Customer Success Specialist

If you have been doing customer success or account management properly and want to own the function rather than maintain it, this is worth reading.

The company behind this role is a growing Northern Ireland SaaS business with an established customer base and an active product used by paying customers across the UK.

This is a first-hire customer success role with genuine commercial scope. You will take ownership of key accounts, drive customer performance and build the processes, tools and habits that make the function work  combines account management, commercial analysis and operational improvement in roughly equal measure.

Most customer success roles measure you on how quickly you clear a support queue. This one measures you on whether your customers are growing. You will have the freedom to introduce tools, automate repetitive work and shape how the function develops, in a business that is actively growing and wants someone who brings ideas rather than waits for instruction. The salary reflects the level of ownership expected.

• Own a portfolio of key accounts, building trusted relationships and developing a clear picture of each customer's commercial performance and objectives
• Monitor account performance, identify what is driving changes and work directly with customers to improve their results
• Take responsibility for customer support while actively reducing repetitive work through better processes, self-serve resources and automation
• Work closely with the product team to translate customer feedback into meaningful improvements, and contribute ideas that help the business operate more effectively

• Experience in a customer-facing commercial role, such as customer success, account management or a similar function where you have owned outcomes rather than just tasks
• Comfort working with performance data and using it to identify risks, opportunities and actionable recommendations for customers
• Evidence of improving processes, introducing tools or reducing repetitive work in a previous role
• Strong communication skills and the ability to build honest, practical relationships with customers at a commercial level
• Genuine interest in software and how technology can solve business problems, without needing to be a developer

• Experience working with SaaS platforms or technology products
• Background in a startup, scaleup or smaller business where not everything had an established process
• Familiarity with automation tools or workflow improvements in a customer success context

• Up to £50,000 depending on experience
• Hybrid, Northern Ireland
• Benefits package in line with a growing technology business