Customer Success Manager

Belfast, in our office at The Kelvin Full-time, permanent

Help customers get their first real result from Opinly, and make the reasons they get stuck visible enough for us to fix.

This is a hands-on role. You will spend your week talking to customers, getting into their Word Press or Shopify setup with them when publishing breaks, and writing up what keeps going wrong so the product team can remove it.

It is not a relationship role where you check in on every account. Most customers who are doing well should hear from Opinly through a useful update, not a call. Your time goes to the people who are trying and not getting anywhere.

• Contact customers who are putting in effort but have nothing published yet, within two working days of us spotting them.
• Run live setup calls when a CMS connection or a publish fails, and know when to hand a fault to an engineer.
• Interview customers every week: new ones, stuck ones, happy ones, and people who are cancelling or asking for a refund.
• Keep a simple register of every conversation: what the customer was trying to do, what they expected, what happened and what blocked them.
• Send product a ranked list each week of repeated bugs, setup problems, misleading expectations and requested features, and follow each one to a decision.
• Write and maintain onboarding and rescue playbooks, and ask for help articles where customers keep getting stuck.
• Pass billing and refund questions to our support team, which owns that queue. We do not hide refunds behind save offers.

• You write clearly and kindly, and a customer can act on your reply without a follow-up.
• You are technically curious. You are happy inside a Word Press admin or Shopify settings, and you can describe a bug so an engineer can reproduce it.
• You would rather tell a customer the truth than save the sale.
• You close loops. A problem you raise gets an owner and an answer, not just a note.
• You care whether a customer got a result, not whether they logged in.

Days 1 to 30

Talk to customers, sort the main reasons people fail to get their first post live, and work a manual rescue list.

Days 31 to 60

Write the playbook down and get the repeated failures in front of product with clear evidence.

Days 61 to 90

Compare the customers you contacted with similar ones you did not, and adjust who gets contacted and when.