Customer Success Team Lead – 12-Month Coverage

SoftCo; Dublin; Hybrid; EUR 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Pension

Life assurance

Hybrid work model

On-site gym

Learning and development

Employee referral programme

Job summary

SoftCo in Dublin is seeking a Customer Success Team Manager on a 12-month fixed-term maternity-cover contract. You will lead the Customer Success team, ensuring high adoption, retention and growth while the previous manager is away.

This is a leadership and operations role, focusing on portfolio visibility, escalations, and a scaled data-led CS model in collaboration with Data & Automation and Account Management.

Qualifications

• Proven experience leading a Customer Success team in a B2B SaaS environment.
• Strong track record of driving adoption, retention and revenue growth.
• Excellent stakeholder communication and cross-functional collaboration skills.
• Ability to coach and develop team members and manage escalations effectively.
• Data-literate with experience turning insights into action.

Responsibilities

• Lead and coach the Customer Success team during a maternity cover period.
• Maintain portfolio visibility, health, risk, renewals and escalations with senior stakeholders.
• Collaborate with Data & Automation and Account Management to scale a data-led CS model.
• Define handoffs between CS and Account Management for renewals, upsell and cross-sell opportunities.
• Drive adoption and customer outcomes, ensuring strong performance during leadership transition.

Skills

Customer Success leadership

Data-driven mindset

Stakeholder management

Coaching and development

B2B SaaS

Tools

Totango

HubSpot

Freshdesk

Job description

SoftCo in Dublin is seeking a Customer Success Team Manager on a 12-month fixed-term maternity-cover contract. You will lead the Customer Success team, ensuring high adoption, retention and growth while the previous manager is away.

This is a leadership and operations role, focusing on portfolio visibility, escalations, and a scaled data-led CS model in collaboration with Data & Automation and Account Management.