Do you want to join a fast-growing SaaS business where you can make a real impact and work with high-profile customers across the fleet and transport sector?
Our client is seeking a Senior Customer Success Manager to join their expanding team. This is a key role focused on owning the full customer success journey, from implementation through to long-term value delivery, ensuring customers achieve measurable outcomes and ROI from the platform.
This role will suit someone who thrives in a customer-facing, strategic environment and enjoys working at the intersection of customer experience, operational performance and data-driven insight. 70% of the candidates are in South of Ireland and travel is required. Location of office is Dublin or Waterford.
The role
- Acting as a strategic partner post-sale, gathering detailed customer requirements, operational priorities and defining success KPIs
- Creating implementation briefs for the Professional Services team to ensure platform configuration aligns with customer goals
- Ensuring system setup is designed to deliver both immediate and long-term value
- Monitoring platform usage and performance data to drive adoption and proactive customer engagement
- Leading data-backed Quarterly Business Reviews (QBRs) to demonstrate performance improvements and ROI
- Identifying early warning signs around adoption or usage gaps and recommending corrective actions
- Building trusted relationships with senior stakeholders including Directors and C-level leaders
- Collaborating closely with internal teams across Product, Professional Services and Support to deliver exceptional outcomes
- Maintaining strong account health through insight, structured action plans and clear communication
Criteria
- Minimum 4 years experience in B2B SaaS Customer Success, Solutions Consulting or Technical Account Management
- Strong commercial awareness with experience supporting mid-market to enterprise customers
- Strong technical aptitude with the ability to understand platform configuration and make changes where required
- Excellent communication skills with the ability to engage confidently with both operational leaders and executive stakeholders
- Strong analytical mindset with experience using data to drive customer success and retention
- Experience in fleet management, telematics, logistics or compliance technology would be a strong advantage
- Comfortable working in a fast-paced, lean environment where initiative is essential
- Curious mindset with a drive to continuously improve
Success metrics
- Measurable customer ROI achieved within the lifecycle of the contract
- Strong customer feedback and satisfaction (NPS or qualitative feedback)
- Platform usage aligned with customer KPIs and original pain points
- High-quality QBR delivery with insight, clarity and executive value
- Reduction in escalations and reactive support requirements