Head of Customer Success

present of AI; Dublin; Hybrid; EUR 120,000 - 160,000; Full time

Job summary

EdgeTier, a Dublin-based AI-powered contact centre analytics software company, seeks a senior leader to own post-sale functions including customer success, support, onboarding and renewals. The role requires steering retention and expansion numbers, and building systems like health scoring and playbooks while coaching managers.

The candidate will explain AI-driven value to enterprise buyers and lead teams through a growth phase, shaping trust with senior stakeholders and improving account health.

Qualifications

• Experience leading post-sale teams in B2B software.
• Proven track record in retention and expansion.
• Ability to articulate value to enterprise buyers.
• Experience coaching managers.

Responsibilities

• Own retention and expansion metrics and outcomes.
• Oversee customer success, support, onboarding and renewals.
• Develop and implement health scoring, playbooks, and segmentation.
• Hire, coach, and develop managers and frontline leads.

Skills

Customer success

Leadership

Coaching

Enterprise value

Tools

Health scoring

Playbooks

Segmentation

Job description

This is a top post-sale leadership job that covers customer success, support, onboarding and renewals, with ownership of retention and expansion numbers. A strong candidate has already grown a B2B software post-sale team through a mid-sized stage, led at least two of those areas, and built the systems behind them such as health scoring, playbooks and segmentation. They can explain the value of an abstract product to enterprise buyers and coach managers while staying close to customers.

How it fits the AI era

The product itself uses AI to analyse customer conversations, so the job involves helping clients trust and act on AI-driven insight. AI can take over routine work like health scoring, ticket triage and report prep, which frees the team for deeper conversations. What stays human is building trust with senior stakeholders, judging when an account is truly at risk, and hiring and coaching people.

How it builds AI experience

The role offers close, daily exposure to how large customer service teams adopt AI analytics and what makes them keep using it. Someone could build this experience by studying how contact centres measure quality and by learning how AI insight turns into proof of value in a review. The posting also mentions access to premium AI models for automating routine tasks.

Worth showing

• Retention and expansion results owned
• Health scoring and playbooks
• Hiring and coaching managers

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About EdgeTier

Per the company, EdgeTier is AI-powered contact centre analytics software that analyses every customer conversation in real time.