Strategic Customer Success Manager

Location: Dublin | B2B SaaS |

I'm currently recruiting for a growing Dublin-based SaaS business looking to hire an experienced Strategic Customer Success Manager.

This is an exciting opportunity to join a growing technology business specialising in brand protection, helping leading global brands identify grey-market activity, unauthorised sellers and counterfeit products across online marketplaces.

The successful candidate will take ownership of approximately 20 strategic customer accounts, ensuring successful onboarding, strong product adoption, measurable customer value and long-term retention.

This is more than a traditional Customer Success role. You'll also have the opportunity to help shape and build the Customer Success function, developing processes, playbooks and strategies as the business continues to grow.

Key Responsibilities

• Manage a portfolio of approximately 20 strategic and enterprise accounts.

• Lead customer onboarding and ensure a smooth implementation process.

• Build strong relationships with senior stakeholders across eCommerce, legal, IP and brand protection teams.

• Drive product adoption and ensure customers are achieving measurable value.

• Monitor customer satisfaction, account health and retention risks.

• Identify opportunities for account growth and work closely with Account Management.

• Support renewals by demonstrating the value delivered to customers.

• Work closely with Product and Engineering teams, sharing customer feedback and influencing product improvements.

• Help build and develop Customer Success processes, playbooks and best practices.

What We're Looking For

• 5+ years' experience in Customer Success within a B2B SaaS environment.

• Proven experience managing strategic or enterprise-level accounts.

• Strong onboarding, implementation and customer adoption experience.

• Experience building and improving Customer Success processes or playbooks.

• Confident managing senior stakeholders and complex customer relationships.

• Strong commercial awareness, with an understanding of retention, renewals and account growth.

• Analytical and structured approach to customer reporting and performance.

• Comfortable working independently in a growing business where processes are still being developed.

Desirable Experience

• Background in eCommerce, online marketplaces, brand protection, IP or legal technology.

• Experience using customer usage data and analytics to drive account strategy.

The Opportunity

• Join a growing Dublin-based technology business.

• Take ownership of a portfolio of high-value strategic accounts.

• Play a key role in shaping and developing the Customer Success function.

• Work closely with senior leadership and cross-functional teams.

• Opportunity to make a real impact within a growing SaaS environment.

If you're an experienced Customer Success professional looking for a strategic role where you can make an impact and help build a function, I'd love to hear from you.

Please feel free to message me directly or send your CV for a confidential discussion.