Customer Success Manager

Location: Hybrid/Sandyford office

Employment type: Full-time

Department: Customer Success

Reports to: Head of Customer Experience

We are looking for a Customer Success Manager to become a trusted advisor to our customers once they are live on our AI-native cloud ERP platform.

Our customers are SMEs in manufacturing, distribution, food and beverages, services and retail. You will get to know each customer's business goals, spot risks early and bring the right people across Enterpryze together to deliver the outcomes they bought us for. As a Customer Success Manager, you will also help shape how customer success works here, from health scoring to renewals.

This is a customer-facing role suited to someone who builds strong relationships, owns problems end to end and is genuinely curious about how SMEs in manufacturing, distribution, food and beverage, service and retail run their operations.

Responsibilities:

• Own a portfolio of customers from handover by the onboarding team through adoption, renewal and growth.
• Act as a trusted advisor, understanding each customer's business goals, priorities and challenges.
• Run regular check-ins and business reviews to agree success measures and track progress against them.
• Monitor customer health using CRM data, product usage and support activity, and act on early warning signs.
• Spot at-risk accounts early and lead recovery plans before issues escalate.
• Coordinate product, support, onboarding and sales teams to resolve customer issues and deliver agreed outcomes.
• Drive adoption of the modules customers already have and help them get more value from monthly releases.
• Identify opportunities for customers to expand into further modules and work with sales to act on them.
• Own the renewal process for your portfolio and protect customer retention.
• Bring customer feedback to the product team so it shapes the roadmap.
• Help build customer success processes, playbooks and reporting as the team grows.

Requirements:

• 3 or more years in a customer-facing role such as customer success, account management, consulting, professional services, project management or sales.
• Experience with SaaS, cloud software, ERP, finance systems or other business applications is an advantage, but learning agility matters more than a perfect industry match.
• Strong relationship building and account management skills.
• Clear, professional communication, with the ability to explain complex issues simply.
• Comfortable with data and CRM tools, and able to use them to prioritise your portfolio.
• Basic business analysis skills: you can understand how a customer's processes work and where they could improve.
• Proactive, organised and calm under pressure.
• Empathetic, positive, confident and resilient, with a strong sense of ownership.
• Ability to work independently and as part of a team, managing multiple accounts at once.
• Willingness to travel as needed.

To apply, send your CV to career@enterpryze.com