Customer Success Manager - SaaS AI Platform

Role Overview

This is a fixed-term contracting opportunity lasting 12 months, based in Dublin with a hybrid working model. The role focuses on enhancing customer success for a SaaS AI platform aimed at boosting eCommerce business performance by improving customer experience and business outcomes.

Key Responsibilities

• Collaborate closely with Sales teams to ensure smooth onboarding process for new customers, helping them become proficient with the platform swiftly and confidently.
• Maintain strong relationships with assigned customers, regularly engaging to understand their usage and assist them in maximizing the platform’s capabilities.
• Identify opportunities to increase product adoption, reduce customer churn, and support clients in achieving their strategic business objectives.
• Work cross-functionally with Product, Support, and other teams to provide a cohesive customer experience and share insights that contribute to product improvements.
• Manage customer portfolios using HubSpot, leveraging data and analytics to monitor engagement, retention, and growth potential.

Required Qualifications and Skills

• Proven experience in Customer Success, Account Management, or closely related roles within SaaS or technology organizations.
• Strong relationship-building abilities, with the capacity to understand client goals and serve as a dependable advisor.
• Business-oriented with analytic capabilities to interpret data and help customers realize tangible value.
• Effective communication skills, including confident verbal and written interactions with customers, leading discussions and meetings.
• Curiosity and aptitude for technology; comfortable learning and explaining functionalities of SaaS products in practical terms.
• Team player attitude, showing initiative and readiness to collaborate across Sales, Product, and Support departments.

Benefits and Opportunity

• This position is initially contracted for 12 months covering maternity leave, with strong prospects for permanent employment due to company growth.
• Attractive compensation with a base salary plus performance-based bonuses.
• Access to healthcare benefits and pension schemes.
• Hybrid work schedule offering a balance between remote work and office presence with fixed in-office days.
• Opportunity to collaborate with leading technology professionals in Ireland in a supportive and idea-sharing work environment, facilitating accelerated skill development.
• A meaningful role where your contributions directly impact customer success and company growth.