Chief Customer Experience Officer

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerSuccess Full time $124,000 - $150,000
Senior Customer Success Manager

We are seeking a seasoned Senior Customer Success Manager to lead our growing customer base. As a key member of our team, you will be responsible for driving customer success, growth, and advocacy.

About the Role
  • Become a go-to expert on our product, gaining a deep understanding of each customer's business goals, challenges, and solutions that deliver measurable value through our platform.
  • Coach and scale a team of customer success managers (CSMs), focusing on performance, growth, and customer outcomes.
  • Develop repeatable lifecycle playbooks and processes that drive retention, expansion, and advocacy.
  • Collaborate closely with Sales, Product, Support, and Engineering to ensure smooth implementations, strong customer relationships, and measurable outcomes.

Key Responsibilities:

  • Hire, develop, and retain a high-performing CS team; establish and maintain a culture of curiosity, ownership, and continuous learning.
  • Deliver measurable impact: Ensure that you and your team hit and exceed industry benchmarks for key functional metrics (e.g., Net Retention Rate, Growth Rate, Customer Satisfaction) through strategic, intentional, and proactive management.
  • Build and deploy playbooks and processes that scale: Own the customer journey from onboarding to quarterly business reviews and renewal while embedding data-driven best practices and leveraging AI to drive team efficiency.
  • Be a strategic advisor: Turn deep product expertise into boardroom-level guidance that positions us as a thought leader and trusted business partner.
  • Champion the voice of the customer: Collect and champion key customer feedback that influences roadmap priorities, ensuring we address critical points of feedback for our most important customers.
Requirements
  • + years in B2B-SaaS Customer Success, with 4+ years leading teams (managers or senior CSMs) within both Enterprise and Mid-Market segments.
  • Experience scaling CS organizations: You've been responsible for taking a CS team from a few to many FTEs, with solid/improving metrics, and responsibilities including hiring, training, coaching, goal-setting, and performance management.
  • Proven track record achieving >=120% NRR and

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