Reporting directly to the Head of Customer Success, we are looking for an ambitious, and enthusiastic Customer Success Manager to join the Customer Success function. As a key member of our customer facing team, you will be responsible for supporting our clients to an exceptional level, focusing on retention and growth activities whilst enabling effective use of ID-Pal’s suite of SaaS solutions. You will have a high degree of autonomy and bring fresh ideas to a growing scale up business, with the potential to develop within a growing Customer Success team who are focused on driving customer satisfaction.
You will be a customer success/account management specialist, with at least 2 years prior experience of supporting existing customers and be confident in interacting with customers as well as internal stakeholders. Ideally you will have prior experience of operating within a SaaS business, financial technology or a compliance-oriented business.
As with all customer success roles, this position will require effective engagement with owned accounts and interactions with all aspects of the business in particular; customer experience, product, sales, marketing, development and finance meaning great variety and lots of varied internal stakeholder interaction.
You will ideally be based in or around Dublin for a hybrid arrangement. We also accept candidates based elsewhere in Ireland and in the UK, in which case it would be a fully remote position.
Core responsibilities
- Build and deliver excellent client relationships.
- Lead regular account reviews with clients.
- Grow accounts through cross/upselling activities.
- Focus on activity to ensure customer retention and reduce customer churn.
- Manage and assess customer health and engagement levels as well as leveraging strategic account plans.
- Collate client feedback on issues/bugs and progress to resolution via our Product/Development teams.
- Communicate new feature/functionality requests to our Product team.
- Work closely with the Customer Experience function to ensure client queries are resolved in line with expected SLA’s.
- Support client’s during the onboarding life cycle to ensure a successful implementation and high customer satisfaction.
- Conduct system and data analysis as part of ID-Pal’s ongoing and future product implementations.
- Report on client/account performance, trends, lifecycle and other data insight & analytic factors.
- Working alongside the Head of Customer Success to develop and enhance customer success processes.
- Build strong engagement with customers and internal stakeholders.
Key requirements
- Proven track record in customer success management & client retention/growth management.
- Proven experience and/or knowledge within the FinTech, RegTech or Tech sector.
- Experience of interacting with Director/C-Level individuals.
- Strong negotiating skills.
- Experience of working towards KPI’s and targets.
- A problem solver and strategic thinker.
- Strong communication and engagement.
- Excellent analytical and written skills with great attention to detail.
- Strong stakeholder management.
- Experience of using CRM systems (Salesforce, Monday.com preferable).
What’s in it for you?
- A high-impact role with ownership and autonomy.
- Exposure to high-growth SaaS operations and customer-facing challenges.
- A collaborative, transparent, and fun culture focused on user-centric innovation and continuous improvement.
