Customer Success Manager

• Lead, scale, and inspire a regional organisation comprised of Managers, Customer Success Engineers (CSEs), Solution Engineers, Solution Specialists, and Value Engineering
• Drive the Customer Success Engineering (CSE) function to maximise customer lifetime value by developing technical adoption strategies, identifying and mitigating platform/integration risks, and capturing expansion opportunities across all European segments
• Direct the Solutions Engineering function to define customer value, create robust solution designs, and articulate the technical capabilities to drive revenue growth and operational excellence
• Oversee smooth handover from Professional Services delivery and Project Management teams to ensure high-quality implementations in collaboration with partners
• Establish and maintain strategic stakeholder relationships across all key customer contacts
• Manage Key Performance Indicators (KPIs), milestones, and long-term goals that support company objectives for revenue growth and operating margins
• Forecast at-risk accounts accurately and develop execution plans to support customer retention
• Work collaboratively with Product leadership to ensure a smooth bidirectional feedback loop with customers
• Implement strategies to create a learning environment that attracts, retains, and scales top-performing talent

Senior Director, Customer Success

Implementation Specialist

• Configure and implement customer solutions for new implementations and support updates to existing customer environments.
• Build technical configurations and perform light scripting or programming, as needed, to deploy customers onto our cloud platform.
• Partner with customers to provide guidance on system capabilities, implementation best practices, platform functionality, and support processes.
• Communicate implementation progress, project updates, and technical status with internal teams and customer stakeholders.
• Build strong customer relationships through responsive communication and quality service throughout the implementation lifecycle.
• Create and maintain implementation documentation, configuration records, and knowledge base articles.
• Assist with integrating customer and third-party systems using APIs, web services, URL calls, or other supported integration methods.
• Manage the technical tasks for assigned implementation projects while collaborating with senior team members on more complex engagements.
• Deliver customer training sessions to ensure successful adoption of implemented solutions.
• Troubleshoot and resolve configuration and implementation issues during deployment and go-live, escalating complex issues when appropriate.
• Coordinate connectivity, number management services, and other onboarding activities required for successful customer implementations.
• Collaborate with senior implementation engineers on advanced integrations, custom scripting, and complex technical solutions.

Implementation Engineer

Onboarding Specialist

• Engage with all new hires to deliver an effective onboarding process, including induction
• Monitor the onboarding process to ensure experience is positive for the candidate and hiring manager
• Communicate onboarding progress to hiring managers and key stakeholders
• Offer solutions for onboarding issues and adopt a continuous improvement approach
• Maintain regular communication with the hiring managers to enhance relationships
• Maintain employee files
• Work as part of a connected HR team to drive forward collectively our key HR processes and deliverables in relation to employee engagement, EVP and Wellbeing
• General administrative duties
• Provide administrative support for recruitment campaigns including posting job advertisements, screening CVs, scheduling and organising interviews
• Update and maintain our ATS (applicant tracking system)
• Manage a number of shared inboxes
• Carry out reference checks
• Issue contracts of employment

HR Onboarding Specialist – Contract

• Engage and retain Pluralsight’s largest customers
• Build relationships and drive customer success
• Conduct strategic partnerships and customer communications
• Lead activities such as QBRs and EBRs
• Meet and exceed quarterly renewal and upsell rates

Customer Success Manager – DACH

• Drive renewal rates toward 95%+ across your book of business by staying ahead of risk, building genuine relationships, and helping customers get measurable value from Expel
• Own the business relationship with security leaders, key practitioners, and where possible, the people who hold the budget — and make sure they can articulate Expel's value to their own leadership
• Lead business reviews (sync or async, depending on the account) that tie Expel's work directly to what the customer cares about
• Spot and qualify expansion opportunities — cross-sells, upsells, overages — and hand them off to Account Executives to close
• Orchestrate internal resources (SSEs, TSEs, Support, Product) to make sure nothing falls through the cracks when customers need something
• Keep customers informed and calm during security incidents, coordinating with the SOC on the technical side while you handle the relationship
• Forecast renewals accurately, support senior teammates on complex situations, and participate in an on-call rotation for escalations a few times a year

• Complete customer lifecycle management including forecasting, opportunity management, quoting, agreement negotiations, and order creation and submission.
• Engage with Revenue and Customer Success counterparts to identify and mitigate risk within your customer base, often relying on digital or data oriented strategies when available.
• Partner effectively and cross-functionally with sales account executives supporting this customer segment.

