Manager, Customer Success

Teamwork.com builds an AI-powered platform that helps client-service organisations manage projects, resources, and profitability—helping teams plan, deliver, and improve margins. Our mission is to make teams who deliver client work become efficient, organised, profitable and happy! Our platform has revolutionised how companies keep their client projects on track, their resourcing in check and their profits on point. Combining powerful project management and easily streamlined operations—we’re the only platform built for managing client projects, profitably. Our relentless customer-focus has been rewarded with thousands of amazing customers all across the globe and millions of users who sign in every day. We pride ourselves on creating market leading software, working with outstanding people, and going above and beyond for our customers. Trusted by more than 20,000 teams across 170 countries, Teamwork.com is in acceleration mode as we set our sights to become the undisputed platform for teams who deliver client work.

We believe in hiring great people and look to ensure everyone has the best possible experience of work, everyday. We strive to be open and transparent, humble and customer focused. And we thrive on curiosity, getting results and working together relentlessly to deliver excellence. We are a company of action, full of triers and doers: we try things, we make mistakes, and we learn from them. 

Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. More than anything we embrace a straightforward approach to getting things done. We are fanatical about our customers: and when talent meets passion, success happens.

This is a remote role in Ireland. While we would love to hire in the Rebel Capital, we know great talent exists outside the County of Cork too.

We are hiring a Manager of Customer Success to lead a team of CSMs covering our managed book and to accelerate our shift to an AI-powered revenue engine. You will own retention performance - Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) - across the team, in-quarter and across the year. 

You will run the renewal forecast, manage the risk queue, drive save plays, lead weekly inspection, and raise the bar on commercial confidence and outcome-led customer engagement across the team. You will be measured on whether the team delivers, whether the forecast holds up, and whether customers can articulate the value they are getting from Teamwork.com.

You don't carry a book of your own - your impact is through the team, not parallel to it — but you join the conversations that matter most: top-tier EBRs, strategic renewal moments, and exec-to-exec saves on at-risk accounts.

You will report to the Head of Customer Success, who sets strategy, the operating model, and cross-functional direction for the function. Your job is to translate that into delivery — making sure execution is consistent, the rhythm holds, and the numbers come in. 

You will inherit a Customer Success function that already uses AI — forecasting, account intelligence, churn analysis, risk surfacing — integrated with HubSpot, Pendo, Gong, and Teamwork Desk. Your job is to take that further. We want CS to operate as an AI-powered revenue engine: AI in the daily workflow of every CSM, new capability shipping continuously, and the team's time spent on the conversations that move the number rather than on the work AI can do for them.

You will own that build alongside the team's daily run. You don't need to be a software engineer. You do need to have personally shipped AI tooling that other people used — prompts, skills, agents, integrations, lightweight workflows — and you need to be able to do it again, fast, in a live commercial environment.

Experience

• 5+ years experience in Customer Success, in a B2B SaaS environment
• 3+ years leading Customer Success teams
• Proven track record of delivering GDR and NDR targets
• Experience owning renewals, retention, and expansion outcomes
• Experience managing performance and building high-performing teams

Customer Value & Commercial Capability

• Proven ability to coach teams to move from feature-led conversations to outcome and ROI-driven engagement
• Strong ability to connect product usage to measurable business value
• Confidence leading value-based renewal and expansion conversations
• Strong commercial acumen across pricing, negotiation, and value articulation

Enablement & Coaching

• You aren't just managing a headcount; you are actively raising the "floor" and the "ceiling" of the team’s capability.
• You hold consistent, high-impact 1:1s that focus on skill gaps—specifically moving CSMs from "order takers" to "strategic partners."
• You don't just tell people what to do; you build the playbooks, talk tracks, and enablement materials that help them do it.
• You can point to specific CSMs who have improved their commercial confidence, negotiation skills, or technical fluency under your mentorship.

Leadership Profile

• A strong operator who drives execution
• Comfortable making clear and timely performance decisions
• Data-driven and structured in approach
• Confident working with senior stakeholders
• Able to bring clarity, urgency, and accountability to a team

AI & Innovation

• Curiosity and interest in applying AI within Customer Success
• Ability to identify practical opportunities to improve workflows, insights, and efficiency
• Experience (or strong inclination) to embed AI into team processes to drive better outcomes

Retention & Commercial Performance

• The team's quarterly forecast is accurate. No surprises, no last-minute red accounts that should have surfaced weeks earlier.
• Risks are identified early and worked through structured save plays, not feature pitches or reflexive discount asks.
• Renewals are prepared properly — ROI evidence gathered, stakeholders mapped, commercials understood, multi-year and expansion options considered before the conversation, not after.
• Save rate, renewal quality, and expansion contribution all move in the right direction quarter on quarter.

Customer Outcomes & Value

• The team leads with the customer's business outcomes and not features.
• Every managed customer can clearly say what business outcome they bought Teamwork to achieve, and whether they are getting it.
• Customer reviews are anchored in measurable impact. Sentiment and activity are inputs, not the headline.
• When a renewal is at risk, the team can produce evidence — usage, ROI, stakeholder coverage — fast.

Team Leadership & Capability

• Ensure a high-accountability culture is in place. Performance is visible, the team knows what good looks like, and you address gaps directly and constructively.
• CSMs are noticeably stronger in commercial conversations within the first six months — pricing, multi-year, expansion, executive-level value framing.
• The team has moved further into proactive, outcome-led customer engagement, and you can show how.
• You have built a clear development path. We know where each CSM is on their journey and where the next layer of CS leadership is coming from.

Operational Excellence

• Ensure HubSpot is clean. Forecast hygiene is non-negotiable. Risk fields, renewal stages, and stakeholder data are accurate and current.
• The team operates on a clear weekly rhythm — pipeline review, risk queue, escalation triage, account inspection — and it holds up under pressure.
• You hold the line on process even when the team is busy. Especially when the team is busy.
• You don't just run the operating model — you evolve it. When a process is slowing the team down or letting risk through, you redesign it.

AI & Efficiency

• Ensure CS operates AI-first. AI is in the daily workflow of every CSM — renewal prep, account intelligence, risk surfacing, expansion identification — and is no longer a side experiment.
• You ship new AI capability into the team — skills, agents, prompts, lightweight workflows — that measurably moves retention or expansion outcomes.
• You can name the dollar impact: time reclaimed, risks caught earlier, save rate moved, expansion identified that would otherwise have been missed.
• The team's tooling stack (HubSpot, Pendo, Gong, Desk) is extended through AI to generate revenue, not just to save effort.
• Adoption is high. The team uses what you ship, because you ship things they actually need.

• Competitive salary
• Up to 30 days vacation
• Pension/Retirement matching
• Health plans and wellbeing programs
• Give Back program
• Educational resources and generous development allowance
• Inclusive policies including maternity, paternity and parent leave
• Recognition programs
• Employee Share Options (ESOP)

Teamwork is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality or ethnic origin.