Customer Success Manager

EVERYANGLE; Ireland; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Private health insurance

Pension contribution

Job summary

EVERYANGLE seeks a senior leader to own renewals, drive expansion and manage executive relationships across our B2B SaaS platform for retailers. You will design the CS playbook, run accounts end-to-end including renewals, reports, and executive calls, while building the team around you as the company scales.

Based in Ireland or willing to relocate, you will collaborate with US, UK and Gulf time zones, travel as needed, and shape a first-class customer success function that turns pilots into an

Qualifications

• Senior customer success leader with ownership over renewals and expansion.
• Strong ability to build a CS playbook, cadences, and health scores.
• Experience handling enterprise accounts and ROI/P&L discussions.

Responsibilities

• Own renewals and expansion across accounts.
• Deliver monthly impact reports and executive-level updates.
• Manage executive relationships and set the CS strategy.
• Design prescriptive success plans and drive product feedback into roadmap.
• Build the CS function and recruit as the team grows.

Skills

CS leadership

Commercial acumen

Data literacy

Enterprise customers

Relocation willingness

Tools

HubSpot

Job description

EVERYANGLE is a retail Vision AI company built on an agentic core. We turn the camera infrastructure a retailer already owns into real-time store performance intelligence: footfall and conversion, in-store engagement by merchandise zone, queue pressure and abandonment, staffing against traffic, and loss prevention. Our agents act on it too, synthesizing what is happening across every store, flagging what needs a decision, and producing the reporting a store director or a CFO can act on without someone translating a dashboard for them. Retailers use it to make money-facing decisions on labour, layout, promotions and energy, and to put a P&L number on what happens inside the store.

Our edge platform is camera-agnostic and runs on the network hardware retailers already have in store. We sell direct and through Cisco's global partner channel. Customers include IKEA, H&M, Ulta Beauty and Starbucks, with live pilots at well known names in grocery, luxury, pharmacy and hospitality across the US, UK, Europe and the Middle East. We have just closed a funding round and are scaling the go-to-market team to treble pipeline and active pilots over the next 18 months.

The role

Our most successful customers run EVERYANGLE across large parts of their estate, use the data every week and keep asking for more: more stores, more use cases, more brands within the group. Moving from counting entrances to understanding what happens inside the store multiplies the value of every site three to four times. Our 2027 plan assumes a large share of new revenue comes from taking what already works for our best customers and doing it at scale, across every account. You will own that.

You will lead renewals and expansion, run the executive relationship with each customer, make sure every customer receives a monthly, CFO-grade account of the impact we are having, and build the customer success function from a playbook you already know works. Today this work is done by the CEO and the Head of GTM alongside their other jobs. It works at our current size and will not work at three times the size.

This is a senior hire, but a senior hire for a scale-up: high autonomy, real ownership, and a title that will grow with the function rather than in front of it. You design the function and its playbook, and you also run the accounts yourself, renewals, reports and executive calls included, while the team is built out around you. Do this well and the next step is Head of Customer Success, with the roles you build now reporting to you. If you have done this once already and want to do it again with more ownership from day one, this is the role.

This is not a support role. Tickets, integrations and technical issues go to our Senior Solutions Engineer and Customer Support. You are measured on gross retention and expansion revenue, not on ticket volume. You negotiate commercially, not technically: any change to detection thresholds, data retention windows or how a metric is calculated needs sign-off from Product and Engineering before it is promised to a customer. You bring the business case; they own the technical call. You are the person who turns a happy pilot into an estate.

