Enterprise Customer Success Manager

Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. Headquartered in Dublin since 2013, the company now sells in 40 countries and supports customers in 11 languages.

Job summary

We are backfilling a position after an internal move. Success in this role is measured on gross retention, product adoption and account health scores. Remote, open to candidates across Ireland. Few meetings, lots of written updates.

What you'll be doing

• Build success plans with measurable goals for each account.
• Report monthly on churn risk and saves.
• Recruit happy customers for references and case studies.
• Coordinate with support on open tickets for your accounts.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Drive renewals alongside the commercial team, starting 120 days out.
• Flag expansion opportunities to the account executive or account manager.
• Run quarterly business reviews with customer stakeholders.

Qualifications

• 5-7 years in customer success, account management or implementation at a SaaS company.
• Able to learn a technical product and explain it in plain terms.
• Experience managing renewals or retention targets.
• Organised across many accounts at once.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Travel up to 15%.

Preferred qualifications

• Experience with usage-based pricing.
• Prior implementation or onboarding role.

What we offer

• Health insurance for you and your family.
• Pension contribution.
• 23 days annual leave plus bank holidays.
• Income protection.

You must have the right to work in Ireland.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Brown Apps.