Strategic Customer Success Manager

• Own and execute short-term and long-term success strategies for Strategic accounts, including stakeholder mapping, success planning, and long-term value realization
• Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives
• Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes
• Build strong relationships with customers in the Strategic Segment
• Evaluate customer risk and proactively use value propositions and best practices to drive retention
• Manage personal touchpoints to drive ongoing customer experiences
• Conduct effective business reviews highlighting realized customer value and communicating recommendations and new features
• Communicate regularly with Senior and Executive Leadership and leverage them as partners to maintain and grow customer partnerships
• Consult with customers to determine suitable data automation options and support configurations for matrixed organizations
• Respond to all customer inquiries thoughtfully and promptly
• Track all customer communication in Gainsight

• 5+ years’ experience as a Customer Success Manager
• 3+ years’ experience supporting Enterprise customers in a CSM role of $1M+ ARR
• Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority
• Desire to work with demanding, multi-national customers
• Established CSM who is self-motivated and customer-focused
• Gainsight & Salesforce required
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Strong executive presence with proven ability to influence decision-making at all levels
• Proven ability to work with all members of the team, including sales, software development, and product management
• Must be located in the Republic of Ireland
• Must have the legal right to work in Ireland without sponsorship now and in the future

• Competitive base salary
• Company-sponsored health and life insurance
• Ireland statutory auto-enrolment pension (My Future Fund) with employer contributions
• Eligibility for a discretionary annual performance bonus
• 20 days of paid vacation, plus all Irish public holidays
• Remote-first work environment
• Statutory leave and company sick leave benefits
• Recognition, rewards, and team celebrations that recognize great work
• Opportunities to give back through company-supported community service initiatives
• Named a Best Places to Work for 10 consecutive years, along with numerous other workplace awards
• Ongoing learning and career development through our dedicated Learning & Development team—we're committed to investing in your growth