Customer Success Manager

About the Role

This opportunity is offered through a partner company seeking a Customer Success Manager based in Ireland. The role focuses on fostering meaningful client connections and helping customers leverage a global employment platform to its fullest. As a trusted advisor, you will engage with a diverse set of customers to ensure their satisfaction, encourage adoption, and support their long-term success.

The position blends relationship stewardship, problem-solving abilities, and strategic teamwork across various internal departments. Operating in a remote-first, international setting, your insights from customer interactions will directly contribute to product enhancements and company growth. This role suits individuals passionate about collaborating with people, analyzing needs, and creating scalable, effective solutions for global workforce management.

Primary Responsibilities

• Oversee and develop a portfolio of customer accounts to promote engagement, satisfaction, and retention.
• Continuously track customer wellbeing metrics, proactively mitigate risks, and manage case resolutions.
• Respond promptly and effectively to customer inquiries within the scope of customer success.
• Conduct educational sessions, product demos, and handle escalation discussions to support customer growth and adoption.
• Coordinate with internal teams to manage escalations and resolve client issues while maintaining satisfaction.
• Analyze customer data to understand their needs, advocate on their behalf, and spot opportunities for improvements.
• Contribute ideas to create scalable customer success processes and improve overall experiences.
• Engage in cross-functional projects aimed at enhancing customer engagement and satisfaction.
• Serve as a core liaison for Sales, Support, Product, and Marketing teams.
• Work closely with Sales on retention strategies, especially for accounts at risk of churning.
• Collaborate with finance-related departments to manage overdue payment collections.
• Stay updated on product developments and industry trends to elevate customer support expertise.

Qualifications and Requirements

• At least two years experience in Customer Success, Account Management, or similar client-facing roles, preferably in SaaS or technology sectors.
• Demonstrated ability to juggle multiple customer relationships and achieve measurable success outcomes.
• Strong skills in managing customer expectations, resolving conflicts, and building dependable partnerships.
• Proficient in English with excellent written and verbal communication abilities.
• Strong interpersonal skills capable of forming rapport with diverse clients.
• Analytical aptitude for leveraging data to discern trends and customer needs.
• Proven collaboration with cross-functional teams to reach common goals.
• Adept at managing shifting priorities in fast-paced remote work environments.
• Highly organized with great attention to detail.
• Deep commitment to customer advocacy and outstanding service delivery.
• Enthusiasm for ongoing learning about products, industries, and customer requirements.
• Preferred: Experience using tools like Zendesk, Asana, Notion, and Slack.
• Preferred: Background in HR technology or managing employment practices across multiple countries.
• Must have a reliable internet connection to work remotely effectively.

Benefits

• Work fully remotely with the flexibility to operate from any location authorized by local work laws.
• Up to 40 days of paid time off annually, including holidays and vacation, or more per local regulations.
• Access to mental health support services.
• Monthly wellness allowance through a flexible benefits platform.
• Paid parental leave with job protection per local legislation.
• Home office stipend for equipment such as laptops.
• Engage with a diverse, international, and inclusive team.
• Company culture emphasizing trust, flexibility, continuous learning, and impactful work.