Customer Success Manager, SMB

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.

We are a remote-friendly team, with the option to work out of our Cork HQ campus, Belfast or US hub – or fully remotely. At Teamwork we believe that work is what you do, not where you sit.

• Drive retention and support growth among our customers by understanding their business needs and driving their value realization.
• Support a broad book of business where you focus on those who can benefit by more attention from a CSM.
• Develop strategies to drive continuous product adoption across all users.
• Delivering and communicating ROI for our customers, throughout the customer lifecycle.
• Be the trusted partner for the customer on use-case and product functionality.
• Closely monitor customer health metrics, user activity and overall engagement using our internal customer success platform.
• Influence future lifetime value through greater product adoption, customer satisfaction and overall health scores.
• Enable successful roll-out of Teamwork products to customer employees, including sharing and developing relevant creative assets.
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and discovering opportunities for deeper engagement.
• Identify opportunities for customers to act as Teamwork advocates (e.g. testimonials, case studies, references).
• Hold conversations about expansion opportunities and contraction prevention
• Own the renewal of the customer, including supporting discount recovery and defense efforts.
• Represent the voice of the customer to provide input to our product roadmap and our sales and marketing process.

1. Experience in a Customer Success or Account Manager role within a SaaS or software company.
2. Project and change management experience would be a distinct advantage.
3. Impressive presentation and communication abilities.
4. Ability to organize and prioritize work.
5. Enthusiastic and creative team player with the ability to inspire others.
6. Ability to influence through persuasion, negotiation, and consensus building.
7. Passion for driving revenue and growth in a technology environment.
8. Deep understanding of value drivers in recurring revenue business models.
9. Demonstrated desire for continuous learning and improvement.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.