Customer Success Manager

T-pro; Cork; On-site; EUR 65,000 - 85,000; Full time

Job summary

A leading security software provider is seeking a Customer Success Manager in Cork. You will manage customer relationships, ensuring satisfaction and retention while collaborating with various internal teams. Ideal candidates will have over 3 years of customer success experience and excellent communication skills. A strong understanding of technical account management is preferred. This full-time position offers opportunities to work on customer success projects and improve processes.

Benefits

Collaborative work environment

Health and wellness programs

Career development opportunities

Qualifications

• 3+ years’ experience in customer success, focusing on growth and retention.
• Excellent organizational skills and ability to manage multiple projects.
• Adept at handling internal and external escalations.

Responsibilities

• Manage named accounts ensuring customer satisfaction and retention.
• Establish relationships with key stakeholders to understand client needs.
• Monitor customer health scores and assist in their continuous improvement.

Skills

Customer management

Technical account management

Sales engineering

Communication

Organizational skills

Education

3+ years experience in customer success

Tools

Gainsight

Salesforce

Job description

Overview

One Identity is an award-winning security software provider offering a broad selection of solutions that solve some of the most common and most challenging IT security problems. Part of the One Identity Software group, One Identity solutions eliminate the complexities and time-consuming processes often required to govern identities, manage privileged accounts and control access. Our solutions enhance business agility while addressing IAM challenges within on-premises, cloud and hybrid environments. The combined entity delivers a complete portfolio of market-leading Identity Access Management, Privileged Access Management, and Identity Governance solutions. Now, customers can achieve identity-centric security with trusted, proven technology in each major category.

Role Summary

The Customer Success Organization focuses on ensuring our customers are getting the most return out of their investment with One Identity. You will own the responsibility of working with our customers to ensure they get the most value possible, but you will not be alone. Your team of channel partners, account managers, solution engineers, support engineers and consultants are key resources you will leverage to make sure our customers are successful. As the CSM, you will own driving and measuring the customer’s satisfaction and retention. The CSM will manage a portfolio of accounts throughout the customer lifecycle—from deployment and adoption through value realization and renewal—ensuring satisfaction and long-term success. You’ll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they derive measurable value from One Identity solutions. You’ll also surface up-sell and cross-sell leads to our partners and Account Managers for follow-up. CSMs support renewal contracting processes and are expected to stay informed on One Identity’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings. Above all, this role is accountable for retention—sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.

Responsibilities

• Proactively manage named accounts and be accountable for engagement and satisfaction over the lifetime of the customer.
• Establish relationships with the customer key stakeholders, ensuring regular check-ins to understand and promptly address client needs and concerns.
• Gather feedback and channel it to product and engineering teams along with the business value to the customer.
• Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of One Identity technologies.
• Monitor customer health scores and their related components while assisting customers to continually improve their scores.
• Facilitate Quarterly Business Reviews (QBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and opportunities for growth.
• Actively monitor customer engagement signals and sentiment; log risks and opportunities in CRM and trigger internal playbooks where applicable.
• Support collaboration across Sales, Support, Product, Renewals, and Professional Services to ensure continuity and strategic alignment.
• Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within One Identity are engaged for quick resolution.
• Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.
• Identify opportunities for cross & up-sell activities for the sales teams.

Qualifications

• 3+ years’ experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
• 3+ years’ experience in customer management within security and/or identity solutions, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Excellent organizational skills and ability to establish milestones and keep success plans on task.
• Adept at handling internal and external escalations.
• Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers.
• Experience in leading, adopting and driving change internally or externally.
• Experience in identifying, translating and prioritizing customer issues and needs into business or solution requirements.
• Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
• An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage.

What Will Make You Stand Out

• Experience in transformational Customer Success projects or experience where products shift from On-Premises to SaaS.
• Previous Customer Success experience in a company with B2B Software.
• Consistent desire to continually improve processes
• Proficiency in customer success tools (e.g., Gainsight, Totango) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking. Experience with AI prompting and leveraging AI tools to streamline processes.

Company Description

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

Why work with us?

• Life at One Identity means collaborating with dedicated professionals with a passion for technology.
• When we see something that could be improved, we get to work inventing the solution.
• Our people demonstrate our winning culture through positive and meaningful relationships.
• We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
• Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

Equal Opportunity

One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.

Location: Cork, Ireland