Customer Success Manager (Individual Contributor)

Overview

This opportunity is offered by a partner company based in Ireland seeking a Customer Success Manager (Individual Contributor) to operate in a fully remote capacity. The role involves guiding clients through intricate product development journeys while maintaining lasting relationships with customers internationally.

Job Role

You will serve as a trusted consultant helping customers navigate from onboarding through delivery and identifying growth avenues post-delivery. Collaboration with internal departments and external partners is essential to ensure projects are executed smoothly and to proactively address any obstacles to enhance the client experience.

Key Responsibilities

• Manage the entire post-sale customer lifecycle including onboarding, ongoing relationship management, and support amid product development and delivery phases.
• Explain complex production processes to clients, manage expectations, and align their needs with internal capabilities.
• Coordinate communication among customers, design teams, and production or sourcing partners to maintain project momentum.
• Track account progress vigilantly, identify risks and delays, and resolve potential issues before they affect timelines or satisfaction.
• Offer consultative insight during product creation regarding specifications, materials, feedback, and technical aspects.
• Handle a portfolio comprising small and mid-sized business accounts with attention to detail in records, milestone tracking, and health indicators.
• Recognize and pursue opportunities for account growth including repeat orders, new products, and additional solutions tailored to client objectives.
• Gather customer feedback regularly and work closely with teams internally to refine processes, products, and overall customer service quality.
• Strengthen client relations by maintaining clear, proactive communication and a client-centered approach.

Candidate Profile

• Minimum of three years' experience in Customer Success, Account Management, client-facing roles, or related fields.
• Familiarity with customer relations in e-commerce, manufacturing, technology platforms, or customized product settings is highly preferred.
• Excellent communication skills capable of demystifying complex concepts for diverse audiences.
• Strong project coordination abilities with experience juggling multiple stakeholders and deadlines effectively.
• Demonstrates a solution-oriented attitude with acute attention to detail for resolving operational challenges.
• Commercial acumen with the ability to identify upselling and expansion opportunities that enhance customer value.
• Proficient in CRM software such as HubSpot or equivalent tools for account management and activity tracking.
• Self-driven and organized, able to work productively in fully remote environments with strong accountability.
• Adaptable with a startup mentality encompassing urgency, resilience, and initiative-taking.
• Previous exposure to apparel development, manufacturing, fabric sourcing, or customized production processes is an advantage.
• Comfortable collaborating across international teams distributed over various time zones.

Benefits and Culture

• Work remotely from anywhere globally, enjoying flexible arrangements.
• Join a diverse international team collaborating across multiple regions.
• Opportunity for high autonomy and ownership in managing and improving customer journeys.
• Directly influence customer retention, satisfaction, and company growth.
• Engage with innovative systems and technology-enabled workflows.
• Access ongoing learning and career development opportunities.
• Experience a collaborative culture driven by curiosity, excellence, and strong customer focus.
• Supportive environment promoting growth within a fast-evolving international setting.

Additional Information

The partner company utilizes AI-driven technology to ensure efficient, unbiased candidate shortlisting while final recruitment decisions remain with their internal HR teams. Candidates' data protection rights consistent with GDPR guidelines are respected. The company employs artificial intelligence to enhance parts of the hiring process without replacing human judgment.