Customer Success Manager
Job description
About the role
This position manages enterprise portfolios to drive adoption and retention. The role functions as a trusted advisor, aligning solutions with client objectives to achieve measurable business outcomes.
Customer success teams keep customers happy after the sale. They onboard new accounts, answer questions, and help users get value from a product. They watch usage signals and step in before customers churn. The role mixes support, training, and account management. Customer success teams are measured on retention, usage, and customer satisfaction. Most companies provide structured onboarding so new team members learn the product deeply first.
Key facts
What you'll do
Portfolio performance is tracked for enterprise accounts to achieve defined business outcomes and realized value. Measurable value is delivered to assigned customers through consistent execution of success plans.
Customer objectives are translated into clear, trackable metrics that structure engagement and success planning. Business reviews and outcome-focused conversations guide the customer journey and long-term adoption.
Renewal readiness is ensured through proactive planning and consistent demonstration of platform value. The end-to-end renewal process is managed for assigned accounts to enable smooth transitions.
Advisors navigate organizational change and support evolving client goals.
Daily workflows are streamlined through practical AI tool usage that enhances efficiency.
Requirements
Proven experience managing a book of business within a SaaS environment is required, with a track record of driving software adoption, retention, and customer growth. Excellent consultative, success planning, and business review presentation skills must be demonstrated.
An ownership mindset and natural curiosity enable navigation of change for enterprise clients pursuing business goals. Prior experience using AI tools to streamline tasks and improve efficiencies is necessary. Willingness to travel up to 10 times per year supports key customer on-sites and attendance at relevant industry events.
Practical notes
The role operates in a hybrid model, requiring 3 or more days in the Dublin office. The position targets enterprise clients globally within a scaled SaaS model. Typical interview steps
Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.
Nice to have
Experience in eLearning, EdTech, or Learning Management Systems (LMS) is valued. Familiarity with APIs, integrations, or Single Sign-On (SSO) is viewed favorably. Experience working cross-functionally in a scaled SaaS environment is preferred.
Skills & tools
General knowledge about roles in this field and the tools used. Roles in this field focus on long-term customer outcomes and adoption metrics. SaaS success teams use structured planning and data-driven reviews. AI tools are increasingly used to automate routine tasks and support decision-making. Cross-functional collaboration is common in scaled technology organizations. Travel to customer sites is typical for strategic accounts in enterprise software.
Good to know
Roles in this field focus on long-term customer outcomes and adoption metrics. SaaS success teams use structured planning and data-driven reviews. AI tools are increasingly used to automate routine tasks and support decision-making. Cross-functional collaboration is common in scaled technology organizations. Travel to customer sites is typical for strategic accounts in enterprise software.
Career growth
Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.