Strategic Customer Success Manager

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

📋 Description

• Take charge of and implement both short-term and long-term success strategies for Strategic accounts, which includes stakeholder mapping, success planning, and the realization of long-term value.

• Serve as the customer's voice within the organization, shaping discussions around the product roadmap, go-to-market strategies, and readiness initiatives.

• Facilitate internal, cross-functional discussions and execute plans, coordinating with Implementation, Support, Product, Sales, and Executive Sponsors while ensuring accountability for customer outcomes.

• Develop strong relationships with clients in the Strategic Segment.

• Assess customer risk and proactively leverage value propositions and best practices to enhance retention.

• Manage personal interactions to foster ongoing customer experiences.

• Conduct impactful business reviews that emphasize realized customer value and provide recommendations and insights on new features.

• Maintain regular communication with Senior and Executive Leadership, engaging them as partners to sustain and expand customer relationships.

• Advise customers on appropriate data automation solutions and support configurations for matrixed organizations.

• Thoughtfully and promptly respond to all customer inquiries.

• Record all customer communications in Gainsight.

⛳️ Requirements

• Over 5 years of experience as a Customer Success Manager.

• More than 3 years of experience supporting Enterprise customers in a CSM role with $1M+ ARR.

• Demonstrated ability to act as a trusted advisor to senior leaders, managing ambiguity and influencing outcomes without direct authority.

• Eagerness to work with demanding, multinational customers.

• Proven CSM who is self-driven and focused on customer satisfaction.

• Proficiency in Gainsight and Salesforce is required.

• Exceptional verbal and written communication skills.

• Strong listening abilities with the capacity to engage with a diverse range of customer profiles.

• Impressive executive presence with a proven track record of influencing decision-making at all levels.

• Proven capability to collaborate with all team members, including sales, software development, and product management.

• Candidates must be located in the Republic of Ireland.

• Must possess the legal right to work in Ireland without sponsorship, both now and in the future.

🏝️ Benefits

• Competitive base salary.

• Company-sponsored health and life insurance.

• Ireland statutory auto-enrolment pension (My Future Fund) with employer contributions.

• Eligibility for a discretionary annual performance bonus.

• 20 days of paid vacation, in addition to all Irish public holidays.

• Remote-first work environment.

• Statutory leave and company sick leave benefits.

• Recognition, rewards, and team celebrations that acknowledge outstanding work.

• Opportunities to give back through company-supported community service initiatives.

• Recognized as a Best Place to Work for 10 consecutive years, along with numerous other workplace accolades.

• Continuous learning and career development facilitated by our dedicated Learning & Development team—committed to investing in your growth.