Customer Success Manager – Enterprise

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  • Location Dublin, IE
  • Department Customer Success
  • Type Full Time

The Customer Success Manager supports all aspects of the customer lifecycle from onboarding to business reviews for a strategic portfolio of enterprise customers on our People Success platform. This high-touch position requires a strong attention to detail and follow through. The ideal candidate understands the HR and/or employee engagement space, has a passion for technology, is obsessed with helping customers succeed and loves working in a fast-paced environment.

What you will do…

  • Primary point of contact for all post-sales activities including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities.
  • Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear.
  • Deliver quarterly business reviews focusing on recommendations to align our platform to the customer’s business goals and strategy.
  • Analyze customer’s survey results regularly and deliver solutions based on internal and industry best practices.
  • Proactively engage customers and work closely with named accounts ensuring they are trained and successfully using our product.
  • Advocate for customers leading internal teams and projects to solve customer’s needs.
  • Monitor customer health, identify risk, develop success plans and deliver recommendations.
  • Prioritize and drive timely resolution on customer inquiries using Desk.com support center.
  • Gather regular customer feedback and suggestions and present ideas to key stakeholders internally.
  • Propose new ideas to continuously evolve the customer experience.
  • Potentially travel to meet with customers on a quarterly basis, or as required.

Who you are…

  • Must have 5+ years experience working in the Employee Engagement, HR Survey or Organizational Development Industry
  • Fast learner who can understand and articulate technology at any level.
  • Must have knowledge of the HR, Organizational Development, and/or Employee Engagement industry.
  • BA/BS or equivalent work experience; Master’s preferred.
  • Excellent verbal and written communication skills.
  • English + another language desirable.
  • Self motivated team player that has ideas on fresh new ways to exceed customer’s expectations.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Ability to multi-task and perform under pressure.
  • Passionate about technology.
  • Demonstrated technical problem solving abilities.
  • Small company/start-up experience preferred.