Customer Success Manager

At EdgeTier, we empower customer care teams by seamlessly combining AI, automation, and human expertise. Our award-winning technology enables some of the world’s most innovative companies to deliver exceptional customer service while gaining deeper insights into their customers.

We’re on a mission to revolutionise customer service by embedding AI into every interaction, creating seamless and impactful experiences. Our cutting-edge solutions help high-volume B2C brands transform customer experiences by analysing and optimising every touchpoint.

This is an incredible opportunity, and we’d love for you to join us on this journey!

EdgeTier is currently looking for a Customer Success Manager to join our team on a full time basis. This hands on role will be perfect for a technically minded person who enjoys building relationships with a variety of commercial customers.

The role will operate on a hybrid basis from our Dublin office.

As our new Customer Success Manager, you will play a pivotal role in nurturing and expanding our relationships with valued clients by delivering top-tier service at every step of their journey. While no two days in a start up are ever the same, some of your more typical responsibilities will include:

• Champion product adoption. Drive the seamless integration and utilization of our solutions within our customer base, ensuring they derive maximum value from our offerings.

• Forge trusted relationships. Cultivate strong, trust-based connections with key stakeholders, acting as a dedicated partner in their success.

• Data-driven decision making. Understanding the data that our customers are working with and supporting them in using the products to best understand it.

• Monitor and enhance usage. Proactively monitor usage patterns and identify potential renewal risks while promoting increased adoption and expansion opportunities.

• Address customer needs. Listen attentively to our clients' pain points and collaborate internally to develop tailored solutions that address their specific challenges.

• Collaborate for success. Work closely with our Sales, Product, and Backend teams to align efforts and deliver on our promise of exceptional customer ROI.

• Develop domain expertise. Continuously develop knowledge in the call-centre industry, including trends, technology, and developing innovations.

• Building customer relationships. Hosting customers in our office as well as visiting them to conduct workshops and further build the relationship between EdgeTier and our customers. Most recently our team met with our customers in their offices in Malta.

• At least 2 years of experience managing a book of both mid-size and enterprise accounts within the SaaS industry or a similar industry.

• Previous experience working with commercial accounts across Europe or across a variety of territories.

• A technical mindset and a curiosity to understand how our products work.

• Possess a deep understanding of customer lifecycle management principles, with a keen focus on driving renewals and expansions.

• Be inherently customer-minded, driven by a passion for delivering added value and driving client success.

• Bachelor's degree in a relevant field, demonstrating a solid foundation for understanding our customers' needs, or equivalent experience in a similar role.

• Previous work on an analytics product is a massive plus.

• Previous experience in call centres is highly desirable, providing valuable insights into customer-centric operations.

• Previous experience within a start up environment.

Our customers love us and our product; that alone makes this an exciting opportunity. However, better still, we're not finished growing our product. There's still huge potential for what our product will become and a long roadmap of upcoming new features. If you are ready to make your mark with a small team and an exciting AI product, this role could be career defining for you.

At EdgeTier, we’re passionate about building a team of high performers who believe in our mission. Guided by our four core values, we ensure these principles shape everything we do, including how we grow our team.

1. Be Accountable

Take ownership of your work and do it with integrity and to the best of your ability. Be honest about the challenges faced and tackle them head-on. Whether we win or lose, we learn and grow as a team.

1. Deliver Value to Customers

We focus on delivering real value to our customers. Our products are built to help them succeed, and we work to ensure it does. Solving problems and making things easier for our customers is at the core of everything we do.

1. Keep Growing

We’re always learning and improving, whether it’s getting better at what we do, learning something new, or making our products even better, we’re always pushing ourselves to embrace the challenge and get out of our comfort zone.

1. Have Craic & Be Sound

We’re passionate about what we do, but we also know how to have the craic (fun!). Being sound means respecting each other and creating a space where everyone can be themselves and enjoy coming to work.

• Be part of an Irish company that's innovating and revolutionising the customer service industry globally!

• We're humble, but have won lots of awards. #11 in Deloitte's Technology Fast 50, Sifted Europe's Fastest-Growing Startups, Wired Europe's Hottest Startups, Technology Innovation of the Year, + many more!

• Everyone at EdgeTier shares in the success. We offer generous share options, and a bonus structure to round out each compensation package.

• Keep Growing budget of €2,000 annually to spend on your professional growth and learning.

• Enjoy your time outside of work with 23 days of annual leave in addition to annual company shut-down days, a fully paid sabbatical after 4 years of service, and increasing leave entitlements with continued tenure.

• We invest in your health & wellbeing with health insurance, a bike-to-work scheme, and future security with a company-matched pension plan (for Ireland-based employees).

• We mean business when it comes to having the craic. Join us for our legendary company get-togethers and off-sites!

EdgeTier provides a safe environment that encourages personal and professional growth, nurtures trust, facilitates the development of new values, and fosters long-lasting connections. We take great pride in being an Equal Employment Opportunity employer at EdgeTier. We are committed to a discrimination-free workplace and do not engage in employment discrimination based on race, religion, colour, national origin, ancestry, membership in the travelling community, physical disability, mental disability, medical condition, marital status, gender, gender identity, age, sexual orientation, or any other protected status. This policy encompasses all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Thinking of using AI as a part of your job application? Please read our AI recruitment policy before you do.

Agencies: Please note that we have an internal sourcing model, and do not require agency assistance. Unsolicited CVs will not be accepted.