Customer Service Manager

MCS Group; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

MCS Group is seeking a Customer Success Manager in Dublin, hybrid role, to guide customers through an AI-powered platform and translate insights into measurable business value. You will work across operations, technology and finance to drive renewals and expansion while leveraging AI tools to streamline research, reporting and customer communications.

You will collaborate with Product, Engineering and Solutions teams to ensure customer outcomes, manage complex accounts, and develop playbooks for

Qualifications

• Genuine curiosity about AI and technology, able to learn a complex product and how its system works.
• Regular user of AI tools such as ChatGPT or Claude to improve efficiency and insights.
• 5+ years' experience in Customer Success, Strategic Account Management or similar B2B SaaS/tech environment.
• Experience managing complex enterprise or multi-site customers.
• Strong commercial and senior stakeholder management skills.
• Comfortable interpreting data and demonstrating ROI/business impact.

Responsibilities

• Learn and understand the company’s AI technology, data and system to support customers confidently.
• Help customers turn AI-generated insights into tangible commercial and operational improvements.
• Use AI tools to improve efficiency across research, analysis, reporting and customer communications.
• Produce impact and ROI reporting, translating complex data into clear commercial insight.
• Build relationships with senior stakeholders across operations, technology, finance and commercial teams.
• Own the end-to-end renewal process and identify risks ahead of contract expiry.
• Build account plans, customer health scores and repeatable onboarding, adoption, renewal and expansion processes.
• Develop Customer Success KPIs, systems and playbooks to support future growth.
• Work closely with Product, Engineering, Solutions Engineering and Business Development while retaining ownership of the customer relationship.

Skills

AI curiosity

AI tool proficiency

Tools

ChatGPT

Claude

Job description

Customer Success Manager

Dublin | Hybrid

The Opportunity

The business uses AI, computer vision and data analytics to help major retailers and hospitality organisations better understand customer behaviour and improve areas such as footfall, conversion, queues, staffing, loss prevention and overall store performance.

A key part of the role will be developing a strong understanding of the company\'s AI technology and underlying system, enabling you to confidently explain the product, interpret its insights and help customers turn AI-generated data into commercial results.

You will also be expected to be AI-enabled in your own approach to work, using tools such as ChatGPT and Claude to improve research, reporting, analysis, account planning and customer communication.

What You\'ll Do

• Learn and understand the company\'s AI technology, data and system so you can confidently support customers.


• Help customers turn AI-generated insights into tangible commercial and operational improvements.


• Use AI tools to improve efficiency across research, analysis, reporting and customer communications.


• Produce impact and ROI reporting, translating complex data into clear commercial insight.


• Build relationships with senior stakeholders across operations, technology, finance and commercial teams.


• Own the end-to-end renewal process and identify risks well ahead of contract expiry.


• Build account plans, customer health scores and repeatable onboarding, adoption, renewal and expansion processes.


• Develop Customer Success KPIs, systems and playbooks to support future growth.


• Work closely with Product, Engineering, Solutions Engineering and Business Development while retaining ownership of the customer relationship.

What We\'re Looking For

• Genuine curiosity about AI and technology, with the ability to learn a complex product and understand how the underlying system works.


• Regular user of AI tools such as ChatGPT or Claude, with a mindset of finding smarter and more efficient ways to work.


• 5+ years\' experience in Customer Success, Strategic Account Management or a similar B2B SaaS/technology environment.


• Experience managing complex enterprise or multi-site customers.


• Strong commercial and senior stakeholder management skills.


• Comfortable interpreting data and demonstrating ROI/business impact.

Experience in AI, computer vision, retail technology, analytics, IoT, hospitality technology or enterprise SaaS would be advantageous.