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  • CORK
  • Kinsale Road
  • Job reference number:15367808
  • Client ID:RI/
  • Posted on:12-JUL-2018
  • Salary:Competitive
  • Location:CORK
  • Job type:CONTRACT


Customer Success Team Manager EMEA & US

We are looking for a dynamic, customer focused and motivated individual to lead our Customer Success Teams. Reporting directly to the VP of Operations, the Customer Success Manager will play an integral part in both the development and delivery of the global Customer Success strategy.

We are seeking applications from enthusiastic, motivated, flexible and team oriented candidates who are passionate about delivering excellence to our customers.

The successful candidate will

    Work within the Poppulo operations team to develop and drive a world class customer success service globallyDevelop the role of customer success within Poppulo in line with SaaS best practiceLead, Coach and Mentor the customer success team leadsBe a point of escalation for any customer related issuesDrive customer success, engagement, adoption and retention metricsDrive process and organisational transformation to ensure Poppulo customers achieve success

Responsibilities include (but are not limited to):

    Work with the VP of Operations in defining and designing the customer success strategy for PoppuloProvide day-to-day line management and leadership to the customer success team leads in Cork and BostonRepresent customer success across the organisationDevelop Strategies, Tactics and an Operational Plan to move the CS Team to a tiered service model.Work closely with the customer success team in the professional services tier to ensure appropriate level of service for top tier customers is providedWork closely with the customer success team at the mid to low tier to ensure ensure self service model is available, appropriate and accessible for the mid to low tier customersWork with all services teams to ensure engagement, retention & adoption metrics are metWork closely with product development teams to ensure the successful rollout and adoption of new product developmentsWork collaboratively with internal stakeholders such as product development, customer success, technical services and design along with external partners to build customer success programs for new product offeringsMonitor the progress to completion of new onboards and expand deals ensuring completion metrics are met.Be the point of escalation on customer account issuesOversee the completion of timely and effective customer account reviews and renewalsWork closely with all services teams to develop, identify and deliver Poppulo Customer AdvocatesWork with the internal systems team to ensure operational tools such as CRM system and reporting systems are in place and effectively supporting the work of the customer success teams.Provide general customer insight and feedback to other departmentsRepresent the Customer Success function within PoppuloAdhere to and promote Poppulo’s security policies and procedures in line with ISO 27001

Candidate specification:

    A minimum of 3 yrs experience of leading, coaching and developing a high performance teamA proven track record of managing Customer Success in a SaaS environment.A minimum of 3 yrs experience of interacting and negotiating with C Level Execs of Fortune 500Clear understanding of core drivers of Customer SuccessA Track record of using operational metrics and process improvement to drive organisational transformationProven communication and interpersonal skillsPassion for delivering excellent customer successExcellent collaboration skills and team focusA positive attitude and commitment to delivering excellenceA Strong understanding of the Poppulo range of products and services - and how they help customers achieve significant business benefits is highly desirable

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