Customer Success Manager

Customer Success Manager

Location: Galway
Salary: Competitive

A well-established software organisation in the project and portfolio management space is seeking a Director of Customer Success to lead a global customer success function and drive measurable value, adoption, and retention across an international enterprise client base. This role is critical in shaping customer strategy, strengthening engagement, and scaling customer-facing operations.

Responsibilities

• Build and maintain trusted relationships with senior customer stakeholders.
• Act as a strategic advisor, ensuring customers realise value quickly and consistently.
• Lead and develop a high-performing customer success organisation across consulting, support, and Microsoft platform teams.
• Oversee customer onboarding, deployment services, and ongoing enablement.
• Define and evolve customer success frameworks, methodologies, and service offerings.
• Collaborate with product, engineering, and sales to align on customer strategy and resolve escalations.
• Drive customer retention, expansion, and health through structured engagement plans.
• Support partner enablement programs and best-practice implementation processes.
• Provide structured insights and reporting for leadership reviews and customer forums.
• Champion continuous improvement across customer operations and internal workflows.

Requirements

• 10+ years’ experience in project management, consultancy, or software solution delivery.
• Proven success working with SaaS, software products, or Microsoft ecosystem solutions.
• Strong commercial acumen with exposure to sales, account expansion, or partner strategies.
• Demonstrated experience leading cross-functional or customer-facing teams.
• Excellent communication and stakeholder engagement skills.
• Ability to operate effectively in evolving, fast-moving, or ambiguous environments.
• Project management or Microsoft-related certifications are an advantage.

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