Manager, Customer Success

Jobtailor

Cork

On-site

EUR 90,000 - 130,000

Full time

5 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Jobtailor in Cork, Ireland, is seeking a Senior Customer Success Leader to guide and scale our customer success teams in a hybrid work model. You will drive product adoption, health metrics, and retention while shaping strategic initiatives across Enterprise, Mid-Market, and pooled accounts.

You will mentor CSMs, partner with Sales, Support, Implementation, and Product, and champion AI-enabled workflows to deliver scalable value and improved customer outcomes.

Qualifications

5+ years in Customer Success, Account Management, or related SaaS role.
2+ years in formal people leadership.
Track record of churn reduction in B2B SaaS (GRR, NRR).
Experience with teams across Enterprise, Mid-Market, and pooled accounts.
Based in Cork, Ireland with hybrid Cork office availability.
Experience with AI-enabled tools and workflows for outreach and health monitoring.

Responsibilities

Lead, coach, and develop CSMs and CS Specialists across all customer tiers.
Drive customer nurturing, product adoption, time to value, account health, retention, and growth outcomes.
Establish team operating rhythms, including 1:1s, QBRs, health reviews, and performance check-ins.
Support launch and ongoing management of the Tier 4 pooled Customer Success motion.
Serve as escalation point for complex customer situations and at-risk accounts.
Partner with Account Management, Support, Implementation, and Product to represent the customer voice and meet internal commitments.
Use ChurnZero, Salesforce, and Pendo to monitor health metrics and drive data-informed decisions.
Support hiring, onboarding, and ramp planning.
Champion AI-enabled tools and workflows for outreach, health monitoring, and scalable value delivery.

Skills

Customer Success Leadership

Coaching

Cross-Functional Collaboration

Data Analysis

Team Development

Retention Strategies

Health Monitoring

B2B SaaS Experience

Tools

ChurnZero

Salesforce

Pendo

Zendesk

Excel

Tableau

Power BI

Gong

Calendly

Chilipiper

Job description

Lead, coach, and develop CSMs and CS Specialists across all customer tiers
Drive customer nurturing, product adoption, time to value, account health, retention, and growth outcomes
Establish team operating rhythms, including 1:1s, QBRs, health reviews, and performance check-ins
Support launch and ongoing management of the Tier 4 pooled Customer Success motion
Serve as escalation point for complex customer situations and at-risk accounts
Partner with Account Management, Implementation, Support, and Product to represent the customer voice and meet internal commitments
Use ChurnZero, Salesforce, and Pendo to monitor health metrics and drive data-informed decisions
Support hiring, onboarding, and ramp planning
Champion AI-enabled tools and workflows for outreach, health monitoring, and scalable value delivery

Requirements

5+ years of experience in Customer Success, Account Management, or a related customer-facing SaaS role
2+ years in a formal people leadership capacity
Track record owning or contributing to GRR, NRR, and churn reduction in B2B SaaS
Experience managing or supporting teams across Enterprise, Mid-Market, and pooled accounts
Ability to coach early-career CSMs and experienced team members
Ability to work cross-functionally with Account Management, Support, Implementation, and Product
Based in Cork, Ireland and able to work in a hybrid model from the Cork office
Ability to drive adoption of AI and agentic AI capabilities and implement AI-driven workflows
Preferred: experience building or contributing to pooled or scaled Customer Success motions
Preferred: German proficiency
Preferred: experience with ChurnZero, Salesforce, Pendo, or Zendesk
Preferred: AI and agentic AI experience with Customer Success platforms or enterprise LLM tools
Preferred: familiarity with DAM, MarTech, or digital content ecosystems
Experience with Customer Success platforms and their AI/automation features
Familiarity with enterprise LLM tools and agentic AI workflows
Experience with Salesforce, Gong, Calendly, or Chilipiper
Proficiency with Excel, Tableau, or Power BI
Ability to translate customer health signals and retention metrics into priorities and coaching opportunities

Core Competencies

Demonstrates expertise in leading Customer Success teams, driving product adoption, and managing customer health metrics. Proficient in utilizing AI-driven tools and workflows to enhance customer engagement and retention in a B2B SaaS environment.

Highest-signal resume keywords