Customer Success Manager

📋 Description

• Own the end-to-end post-sales relationship for strategic accounts, primary point of accountability for customer health, satisfaction, and retention.
• Build trusted, multi-threaded relationships across technical and business personas—from QA practitioners to VP/Director-level stakeholders.
• Develop account Success Plans with milestones, adoption goals, and risk indicators, reviewed with customers and internally.
• Proactively monitor customer health signals—usage, engagement, and support activity—and act before risk materialises.
• On-site in Galway office a minimum of 3 days per week.

🎯 Requirements

• 3–5+ years in CS, AM, or technical support.
• Domain expertise in software testing or quality engineering.
• Able to discuss testing plans and software delivery with teams.
• Proven ability to manage complex enterprise accounts with multiple stakeholders.
• Track record delivering adoption, ROI, or retention outcomes.
• Nice to have: Planhat, ISTQB, enterprise SaaS experience.

🎁 Benefits

• Grow your career at every level.
• We invest in your success and collaboration spaces.
• We celebrate our SmartBears; birthdays off.
• People & Culture focuses on the whole person.
• We celebrate diversity of thought and experience.