About Hansen
Hansen Technologies (ASX: HSN) is a global provider of software and services for energy, water and communications companies. With our award-winning product suite, we support more than 600 customers in over 80 countries in developing new products and services, running customer-facing operations, and managing critical billing and customer processes.
Our solutions cover everything from billing platforms to data-driven and catalogue-based offer and sales processes — essential components of the commercial value chain for our customers.
What’s the role about?
This is an exciting opportunity for an experienced Customer Success Manager to join our Energy & Utilities team in Dublin.
In this role, you will take ownership of the complete post-sales lifecycle for our strategic customers: from onboarding and adoption to governance, renewals, account expansion and long-term roadmap alignment.
You will act as a trusted business and technical partner, ensure smooth solution usage, protect existing revenue, identify growth opportunities, and align customer goals with Hansen’s product strategies. Your work will directly strengthen our presence in the European market and ensure the sustainable development of high-value customer relationships.
Your Impact
Clarity, partnership, growth — you strengthen customer value, trust and retention.
You build deep relationships across all levels, establish clear expectations and success paths, identify risks early, and enable sustainable account expansion. Your contribution will increase customer satisfaction, reduce churn risks, stabilize revenue, and support long-term strategic alignment. With this, you play a crucial role in our regional growth ambitions and in reinforcing our position within the European energy landscape.
Your Areas of Responsibility Relationship Ownership & Value Delivery
Build and maintain strong executive and operational relationships, acting as a trusted adviser who connects customer objectives with Hansen’s capabilities.
Onboarding & Adoption Management
Drive a smooth onboarding process, lead change-management activities, build user capability and increase measurable product adoption.
Revenue Protection & Expansion
Monitor health scores, NPS and forecasts; identify risks early; discover upsell and cross-sell opportunities in partnership with Sales; support renewals and contract amendments together with Legal.
Governance & Business Reviews
Plan and deliver structured business reviews, ensure KPI and SLA adherence, and develop continuous improvement actions.
Operational Excellence & Documentation
Maintain Success Plans and contact notes in the CRM, prepare ROI-driven business reviews, ensure contractual obligations are met, and coordinate invoicing and debt-collection follow-up.
Escalation Leadership (not Incident Management)
Serve as the first escalation point, orchestrate cross-functional teams (Support, Delivery, Operations, Product) and ensure clear, targeted communication.
Cross-Functional Collaboration
Work closely with Product, Delivery, Support/Operations and Sales to address customer needs holistically and align customer and product roadmaps.
Planning & Strategic Alignment
Support strategic account planning, prioritise customer initiatives, align roadmaps, and contribute to long-term customer strategies.
Your Profile
- You bring 5+ years of experience in Customer Success, Account Management or consulting in an enterprise software/SaaS environment — ideally in Energy & Utilities.
- You have a proven track record of improving customer satisfaction, mitigating risks and expanding strategic accounts.
- You demonstrate strong commercial and strategic thinking, with the ability to articulate value clearly.
- You communicate confidently with both C-suite stakeholders and operational teams.
- You have experience collaborating with Product, Delivery, Support/Operations and Legal.
- You work confidently with CRM systems and success measurement frameworks.
- You are fluent in English; additional EU languages are an advantage.
- You hold a degree in Business, Technology or a related field; advanced studies (e.g., MBA) are beneficial.
Nice to Have
- Experience in the energy and utilities sector
- Additional expertise across the delivery and support lifecycle
- Experience with governance frameworks or change-management processes
- Skills in data analysis, reporting or value-realisation methodologies
Benefits & Perks
Enjoy a competitive compensation package, generous leave entitlements, health coverage and financial security. You’ll benefit from real work-life balance, clear opportunities for growth and recognition for outstanding performance.
Our team will share full details of our benefits package with you during the selection process.
We are committed to creating an inclusive, diverse, and equitable workplace where everyone can thrive. We welcome applicants of all backgrounds, genders, abilities, and experiences. Your unique perspective will help us build stronger teams and better solutions for our customers.
