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Customer Success Manager
1 week ago
Customer Success ManagerDepartment: Sales
Employment Type: Permanent - Full Time
Location: Dublin - Keyhouse
Reporting To: Sales & Marketing Manager
DescriptionWe're seeking a dynamic customer success manager to join our team at Keyhouse (Dye & Durham Ireland).
As a CSM, you will be responsible for understanding customers' needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from the company's products and services.
This will be crucial in helping to build strong, lasting relationships with our clients/customers.
The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills.
Objectives of the roleManaging and growing relationships with key customers, acting as their primary point of contact.Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.Gathering customer feedback and communicating product improvement suggestions to the project and development teams.Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.Developing and executing customer success strategies that drive product adoption and maximise customer value.Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.Advocating for the customer within the organisation to ensure their needs are prioritised. Key ResponsibilitiesWorking with the project team to onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation.Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.Identify upselling and cross-selling opportunities to expand customer use of the company's products and services.Oversee the customer lifecycle management and identify areas for optimisation.Assist in customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.Assist in the development of customer success playbooks and resources.Serve as the liaison between customers and internal teams, such as product development, sales, and support.Manage customer escalations and ensure issues are resolved quickly and effectively. Skills, Knowledge & ExpertiseBachelor's degree in Business, Communications, or a related IT field.3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.Experience in managing customer success programs, customer retention, and upselling strategies.Ability to analyse customer data and usage trends to identify areas of improvement.Understanding of product management and its impact on customer experience.Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.Familiarity with CRM tools and customer success platforms.Solid negotiation skills to handle complex customer accounts. Preferred skills and qualificationsAdvanced degree in Business, Marketing, Law or a related field.Relevant certification in Customer Success, Account Management, or related fields.Experience in Professional Services, technology, or B2B industries.Knowledge of customer success best practices and frameworks.Experience with data analytics and reporting.Proficiency in handling customer escalations and resolving conflicts. Job BenefitsAt Dye & Durham we strive to be visionaries
As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities.
We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
Do you share our DNA?We ask how tomorrow can be better than today.We are passionate about solving our customer's challenges.Our ideas break boundaries.We value different perspectives and encourage dialogue.We take ownership and celebrate together.
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