Customer Success Manager

Company Description Borradh.io is a growth platform that helps appointment-based businesses attract and manage customers without traditional agency costs. The company offers a single system that manages content, ads, leads, and bookings, removing the need for multiple disconnected tools.

Role Description The Customer Success Manager is a full-time, hybrid role based in Dublin, with flexibility for some work from home. This role is responsible for onboarding new customers, guiding them through platform setup, and ensuring they understand how to use Borradh.io to drive bookings and growth. Day-to-day tasks include monitoring customer health metrics, addressing inquiries, resolving issues, and providing proactive support and best-practice recommendations. The Customer Success Manager will build long-term relationships, conduct regular check-ins, gather feedback, and collaborate with product and marketing teams to improve the customer experience. The role also includes preparing reports on customer performance and identifying opportunities for upselling and expansion.

Qualifications

• Strong customer satisfaction and customer service skills, with a track record of supporting users in a SaaS or technology environment.
• Analytical skills to interpret usage data, performance metrics, and customer feedback, and translate insights into actionable recommendations.
• Experience in customer retention and relationship building, with the ability to foster trust and engagement over time.
• Excellent written and verbal communication skills, including the ability to explain technical concepts in accessible language.
• Ability to work effectively in a hybrid setting, managing priorities independently while collaborating with a Dublin-based team.
• Familiarity with appointment-based or service businesses, digital marketing tools, or CRM platforms is beneficial.
• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent practical experience.