Remote Digital Customer Success Manager (Ireland)

Responsive; Dublin; Hybrid; EUR 76,000 - 85,000; Full time

Benefits offered by this job

Remote in Ireland

Job summary

Responsive, a market leader in Strategic Response Management, seeks a Digital Customer Success Manager to support 500+ SMB customers remotely from Ireland. You will run time-bound engagements to drive adoption, renewals, and expansion, collaborating with Sales, Support, and Renewals to maximize value.

As a subject matter expert, you’ll leverage ticketing systems and analytics to craft proactive, outcome-driven programs while aligning with cross-functional teams and scalable processes.

Qualifications

• 2–3+ years of Customer Success Management and/or Account Management experience in a B2B SaaS environment.
• Experience supporting Small & Mid-Market customers or a high volume of customer accounts.
• Familiarity with ticketing systems like Zendesk.
• Experience with customer experience tools such as Matik, Staircase, or similar.
• Experience working with RFXs and Proposal Management Teams and/or grant writing is a plus.
• Experience working remotely with international teams, demonstrating effective collaboration across time zones and cultures.

Responsibilities

• Execute on a scalable, hybrid engagement strategy to support a diverse portfolio of 500+ accounts and drive customer retention, satisfaction, and revenue growth.
• Provide expert, timely guidance to customers through our ticketing system, utilizing a team-based email alias and video conferencing (Zoom), offering tailored product support and consultative discussions.
• Utilize Gainsight, Salesforce, G Suite, Matik, and AI platforms to monitor platform adoption, keep complete internal records, and maintain open lines of communication with customers.
• Develop engagements that ensure customers adopt our platform successfully, aligned with their business needs.
• Use customer data in Gainsight CS to identify trends for common customer challenges and methods to mitigate risk.
• Provide insights to cross-functional teams to prepare for renewals and identify opportunities for expansion.
• Proactively address risk and opportunity alerts by engaging directly with customers or coordinating with internal stakeholders.
• Partner with Renewals Team to support at-risk accounts and ensure ongoing value.
• Act as a subject matter expert in Responsive’s products, delivering guidance on best practices and outcomes.

Skills

Customer success

Account management

B2B SaaS

Remote collaboration

Tools

Gainsight

Salesforce

G Suite

Matik

Staircase

Job description

Responsive, a market leader in Strategic Response Management, seeks a Digital Customer Success Manager to support 500+ SMB customers remotely from Ireland. You will run time-bound engagements to drive adoption, renewals, and expansion, collaborating with Sales, Support, and Renewals to maximize value.

As a subject matter expert, you’ll leverage ticketing systems and analytics to craft proactive, outcome-driven programs while aligning with cross-functional teams and scalable processes.