Customer Engagement Manager

Role overview

We are hiring a Customer Engagement & Adoption Specialist to support the launch and wider rollout of a LegalTech platform. In this position, you will focus on helping client organisations get comfortable with the product after onboarding, so they can use it effectively and realise its full value. You will serve as the main day-to-day contact for customers, nurture strong working relationships, guide users, and partner with internal teams to create a high-quality customer experience.

What you will do

• Look after a portfolio of client organisations and guide them across the full customer journey.
• Increase product usage and user confidence by encouraging active adoption of the platform.
• Maintain trusted relationships with important stakeholders through regular updates and proactive outreach.
• Respond to customer questions as the first point of contact, resolving issues directly where possible and escalating internally when needed.
• Run product demonstrations, user walk-throughs, and training sessions to help customers adopt the platform successfully.
• Collect feedback from customers and pass on insights that can improve the platform, the customer journey, and internal workflows.
• Track engagement levels, spot opportunities to deepen usage, and support wider customer success efforts.
• Help shape and deliver engagement plans as the platform and customer base expand.

What the employer is looking for

• Between 3 and 5 years of experience in Customer Success, Account Management, Client Engagement, Customer Support, or another similar client-facing role.
• Background working with B2B customers, preferably in SaaS, technology, LegalTech, professional services, or another regulated sector.
• Strong verbal and written communication skills, with the confidence to build relationships across different stakeholder levels.
• A self-starting, customer-first mindset and a genuine focus on delivering a strong user experience.
• Good organisational ability and problem-solving skills, with the capacity to manage several priorities at once.
• Comfort working with cross-functional teams in a fast-moving and changing environment.
• Experience with software or digital products is an advantage.

Additional information

This is a permanent, full-time, onsite role based in Dublin, County Dublin, Ireland.

Applicants should submit an updated CV. Candidates whose background aligns with the role will be contacted for a detailed discussion.

The company also notes that it has other permanent and contract IT opportunities available.