Strategic Customer Success Manager

eir Ireland; Dublin; On-site; EUR 70,000 - 90,000; Full time

Job summary

eir Ireland is seeking a Customer Success Manager to develop proactive, value-led relationships with key customers. You will coordinate internal stakeholders to address risks, improve the customer experience and help customers achieve their intended business outcomes.

You will own structured customer success plans, monitor health and engagement, identify at-risk accounts and drive retention, while identifying growth opportunities and ensuring value is demonstrated through service reviews and

Qualifications

• Experience in customer success, client services, service delivery, account management or managed services.
• Strong customer relationship and stakeholder-management skills.
• Ability to translate service performance into meaningful customer value.
• Strong analytical, problem-solving and continuous-improvement capability.
• Commercial awareness and an ability to identify customer growth opportunities.
• Excellent communication, facilitation and presentation skills.
• Ability to influence and coordinate across commercial, operational and technical teams.
• Experience developing customer success, retention or service improvement plans.
• Experience within managed services, cloud, ICT or telecommunications is desirable.

Responsibilities

• Develop and maintain Customer Success Plans for assigned key customers.
• Monitor customer health, satisfaction, engagement, service demand and operational risk.
• Identify at-risk customers and coordinate proactive retention or turnaround plans.
• Gather customer feedback and ensure agreed actions are assigned, monitored and closed.
• Identify recurring customer pain points and drive service improvement across operational teams.
• Work with Service Delivery, Sales, Operations and Assurance to ensure customer risks are effectively managed.
• Define customer objectives, success measures and milestones during onboarding and strategic reviews.
• Demonstrate the value delivered through service reviews, improvement outcomes and customer success stories.
• Identify appropriate opportunities for service expansion, cross-sell and additional value.
• Support effective Quarterly Business Reviews through consistent templates, coaching and value reporting.
• Act as the voice of the customer in the development of services, processes and tooling.
• Create customer advocates through references, case studies and shared success stories.

Skills

Customer success

Stakeholder-management

Communication skills

Analytical thinking

Cross-functional

Problem-solving

Job description

eir Ireland is seeking a Customer Success Manager to develop proactive, value-led relationships with key customers. You will coordinate internal stakeholders to address risks, improve the customer experience and help customers achieve their intended business outcomes.

You will own structured customer success plans, monitor health and engagement, identify at-risk accounts and drive retention, while identifying growth opportunities and ensuring value is demonstrated through service reviews and