Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing the post-sale lifecycle for a portfolio of B2B customers with an accent on retention and long-term value realization. Focus on driving successful renewals, identifying churn risks using data-driven insights, and aligning success metrics with business outcomes.

Location: Hybrid in Dublin, Ireland (Flexibility to work from home Mondays and Fridays)

Company

A customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync to help companies scale.

What you will do

• Own the end-to-end lifecycle for a book of business to drive successful renewals through proactive planning and negotiation.
• Build and execute renewal strategies 90–120 days in advance to identify and mitigate risks early.
• Develop strong relationships with key stakeholders to align on measurable success metrics and business outcomes.
• Monitor product usage and engagement to address adoption gaps and ensure clear ROI.
• Lead business reviews and strategic check-ins to reinforce value and surface growth opportunities.
• Maintain documentation of account health and advocate for customer needs internally.

Requirements

• 3-5 years in Customer Success or similar client-facing roles within a B2B SaaS environment.
• Proven experience owning renewals and retention metrics.
• Strong commercial instincts and comfort leading contract conversations.
• Ability to interpret usage data and translate it into actionable steps.
• Excellent communication and stakeholder management skills.
• Must be located in or able to work from the Dublin office on a hybrid basis.

Nice to have

• Experience in a high-growth startup environment.
• Experience managing mid-market or enterprise accounts.
• Familiarity with CRM and CS platforms such as Salesforce or Gainsight.

Culture & Benefits

• Fully covered private health insurance and mental health support via Workplace Options.
• Generous paid time off, paid parental leave, and family planning support with Maven.
• Hybrid work flexibility with WFH allowed on Mondays and Fridays.
• 75 Euro monthly lifestyle stipend for fitness and other activities.
• Annual Winter Break with offices closed from Christmas to New Year's Day.