Customer Success Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Take ownership of the complete renewal process for designated high-volume accounts, ensuring timely contract execution and sustaining high Gross Revenue Retention (GRR).

• Track account health and usage metrics to pinpoint "ready-to-buy" indicators, qualifying leads for upselling and forwarding them to sales team members.

• Oversee the administrative aspects of customer relationships, including processing amendments, addressing billing inquiries, and maintaining CRM data accuracy.

• Evaluate, process, and accurately fulfill customer downgrade requests in accordance with policy, ensuring retention risks are identified, documented, and resolved through appropriate internal escalation or value-driven conversations.

• Collaborate daily with a team of cross-functional members to deliver a consistent customer experience.

• Serve as the primary point of contact for commercial escalations within the squad, coordinating with Finance and Legal to address obstacles to renewal.

• Uphold a "high bar" for CRM cleanliness, ensuring all renewal dates, contact details, and commercial notes are updated in real-time to support precise executive forecasting.

• Proactively identify bottlenecks in the high-volume renewal process and suggest automation or workflow modifications to enhance the squad's efficiency.

• Drive rigorous execution against team-based KPIs, including Net Revenue Retention (NRR), On-Time Renewal Rate, and Task Completion Speed.

⛳️ Requirements

• 1–2 years of experience in a customer-facing position (Account Management, Sales, or Customer Success), ideally in a B2B SaaS or technology setting.

• Basic comprehension of SaaS financial metrics (ARR, Churn, Upsell) and familiarity with contract terminology.

• Experience utilizing CRM tools such as Salesforce and customer success platforms like Gainsight.

• Proficient in Google Suite.

• Outstanding written and verbal communication skills in English; capable of managing high-volume call, email, and chat correspondence with a professional "Executive Presence."

🏝️ Benefits

• Company Stock Options (Every employee is an owner in the company)

• Great Health Benefits (Medical, Dental, Fertility)

• Paid Family and Caregiver’s Leave

• Employee Assistance Program

• Generous Vacation Time (Who doesn’t like time off)

• €435 one-time work from home allowance

• 4 Company Wellness Days a year

• Pension, 5% company match

• Ongoing education through LinkedIn Learning, Workday Learning, and our Career Growth Portal