Customer Success Manager, SMB

Role overview

This is a remote Customer Success Manager position focused on small and medium-sized business customers in Ireland. The role sits within a globally distributed, fast-moving organization building modern infrastructure for employment. Applications and the hiring process are handled by a partner company.

You will be responsible for the entire post-sale journey for your SMB portfolio: guiding onboarding, driving product adoption, supporting operational reviews, managing renewals, and helping customers scale successfully. The role calls for a highly self-directed approach, strong structure, and comfort working in an async-first, data-led environment with a large volume of accounts.

Key accountabilities

• Take ownership of the complete post-sale lifecycle for SMB customers, from onboarding through adoption, renewals, and ongoing account health tracking.
• Act as a reliable advisor to customers, developing trusted relationships and helping them realize the full value of the platform.
• Lead churn reduction efforts by spotting risk early and putting clear retention plans into action.
• Run regular business reviews, surface expansion opportunities, and coordinate follow-up with Sales for upsell and cross-sell actions.
• Keep account health indicators current and maintain accurate CRM and customer success records.
• Work closely with Sales, Support, and Operations to address issues and keep expectations aligned.
• Convert customer feedback into practical improvements for the product, internal processes, and the customer journey.
• Use approved automation and AI tools to improve efficiency in customer communication, documentation, and account management.
• Maintain clear documentation of customer interactions, risks, and opportunities across the SMB portfolio.

Requirements

• Background in Customer Success, Account Management, or a similar client-facing role, preferably with a high-volume SMB book of business.
• Ability to manage 50 or more accounts consistently while staying organized and resilient.
• Hands-on experience owning retention and churn prevention efforts independently from start to finish.
• Commercial awareness and the ability to recognize and pursue growth opportunities.
• Strong English communication skills, both written and verbal, with confidence engaging varied stakeholders.
• Solid problem-solving ability and the discipline to turn issues into actionable plans.
• Experience partnering with Sales and internal operations teams.
• Excellent organization, accuracy, and prioritization skills.
• Comfort using CRM software and customer success platforms such as Vitally or equivalent tools.
• Helpful but not essential: exposure to AI tools, automation workflows, or SaaS environments.

Benefits

• Competitive pay with a performance-linked variable component and OTE structure.
• Fully remote role in an async-first setup.
• Flexible hours to support better work-life balance.
• Generous paid time off.
• 16 weeks of paid parental leave.
• Stock options as part of the long-term incentive package.
• Learning and development budget for ongoing growth.
• Allowance for home office setup plus internet support.
• Distributed global team culture spanning multiple continents.
• Mental health and employee wellbeing support.
• Opportunity to work in a rapidly scaling global tech environment reshaping employment solutions.

Additional information

This posting is shared by a hiring partner that handles applications, evaluation, and next steps. The partner uses an AI-based matching process to review candidates against core role requirements and prepares a shortlist for the hiring company. Final decisions, interviews, and assessments are managed internally by the employer.

Data privacy notice

By applying, you consent to the processing of your personal data for candidate evaluation and to sharing relevant details with the hiring employer. The legal basis includes legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

Recruitment technology notice

AI tools may be used during parts of the hiring process, such as reviewing applications, analyzing resumes, and checking responses for consistency or verification signals. These tools support the recruitment team but do not replace human judgment, and the final hiring decision remains with people. You can contact the team for further information about data handling.