Customer Success Manager

Qashio; Dublin; On-site; EUR 65,000 - 90,000; Full time

Job summary

Qashio in Ireland is seeking a Customer Success Manager to own the end-to-end relationship with your assigned accounts, guiding onboarding, implementation, training, adoption and satisfaction. You will collaborate with Product, Support and Sales, proactively address issues, forecast client needs, drive retention and account expansion, and ensure seamless ERP integrations.

Applicants should have 5+ years in B2B SaaS customer success or related fields, strong communication, and a FinTech mindset

Qualifications

• 5+ years in B2B SaaS customer success or related roles.
• Strong communication and planning skills.
• Experience with FinTech and accounting/expense software.
• Proficient with CRM, MS Office and Google Workspace.

Responsibilities

• Be the day-to-day contact for assigned accounts and build trust.
• Review customer journeys to help goals and provide support.
• Implement strategies to expand accounts and increase retention.
• Offer product solutions to pain points and expand business.
• Act as trusted advisor to forecast needs and suggest features.
• Regularly check in to ensure engagement with Qashio features.
• Maintain collaboration between internal and external teams to hit targets.
• Provide customer success metrics and data as directed.
• Drive functional integration between Qashio and clients' ERP systems.

Skills

Verbal & written communication

Strategic planning

Project management

Relationship management

Customer-centric mindset

Education

Bachelor’s or postgraduate degree in business or related fields

Tools

CRM software

Microsoft Office

Google Workspace

Customer success software

Job description

The Customer Success Manager will work with a high performing team of customer-centric professionals, and is expected to own the entire relationship with their assigned customers; seeing to their onboarding, implementation, training, adoption, retention, and satisfaction. You will anticipate and fix issues before they happen, and are best at proactively looking out for our customers’ businesses and suggesting new and innovative ways to keep them succeeding as they use Qashio. In this role, you will regularly collaborate and communicate with peers in your internal team plus teams in Customer Service, Product, Support and Sales to drive results.

Responsibilities

• Serving as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity.
• Reviewing customer journeys to help them overcome issues and achieve their goals while consistently receiving the necessary attention and support.
• Implementing strategies to expand accounts, increase retention, solve issues and drive satisfaction for customers.
• Offering product solutions to customers’ pain points and finding opportunities to expand the business by maintaining healthy customer relationships.
• Serving as trusted and strategic advisor to customers in order to accurately forecast their needs and provide the best solutions and/or suggest product features.
• Efficiently and regularly checking in with customers to ensure they are consistently engaging with Qashio’s features and solutions and keeping such benefits top of mind.
• Maintaining collaboration and open communication between relevant internal and external teams to achieve targets.
• Supplying and updating customer success metrics and data as directed.
• Driving functional integration between Qashio and clients' ERP systems.

Requirements

• 5+ years of experience in B2B SaaS customer success, account management, product management or a strategic consulting organization.
• Strong skills in verbal and written communications, strategic planning and project management.
• Demonstrated experience and a passion for FinTech, has a good understanding of accounting software and expense management systems.
• Experience using customer success software, CRM software, Microsoft Office and Google Workspace suites.
• A bachelor’s or postgraduate degree in business or related fields would be a plus.
• Relationship management skills and a can-do attitude when presented with challenges.