Customer Success Manager - Mobile Access

ASSA ABLOY Sicherheitstechnik GmbH; Galway; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary and benefits

Career development opportunities

Inclusive culture

Job summary

HID Global in Galway, Ireland seeks a Customer Success Manager (CSM) to accelerate Mobile ID adoption across the HID PACS portfolio. You will lead onboarding, enable partners, and drive activation, engagement and renewals while gathering insights for product and service teams.

The role requires strong communication, relationship-building and the ability to work remotely with international teams in a fast-paced environment.

Qualifications

• 10+ years of direct customer engagement in a support or account management role.
• Strong written and verbal communication skills.
• Proven ability to handle complex customer requests and drive adoption.

Responsibilities

• Own onboarding and adoption for Mobile Access users with tailored programs and tools.
• Educate and enable channel partners through regular training and webinars.
• Monitor activation, engagement and retention; identify upsell or cross-sell opportunities with cross-functional teams.
• Gather customer insights and feedback, sharing actionable data with product, sales and service teams.

Skills

Customer onboarding

Channel partner enablement

Analytics

Communication

Relationship building

Remote collaboration

MS Office

Salesforce CRM

Tools

Salesforce CRM

MS Office

Job description

Customer Success Manager (CSM)

An Amazing Career Opportunity for a Customer Success Manager ! Location: Galway, Ireland Job ID: 50297 As a Customer Success Manager (CSM) you will support the acceleration of Mobile Identities as the future and leading form of credentials across Physical Access Control Solutions. The CSM role aims to effectively grow the activations rate at end-users’ level, assist end-users and partners throughout the annual subscription renewal process and provide HID teams with Mobile ID business intelligence. The CSM’s coverage will be across the HID PACS Mature Markets (Europe, North Asia and Australasia). This position will initially report into the Senior Director of Customer Service EMEA.

• Customer Onboarding and Adoption Lead and manage the end-to-end onboarding process for new Mobile Access users, ensuring a smooth transition to HID solutions. Develop and deliver tailored onboarding programmes, resources, and tools that support customer adoption and long-term engagement.
• Channel Partner Enablement Educate channel partners on HID Mobile Access products, services, and best practices so they can support end users effectively. Conduct regular training sessions and webinars to keep partners updated on new features, updates, and relevant industry trends. Develop and maintain strong partner relationships aligned with HID’s business goals and customer success objectives.
• Activation, Engagement, and Retention Monitor customer satisfaction, activation metrics, adoption trends, and other KPIs to identify areas for improvement. Implement strategies to increase activation rates, improve engagement, reduce churn, and support the annual subscription renewal process. Identify opportunities to support account growth through relevant upsell or cross-sell opportunities, in partnership with commercial teams.
• Customer Insights and Internal Feedback Engage with end users to understand usage patterns, future plans, challenges, and support needs. Act as a liaison between end users, partners, and internal HID teams to address issues and enhance the customer experience. Gather customer feedback and business intelligence, sharing actionable insights with product, development, sales, and service teams.

Your Experience and Background include:

• Ideally 10+ years of direct customer engagement in a support function (e.g., non-sales).
• Strong communication skills (verbal and written).
• Demonstrated ability to successfully deal with complex customer requests.
• Proactive with strong analytical, interpersonal and communication skills and ability to build relationships remotely.
• Ability to work independently, form own judgment/opinions, provide insights and drive change.
• Ability to interact with and build relationships with people from different departments and levels of seniority.
• Strong interpersonal and collaboration skills; networking outside and inside the organization and building positive relationships with key individuals and groups.
• Excellent customers engagement and relationship skills.
• Displays good judgement by being able to diplomatically deal with possible complexes customers requests.
• Always act ethically, maintaining the highest personal and professional integrity.
• Strong knowledge of HID Mobile ID portfolio and internal processes associated to this business segment.
• Full English fluency (spoken and written).
• Additional European language will be a plus.
• Proficient in MS Office applications such as Teams, Word, Excel, PowerPoint.
• Proficient in the use of SalesForce CRM.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve.

As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.

Immigration Sponsorship Not Available Applicants for this position must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside of the hiring country will not be considered.

Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application. Information processed by the tool is deleted once the recruiter's review is complete. If you believe the tool has not accurately represented your application, you can request direct human review by contacting [e-mail] with the subject line "Application Review Request" and the role you applied for.

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.