Customer Success Team Manager

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 is an AI-native Procure-to-Pay (P2P) and Accounts Payable (AP) automation company built for complex organisations. In a market full of rigid templates and “plug-and-play” promises, our approach is different. We tailor automation around the organisation, not the organisation around the software.

For over 35 years, we’ve helped finance teams move from reactive, manual processes to controlled, scalable and strategic P2P operations. Our AI-native platform strengthens accuracy, visibility and insight, but it’s our delivery expertise that ensures it works in the real world.

Our success at a glance:

1M+ users worldwide

Trusted by organisations including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government

Global reach with offices in the US, Finland, UK, Kosovo and Ireland

A reputation for owning where precision engineering meets long-term partnership

Join us as a Customer Success Team Manager on a 12-month fixed-term maternity-cover contract and lead our team to drive customer adoption, retention and growth.

Your role

You will be responsible for leading and managing SoftCo's Customer Success team while our current manager is on maternity leave. This is primarily a leadership and operations role, not a hands‑on CSM role. You will keep the team organised and focused, drive strong team performance, give leadership full visibility of the customer portfolio, and ensure customer escalations are prioritised and progressed to resolution by the relevant teams. Working closely with Data & Automation and Account Management, you will lead our transition to a scaled, data‑led Customer Success model.

Your responsibilities

Lead the team

• Manage and coach the Customer Success representatives and analyst: set clear priorities and performance expectations, manage workloads, hold regular 1:1s, and support development
• Coach reps on CS best practice, including onboarding, adoption, health scoring, QBRs, and renewal preparation
• Analyse customer calls to identify training needs and drive improvement, using them as the basis for coaching and feedback
• Keep the team engaged and focused on delivering strong customer outcomes through a leadership transition

Own portfolio visibility and escalations

• Maintain a clear, current view of the whole portfolio (health, risk, renewals, open issues) and report it to the COO
• Own the escalation process: triage, route, and drive resolution with Support, Product, and Delivery, and keep senior stakeholders informed
• Run a regular cadence of portfolio reviews and risk calls, ensuring clear actions, ownership and follow‑up.

Build the scaled CS model

• Lead the implementation of pooled CS coverage for lower-tier accounts
• Work with the analyst and the Data & Automation team to automate customer reporting and insights
• Ensure health scoring alerts are acted on, and work with the analyst and Data & Automation team to build out churn prediction, from defining the signals through to operationalising them

Partner with Account Management

• Define clear handoffs between Customer Success and Account Management for key customer activities, including QBRs, renewal preparation, and upsell and cross‑sell opportunities.
• Work with Account Management to enable Account Managers to spend approximately 20% of their time generating upsell and cross‑sell opportunities within the existing customer base, using Customer Success data and insights to support targeted customer engagement.

Your profile

• Proven experience managing and coaching a Customer Success team, ideally in B2B SaaS, with a track record of driving strong team performance and customer outcomes
• Strong command of CS fundamentals: segmentation, health scoring, churn and retention metrics, and renewal management
• Very data‑literate and comfortable with dashboards, KPIs, and turning insights into clear priorities and action
• Experience coaching reps and raising their capability, including through call review
• Highly organised, with a track record of managing escalations calmly and clearly across multiple teams
• Confident communicating with senior internal stakeholders and customers
• Comfortable stepping into a role quickly with a short ramp‑up and taking ownership of team priorities and delivery

Strongly preferred

• Exposure to accounts payable, finance automation, or ERP environments (for example SAP, Oracle, or Microsoft Dynamics), or at least solid knowledge of the finance function
• Experience with scaled, pooled, or tech‑touch CS models, ideally including implementing or improving these approaches
• Experience working with data or automation teams on churn prediction or customer analytics
• Familiarity with CS and CRM tooling such as Totango, HubSpot, Freshdesk, or similar platforms
• Experience supporting upsell and cross‑sell motions from the CS side

What We Offer

Competitive remuneration and performance‑based bonus

Company‑paid health insurance, pension and life assurance

Hybrid Working Model (3 days per week in office following onboarding period)

On‑site gym with company‑funded fitness classes (Dublin office)

Long service incentive awards and employee referral programme

Structured learning and development investment

Our structure gives you real ownership and direct exposure to senior leadership. Progression is based on capability, not hierarchy.

Our culture

Our culture is built on the values that shape how we work together and how we deliver for our customers.

Initiative, accountability, and collaboration are central to how we operate. Our teams work across disciplines and locations to solve complex problems and deliver meaningful outcomes.

We encourage clear thinking,ownershipand continuous learning.Expertiseisrespectedand people are trusted to take responsibility for the work they lead.

Different perspectives strengthen our teams and improve the systems we build. We are committed to creating an inclusive environment where everyone can contribute and grow.

SoftCo is proud to be an equal opportunities employer and welcomes applications from all backgrounds. Learn more at softco.com/about-us.