Customer Success Coordinator

• Lead organisational change management for the SuccessFactors HRIS implementation
• Develop and execute the change strategy aligned to programme milestones and deployment phases
• Conduct change impact assessments and define business readiness criteria across regions, functions, and user groups
• Drive stakeholder engagement across HR, IT, Payroll, Finance, Compliance, and business leadership teams
• Develop and deliver targeted communications, including executive briefings, deployment updates, and FAQs
• Design and deliver training and enablement programmes, including: Role-based training eLearning modules User guides and job aids Train-the-trainer sessions
• Support cutover, go-live readiness, and post-go-live hypercare
• Identify and manage adoption risks, resistance, and business concerns, implementing mitigation strategies
• Monitor adoption, training completion, and readiness KPIs, providing regular reporting and insights
• Ensure smooth adoption of HR processes, including: Employee lifecycle management Performance and talent processes Payroll integrations Data governance and compliance
• Contribute to programme governance, including RAID logs, status reporting, and stakeholder updates

Change Manager – HR Transformation, SuccessFactors

Customer Advocate

• Build and maintain an excellent relationship with customers both internal and external
• Ensure customer information is accurate in the CRM Salesforce.com
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts
• Build your knowledge of HID products; attend training as required
• Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the Customer Care Team Leader/BU Champion/Regional Sales Manager/Pre-sales as appropriate
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Team Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns
• Ability to learn complex systems & processes
• Log all communication with customers on the CRM SF.com
• Be proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or CS Order Fulfilment Team Leader

Customer Advocate, French Speaking

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience
• Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process
• Be an expert in how to manage and resolve different query types
• Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports
• Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate
• Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset
• Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients
• Communicate with clients promptly, professionally, and cordially.
• Encourage an environment where clients “get to know” the team
• Strive to achieve and exceed Live Study SLAs
• Prepare and distribute monthly Study Review reports and quarterly Account Review reports
• Present to clients at handover calls, from Implementation to Live Study
• Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

Client Success Associate

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience
• Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process
• Be an expert in how to manage and resolve different query types
• Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports
• Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate
• Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset
• Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients
• Communicate with clients promptly, professionally, and cordially. Encourage an environment where clients “get to know” the team
• Strive to achieve and exceed Live Study SLAs
• Prepare and distribute monthly Study Review reports and quarterly Account Review reports
• Present to clients at handover calls, from Implementation to Live Study
• Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

• Manage a team to create and execute CRM communications in the UK, & Ireland.
• Working closely with the CRM Planning team on the development of new ideas and the art of the possible.
• Lead workload planning process, delivering all scheduled work to agreed SLAs.
• Proactively monitor the quality and reliability of content post build.
• Establish a strong relationship with the CRM team, Planning team and Creative Studio.
• Lead a team of CRM Executives developing work plans which align to the team goals, helping them devise personal development plans and providing ongoing guidance and support.
• Deliver case studies and presentations to share knowledge and raise the profile of the team across the marketing department and wider business.
• Regularly sharing plans and learnings with the Betfair and Sky Betting & Gaming teams to see what can be reapplied across brands.
• Champion culture of continuous improvement, role modelling the use of all available marketing technology to drive continuous improvement.
• Work with the Head of Paddy Power CRM to pilot the use of new technology and approaches e.g. on Moveable Ink to optimise campaigns and roll out across teams as appropriate.
• Seek opportunities for automation and scale, co-ordinating a breadth of teams to implement.

Customer Success jobs in Ireland

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Senior Director, Customer Success

Implementation Engineer

HR Onboarding Specialist – Contract

Customer Success Manager – DACH

Customer Success Manager

Customer Success Coordinator

Change Manager – HR Transformation, SuccessFactors

Customer Advocate, French Speaking

Client Success Associate

Client Success Associate

CRM Creation & Innovation Manager