Customer Success Specialist

Role overview

This opportunity is with a rapidly expanding technology business that helps hospitality operators modernise how they manage tips, service charges, and staff payments. The platform replaces manual handling with an automated system designed to improve precision, visibility, compliance, and the overall experience for both businesses and employees.

As the company continues to scale across the UK and Europe, the customer success team is being strengthened with a hands-on professional who can support customers across the full journey. The role offers meaningful ownership, the chance to shape customer-facing processes, and the opportunity to help build a high-performing function.

You will be responsible for the complete customer lifecycle, including onboarding, implementation, ongoing support, account management, and retention. A key part of the role will also involve managing HubSpot and improving scalable workflows as the business grows.

Responsibilities

• Act as the first point of contact for customer queries and ensure responses are prompt, helpful, and effective.
• Guide customers through onboarding, from signed agreement through to a successful rollout.
• Set up tipping and gratuity rules in line with each client’s operational needs.
• Maintain strong relationships with customers across the UK and Ireland, while spotting renewal and expansion opportunities.
• Take ownership of the HubSpot CRM and improve automation, workflows, and broader customer processes.
• Collect customer feedback and collaborate with internal teams to support product enhancements.
• Create documentation, playbooks, and repeatable procedures that can support future scaling of the team.

Requirements

• Between 2 and 4 years of experience in customer success, account management, client onboarding, or a similar customer-facing role.
• Experience in hospitality, fintech, SaaS, or a closely related sector would be beneficial.
• Hands-on HubSpot experience of around 1 to 4 years, including workflows, pipelines, and automation setup.
• Strong organisational and prioritisation skills, with the ability to manage several tasks at once.
• Clear written and verbal communication skills and a polished, customer-first manner.
• A self-starting approach with the ability to recognise problems and resolve them independently.
• Location requirement: based in Dublin or London, or willing to relocate there.

Perks and benefits

• Competitive pay along with equity opportunities.
• Hybrid work arrangement from offices in Dublin or London.
• Pension contribution and gym membership support.
• Opportunity to join a fast-growing company where your input can have a direct impact.
• High levels of ownership, autonomy, and room for progression as the customer success team expands.

Additional information

This is a full-time role based on site, with hybrid working mentioned as a benefit. The position is part of an expanding customer success function within a scaling business.