize measurable value from Snapfix. Using your product knowledge and customer insights, you will connect platform adoption to operational ROI and build business cases for expansion based on real usage data.

Key responsibilities

• Own the post-sale relationship and lifecycle for a defined group of customer accounts.
• Drive renewals, expansion opportunities, and churn prevention across your portfolio.
• Use customer data, analytics, exports, and dashboards to identify trends and tell a compelling value story.
• Build strong, proactive relationships that support customer success and long-term engagement.
• Work confidently with stakeholders from operations managers through to senior executives.
• Take a consultative approach by diagnosing customer needs and recommending the right solutions.
• Partner with customers to show how Snapfix delivers operational efficiency and measurable ROI.
• Contribute to the evolution of the customer success function and improve how the team operates.

What they are looking for

• 3 to 5 years of experience in customer success, account management, or commercially focused SaaS customer success.
• Proven ownership of revenue goals such as renewals, upsells, expansions, or quota-based targets.
• Comfort working with analytics, data exports, or dashboards and translating findings into insights.
• Strong relationship-building skills with a proactive and structured approach to customer engagement.
• Ability to manage enterprise and mid-market accounts and communicate effectively with both operational and executive stakeholders.
• A consultative mindset focused on listening, diagnosing problems, and recommending solutions.
• Bonus points for experience in a scale-up environment where you helped shape process, or for knowledge of hotels, hospitality, or facilities management.

What you will get

• Primary office-based work in Dublin, with flexibility when appropriate.
• A competitive base salary with performance bonus linked to revenue outcomes.
• Equity as part of the overall reward package.
• Ownership to help define how customer success works at Snapfix.
• Access to a modern tools stack including HubSpot, Claude, Slack, Equals, and a custom-built customer success workflow system.

Additional information

This role is based in Dublin, County Dublin, Ireland and is primarily onsite. Applicants should be comfortable working in a customer-facing, revenue-accountable role within a fast-growing SaaS environment.

The role emphasizes commercial ownership, account growth, and retention outcomes, rather than a purely support-oriented customer success function.