Customer Success Team Lead

Customer Success Team Lead

Job Description:

Our client, a growing organisation within the software payments sector, is seeking a Customer Success Lead to oversee client onboarding and support functions while managing a small technical team.

Job Responsibilities

• Lead and manage a small team responsible for customer implementations and onboarding activities
• Oversee end-to-end customer lifecycle including onboarding, service delivery, and ongoing support
• Act as the primary point of contact for key client relationships, ensuring high levels of customer satisfaction
• Monitor and manage service level agreements (SLAs), ensuring timely resolution of client issues
• Collaborate with internal product and engineering teams to improve customer experience and delivery processes
• Drive continuous improvement in implementation processes and customer success strategies
• Utilise tools such as Jira to track progress, manage workflows, and report on customer delivery metrics

Experience Required

• Minimum of 5+ years’ experience in Customer Success, Implementation, or a similar client-facing role
• Proven experience managing customer onboarding and support within a software or product-focused environment
• Previous exposure to team leadership or mentoring responsibilities
• Strong understanding of customer lifecycle management and service delivery frameworks
• Experience working with tools such as Jira or similar workflow management systems
• Ability to manage multiple stakeholders and deliver in a fast-paced environment

Desirable Skills

• Experience within a product-led or software organisation, ideally within payments or fintech
• Familiarity with customer success metrics and performance tracking
• Strong problem-solving skills with a proactive approach to customer needs
• Experience working in remote or distributed team environments

Educational Requirements

• Third-level degree in Business, IT, or a related discipline

Working Hours & Benefits

• Competitive salary package
• Fully remote working environment with occasional on-site requirements once a month in Dublin
• Standard Monday to Friday working hours
• Opportunities for career progression into senior leadership roles

HOW TO APPLY:

If you are interested in this role, please apply for this role with your updated CV