What you will do

• Own renewals. Run every renewal from 120 days out: commercial options, co-termination, the ROI case and the finance stakeholder who has never met us. Protect gross retention and never let a renewal surprise us.
• Drive expansion. Build an expansion plan per account (more stores, in-store engagement and queue use cases, new brands within a group) and bring in the BDM and Solutions Engineer when a pilot starts.
• Deliver monthly impact reports. Using our AI-based report templates and the portal, produce and present a monthly impact report for each account in the customer's P&L language. The templates and the portal are still maturing, so expect genuine manual work in the early months, and route bugs or gaps on this specific surface straight to Product and Engineering as they happen, rather than saving them for the weekly session.
• Run the executive relationship. Set a disciplined cadence, own escalations before they reach the customer's senior management, and keep a visible health score per account.
• Design prescriptive success plans. For each retail niche, define the five things we do for every customer, in order, so value creation is a programme and not luck.
• Close the loop with product. Run a weekly customer insight share with Product and Engineering and turn feedback into evidenced requests. Product and Engineering set the roadmap; your job is the business case and the evidence, not the priority call.
• Create proof. Case studies, references and reference calls. Our best customers are our best sales asset; make that systematic.
• Build the function. Define the CS playbook, metrics and tooling in HubSpot, and shape the roles that will report to you as the customer base grows. It is the clearest path in the company to Head of Customer Success.

What success looks like

By 90 days: every executive sponsor met, renewal calendar and health scores live, monthly impact reports running for all customers, expansion plan per account and the first expansion pilot scoped. By 12 months: expansion is a predictable revenue line reported monthly, net revenue retention above 120%, and the CS playbook documented well enough to hire into. We refine these with you in your first two weeks.

What you bring

• 3 to 8 years in customer success or strategic account management for a B2B SaaS company, including a stretch at a startup or scale-up as it grew from a few million in ARR, where you owned renewals and an expansion number. Ideally you have taken a CS function from roughly EUR 3 million to EUR 10 million in ARR.
• Enterprise customers with many sites or business units, ideally in retail, hospitality or another operations-heavy sector.
• Commercially sharp and data-literate: you can build an ROI or P&L case, read a dashboard critically and defend a number to a CFO.
• Technically credible at a working level: you understand how a camera, a network and a data pipeline produce a metric, and you can explain it to a store director without an engineer in the room.
• You have built or materially shaped a CS function before: playbooks, cadences, health scores, tooling.
• Based in Ireland or willing to relocate, with the flexibility to work across US, UK and Gulf time zones when customers need it, and to travel to customers for executive reviews.
• Nice to have: retail analytics or store operations background; experience of partner-influenced accounts where a channel or infrastructure partner sits alongside you in the customer; HubSpot and modern CS tooling; comfort using AI tooling to produce customer reporting; a second European or Middle Eastern language.

What we offer

• Ownership of a revenue line the company's 2027 plan depends on, reporting to the Head of GTM with a seat close to the CEO, and a clear path to Head of Customer Success as the function and the team you build report into you.
• A high-autonomy build seat, not a maintenance one: you are writing the function's first playbook rather than inheriting someone else's, which is exactly why it carries a real path to Head of Customer Success.
• Ownership of a revenue line the company's 2027 plan depends on, reporting to the Head of GTM with a seat close to the CEO, and a clear path to Head of Customer Success as the function and the team you build report into you.
• A high-autonomy build seat, not a maintenance one: you are writing the function's first playbook rather than inheriting someone else's, which is exactly why it carries a real path to Head of Customer Success.
• Private health insurance and a pension contribution from day one, so moving here from a SaaS company that already offers this does not mean giving it up.
• A customer base of recognisable global brands who are asking to expand, and a product roadmap being shaped to make your reporting automatic.
• The chance to build a customer success function properly, from the start, with the roles we add reporting to you as the base grows.
• A small, distributed team across Ireland, Dubai, South Africa and Mexico, with the CEO and VP Product and Engineering in Ireland alongside you.

How we hire

A 30-minute screening call with the Head of GTM, a 60-minute first interview, a 60-minute working session with our VP of Product and Engineering covering technical fluency and a live role-play where they play the customer asking for a feature, followed within 24 hours by the written follow-up to the product team a candidate would actually send after a real customer call, a 60-minute second interview with our CEO, then references and offer. We move quickly once the panel is aligned, but we do not skip steps.

EVERYANGLE is an equal opportunity employer. We hire on capability and ownership.