Customer Success Manager - Hybrid

Do you have a sales mindset?
Do you have experience within a SaaS environment or SaaS Products?

Great! Then we have a role for you.

You could join the world's leading retail network, connecting trading partners around the globe to optimize supply chain operations for all retail partners. They support data-driven partnerships with innovative cloud technology, customer obsessed service and accessible experts so their customers can focus on what they do best. More than 120,000 companies in retail, grocery, distribution, supply, and logistics have chosen our client as their retail network.

You will join our Customer Success Team in a critical, post sales role. You are responsible for ensuring an outstanding customer experience throughout the entire lifecycle by aligning with and driving their strategic business goals. You will leverage your product expertise to create repeatable success processes, ensure high customer adoption, and proactively identify opportunities to enhance the relationship and service utilisation. This is a hybrid role in Belfast where you would be 3 days per week in the office.

• Develop a deep understanding of customers' business models, build lasting relationships, and serve as a trusted adviser to ensure successful, long term partnerships.
• Create tailored account plans outlining critical success factors, performance metrics, targets, and recommendations to address customers' strategic goals and business challenges within the retail and supply chain space.
• Efficiently and effectively deliver specialised advisory and recovery services (e.g., revenue recovery support), ensuring high customer satisfaction, retention and long term value realisation.
• Monitor overall account performance, keep complex projects on track, and implement structured programmes to drive platform adoption, especially for low usage accounts.
• Identify and execute opportunities to increase contract value by expanding service scopes, cross selling other retail solutions or integrating new services.
• Maintain accurate forecasts of expansion revenue and renewal pipelines, reporting confidently to leadership on progress against targets.
• Build strong relationships with key decision makers across customer finance, operations and supply chain teams to champion and drive the adoption of new solutions and services.

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of dedicated Customer Success Management (CSM) experience or 3 years of professional business experience in a client facing role (e.g., Sales or Account Management).
• Direct experience within a SaaS environment or experience managing clients utilising complex SaaS platforms.
• Proven ability to build strong, executive level relationships, including conducting business reviews with C level and SVP level executives.
• Excellent verbal and written communication, presentation, organisation and time management skills, with a thoughtful, empathetic approach to addressing customer pain points.
• Comfortable working in a fast paced environment, with strong active listening skills and the agility to quickly assess and address changing priorities.

• Teamworking mindset is important as you will be collaborating with colleagues from other departments to deliver the best solutions possible.

• You will be working with a supportive and enabled team that provides many training opportunities.
• You will be working with a flexible team with a great culture.
• You will join the company that combines innovation with corporate social responsibility.
• You will be part of a global brand that is evolving in customer centric projects.
• You will have the opportunity to work hybrid.

Sounds interesting? Send us your CV by applying to this page.