Ceartas

Manager, Customer Success, Support

Ceartas

full-time

Posted on:

Location Type: Hybrid

Location: Dublin • Ireland

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About the role

  • Own the entire post-sale lifecycle, from onboarding through renewal and expansion, across creators, agencies, and enterprise customers.
  • Design and implement onboarding frameworks, success plans, and customer health scoring models.
  • Ensure customers achieve clear, measurable outcomes aligned with the value Ceartas delivers.
  • Build trusted relationships with high-value and strategic customers, particularly in the enterprise segment.
  • Own gross and net revenue retention metrics, including churn reduction and expansion revenue.
  • Develop and execute retention and churn prevention playbooks, including early risk detection and intervention strategies.
  • Identify and operationalize expansion signals (usage, behavior, lifecycle triggers) in partnership with Sales.
  • Establish a clear, scalable handoff and collaboration model between Sales and Customer Success.
  • Own day-to-day customer support operations, ensuring fast, consistent, and high-quality responses.
  • Design and implement support workflows, SLAs, response-time targets, and escalation paths.
  • Centralize support intake (Intercom, email, Slack, enterprise channels) and reduce founder dependency.
  • Partner closely with Engineering to track, prioritize, and resolve bugs and customer-impacting issues.
  • Build repeatable CS and Support systems that scale as customer volume and complexity increase.
  • Evaluate, implement, and optimize CS and support tooling (Intercom, CRM, health scoring, reporting).
  • Document processes, playbooks, and best practices to support future hiring and onboarding.
  • Hire, onboard, and lead additional Customer Success and Support team members over time.
  • Act as the voice of the customer internally, providing structured feedback to Product, Engineering, Sales, and Marketing.
  • Partner with Product to influence roadmap priorities based on customer insights and usage trends.
  • Work closely with Finance on billing, invoicing, renewals, and contract-related customer workflows.
  • Own reporting for gross revenue retention (GRR), net revenue retention (NRR), churn (logo & revenue), customer health and adoption, and support performance (SLAs, response times, resolution).

Requirements

  • 5+ years of experience in Customer Success and/or Support within a SaaS environment.
  • Proven experience building or scaling a customer success function, not just operating within one.
  • Demonstrated ownership of retention, churn reduction, and expansion outcomes.
  • Experience supporting B2B customers, with enterprise experience strongly preferred.
  • Strong operational mindset — able to design processes, systems, and metrics from scratch.
  • Excellent communication and relationship-building skills.
  • Data-driven, comfortable using metrics to guide decisions and strategy.
  • Thrives in an early-stage, fast-paced startup environment.
Benefits
  • Competitive salary and incentives
  • Opportunity to build and lead Customer Success from the ground up
  • Clear growth path into a Head of Customer Success / CS leadership role
  • High ownership, autonomy, and executive visibility
  • Flexible work arrangements
  • Collaborative, mission-driven team environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer health scoringretention metricschurn reductionexpansion revenuesupport workflowsSLAreportingdata-driven decision makingprocess designmetrics development
Soft Skills
relationship buildingcommunicationoperational mindsetleadershipcollaborationcustomer advocacyproblem-solvingstrategic thinkingadaptabilityteam management