Lead Customer Success Manager, Strategic Accounts

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

📋 Description

• Coordinate the customer experience after the sale for strategic accounts.

• Encourage product usage, eliminate obstacles, proactively oversee risks, and discover opportunities for new products and services.

• Manage a portfolio of 30–40 enterprise-level, high-value accounts with a focus on retention and growth.

• Cultivate relationships within customer organizations and foster long-term partnerships.

• Employ strategic thinking, consultative problem-solving, and product expertise to achieve measurable business outcomes and optimize ROI.

• Collaborate with Sales, Marketing, Product, Contract Management, and executive leadership to create success plans, growth strategies, and risk management approaches.

• Create and present Executive Business Reviews, presentations, and strategic consultations.

• Develop adoption roadmaps, identify and eliminate technical and cultural barriers to adoption, and align internal resources with customer initiatives.

• Travel onsite for strategic consulting engagements, typically 2–3 times per year.

• Exhibit sustained, significant, and quantifiable impact through program development, team growth, and/or personnel development.

⛳️ Requirements

• Proficient in business-level English.

• Experience working with large organizations (200+ employees).

• Proven track record managing a minimum of $8-10M ARR.

• Demonstrated success in measurably impacting customer outcomes through innovative problem-solving, strategic consulting, and change management.

• SaaS platform experience is preferred but not mandatory.

• Exceptional communication and relationship-building abilities.

• Capability to engage multiple stakeholders and deliver persuasive executive-level presentations.

• Comfort with managing change effectively.

• Expertise in project management, including planning and executing strategic initiatives.

• Experience in risk management, account retention, and renewal strategies.

• Independent, proactive mindset in identifying challenges and collaboratively solving them creatively.

• Background as a Senior CSM, Senior Account Manager, or in strategic partnerships.

• Experience engaging with VP+ or C-suite decision-makers.

🏝️ Benefits

• Flexible work arrangement: Dublin office, hybrid, or fully remote options available.

• In-person onboarding and events when applicable.

• Alternative arrangements for candidates with travel restrictions or specific needs.

• Support or accommodations for candidates with disabilities.

• Human-reviewed hiring decisions.

• A global team and office atmosphere.