Customer Success Team Lead - Data-Driven, Hybrid (12m)

SoftCo Group; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Pension

Life assurance

Hybrid working model

On-site gym (Dublin)

Long service awards

Employee referral programme

Structured learning and development

Job summary

SoftCo Group is seeking a Customer Success Team Manager to lead the CS team during a maternity leave, focusing on leadership and operations, not a hands-on CSM role.

You will maintain portfolio visibility, manage escalations, and collaborate with Data & Automation and Account Management to scale a data-led CS model.

The role offers competitive pay, a hybrid working model in Dublin, and benefits including health insurance, pension, and development opportunities.

Qualifications

• Proven experience leading and coaching a Customer Success team in B2B SaaS.
• Strong command of CS fundamentals: segmentation, health scoring, churn/retention, renewal mgmt.
• Very data-literate with dashboards, KPIs and turning insights into actions.

Responsibilities

• Lead the Customer Success team through a maternity-cover period, maintaining performance and clear prioritisation.
• Own portfolio visibility with health, risk, renewals and issues; escalate and resolve with cross-functional teams.
• Build a scaled CS model with pooled coverage for lower-tier accounts and data-driven reporting.
• Partner with Account Management to enable upsell/cross-sell and define clear handoffs.

Skills

CS leadership

B2B SaaS

Data dashboards

Escalation management

Stakeholder communication

Education

Bachelor's degree (preferred)

Tools

Totango

HubSpot

Freshdesk

Job description

SoftCo Group is seeking a Customer Success Team Manager to lead the CS team during a maternity leave, focusing on leadership and operations, not a hands-on CSM role.

You will maintain portfolio visibility, manage escalations, and collaborate with Data & Automation and Account Management to scale a data-led CS model.

The role offers competitive pay, a hybrid working model in Dublin, and benefits including health insurance, pension, and development opportunities.