Customer Success Manager

Morgan McKinley; Dublin; On-site; EUR 60,000 - 90,000; Full time

Job summary

Morgan McKinley is seeking a Customer Success Manager to join a growing CS team. You will advocate for customers, combining data-driven activities with direct engagement to support onboarding and product adoption.

Work with Sales, Technical Support and Product to resolve business and technical challenges, ensure customer needs are met and identify opportunities for greater value. Approximately 15% travel required across the US and Europe.

Qualifications

• Bachelor's degree or equivalent relevant experience or certification.
• At least four years in customer success, technical account management, sales engineering or professional services.
• Experience in enterprise SaaS and with analytics applications preferred.
• Ability to coordinate across multiple teams and priorities.
• Proven track record designing and launching CS processes.

Responsibilities

• Proactively engage customers to understand needs and maximize value.
• Use dashboards and analytics to provide meaningful metrics and scorecards.
• Lead weekly meetings and quarterly business reviews.
• Manage onboarding, training, adoption and advocacy activities.
• Drive product adoption and overall account health to support renewals and growth.
• Identify opportunities to improve products and internal processes.
• Collaborate across Sales, CS, Technical Support, Product and other functions.
• Travel about 15% to meet customers in US and Europe.

Skills

Strong organisational skills

Adapt communication style

Cross-functional collaboration

Experience designing customer success

Experience using CS automation tools

Education

Bachelor's degree or equivalent

Tools

Customer success automation software

Job description

Seeking a talented, enthusiastic and career-minded Customer Success Manager to join a growing Customer Success team. In this role, you will act as a customer advocate, combining data-driven activities with direct customer engagement to support successful onboarding and product adoption. You will help resolve business and technical challenges, ensure customer needs are met, and identify opportunities for customers to gain greater value from their existing solutions and relevant additional services. You will work closely with colleagues across Sales, Customer Success, Technical Support, Product and other functions.

Responsibilities

• Proactively engage with customers to understand their needs and help them realise the full value of products and services.
• Use dashboards, analytics and product updates to provide customers with meaningful programme metrics and scorecards.
• Prepare reports and lead weekly customer meetings and quarterly business reviews, while acting as a resource for other team members.
• Manage key customer success activities, including onboarding, training, adoption and advocacy.
• Improve customer value by driving product adoption, customer satisfaction and overall account health.
• Help customers achieve core business goals, including user adoption and return on investment, while supporting renewals and revenue growth.
• Identify opportunities to improve products, services and internal processes.
• Promote customer-focused collaboration across business functions.
• Travel within the US and Europe as required to meet customers (approximately 15% annually).
• Provide training and guidance to new and more junior team members.
• Undertake other duties as required.

Qualifications and Experience

• Bachelor's degree, or equivalent relevant experience and/or certification.
• At least four years' relevant experience in customer success, technical account management, sales engineering or professional services.
• Strong organisational skills, with the ability to prioritise and deliver projects across multiple teams.
• Experience in enterprise SaaS; experience with mobile, business or analytics applications is preferred.
• Ability to adapt communication style for different audiences and stakeholders at all levels, internally and externally.
• A track record of designing, developing and launching customer success processes across teams.
• Experience using customer success automation software.