Senior Customer Success Manager – Strategic Accounts

Smarttech247; Cork; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Company Pension

Health Insurance

Flexible working

Job summary

Smarttech247 is seeking a senior Customer Success leader to act as the voice of the customer. You will cultivate trusted relationships with CISOs, CIOs, and senior stakeholders, ensuring renewal health and measurable value.

In this role you will partner with Sales, Service Delivery, our SOC, Engineering, and leadership to strengthen retention and drive growth. Travel may be required; location is Cork with Ireland-wide applications considered.

Qualifications

• Five or more years in customer success or account management with strategic or enterprise accounts.
• Senior customer-facing experience in cybersecurity, technology, or managed services.
• Track record of managing renewals and retention and of running quarterly business reviews or executive-level customer meetings.
• Confidence speaking with CISOs, CIOs and other senior stakeholders.
• Enough technical understanding to follow the conversation, without needing to be an engineer.
• Strong judgement and the ability to read sentiment before issues are raised.
• Customer-first outlook with good commercial awareness.
• Excellent written and spoken communication, including the ability to challenge internal teams constructively.
• Proactive, organised and happy to take ownership.

Responsibilities

• Build strong relationships with key customers, including executives.
• Track customer health and sentiment and catch renewal risks before they grow.
• Bring customers ideas and recommendations, not just reports.
• Lead strategic reviews that focus on outcomes and future priorities.
• Take customer feedback back into the business and push for action.
• Lead the relationship response when issues arise, until confidence is restored.
• Support retention and growth and pass opportunities to sales.

Skills

Customer success

Account management

Cybersecurity knowledge

Executive communication

Stakeholder management

Education

Bachelor's degree in business/IT or related field

Job description

You will be the senior voice of the customer at Smarttech247. You will build trusted relationships with CISOs, CIOs, and other senior stakeholders, spot risks early and act fast when something goes wrong. You will work closely with Sales, Service Delivery, our SOC, Engineering, and senior leadership.

Our best customers stay because they see clear value. In this role, you make sure they do.

Location: Reporting to Cork office (HQ), but open to applications within the Republic of Ireland

Travel: Travel may be required for this role

Days and hours: Monday to Friday, 9am to 5:30pm

Benefits

• 1) Company Group Pension Scheme (mandatory from day 1 of employment), 3% ER, 3% EE contribution
• 2) Health Insurance - this is Benefit in Kind
• 3) Flexible working based on tenure and Meeting Free Friday afternoons

What you will do

• Build strong relationships with key customers, including executives.
• Track customer health and sentiment and catch renewal risks before they grow.
• Bring customers ideas and recommendations, not just reports.
• Lead strategic reviews that focus on outcomes and future priorities.
• Take customer feedback back into the business and push for action.
• Lead the relationship response when issues arise, until confidence is restored.
• Support retention and growth and pass opportunities to sales.

What you will bring

• Five or more years in customer success, account management, or service management, with at least two years looking after strategic or enterprise accounts.
• Senior customer-facing experience in cybersecurity, technology, or managed services.
• A track record of managing renewals and retention and of running quarterly business reviews or executive-level customer meetings.
• Confidence speaking with CISOs, CIOs and other senior stakeholders.
• Enough technical understanding to follow the conversation, without needing to be an engineer.
• Strong judgement and the ability to read sentiment before issues are raised.
• A customer-first outlook with good commercial awareness.
• Excellent written and spoken communication, including the ability to challenge internal teams constructively.
• Proactive, organised and happy to take ownership.

Preferred experience and qualifications

• Experience in cybersecurity services.
• At least 5 years' experience in customer management roles.
• Working knowledge of security and compliance topics, such as incident response, ISO27001, GDPR, and NIS2.
• A bachelor's degree in business, IT, or a related field, or equivalent practical experience.
• Experience building customer advocates, references, and case studies.
• Technical certifications (CISSP, CISA etc.) are not mandatory but are considered a plus.

Diversity & Inclusion Mission Statement

At Smarttech247, our mission is to keep our customers secure. Cybersecurity is a complex industry, therefore, in order to tackle its challenges and continue to innovate, we believe that a diverse workforce contributes to greater collective intelligence and ultimately, makes a stronger team – qualities that are needed in our fight against cybercrime.

Smarttech247 is proud to be committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment is decided on the basis of qualifications, merit, and business need.