Strategic Customer Success Manager

Role overview This Strategic Customer Success Manager owns the most complex, high-value enterprise customer relationships for a risk intelligence and response platform. The role manages a smaller number of strategic accounts with significant annual revenue, partnering closely with executive leadership to drive adoption, retention, and expansion.

Responsibilities - Own and execute short- and long-term success strategies for strategic accounts, including stakeholder mapping, success planning, and long-term value realization - Act as the voice of the customer internally, influencing product roadmap, go-to-market, and readiness initiatives - Lead cross-functional account discussions across implementation, support, product, sales, and executive sponsors - Conduct effective business reviews that surface realized value and surface recommendations and new feature opportunities - Proactively manage account risk and design value propositions that drive retention - Track customer communication and health in Gainsight and respond to customer inquiries thoughtfully and promptly

Requirements - 5+ years of experience as a Customer Success Manager - 3+ years of experience supporting enterprise customers in a CSM role managing $1M+ ARR - Proven ability to act as a trusted advisor to senior leaders, navigate ambiguity, and influence outcomes without direct authority - Hands-on experience with Gainsight and Salesforce - Strong executive presence with the ability to influence decision-making at all levels - Outstanding verbal and written communication skills, with strong active listening across varied customer profiles

Benefits and work setup - Remote position based in the Republic of Ireland; candidates must have the legal right to work there without sponsorship now or in the future - Competitive base salary with eligibility for a discretionary annual performance bonus - Company-sponsored health and life insurance plus statutory pension auto-enrolment with employer contributions - 20 days of paid vacation plus Irish public holidays - Statutory and company sick leave benefits