Customer Success Lead

About the role

Our client, a growing software payments organisation, is looking for a Customer Success Lead to oversee client onboarding, implementation and ongoing support while managing a small technical team.

Key responsibilities

• Lead and manage a small team responsible for customer implementations and onboarding activities.
• Oversee the 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) to ensure timely resolution of client issues.
• Collaborate with 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 delivery metrics.

Required profile

• 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: experience within a product‑led or software organisation, ideally in payments or fintech.
• Familiarity with customer success metrics and performance tracking.
• Third‑level degree in Business, IT, or a related discipline.

Required skills

• Jira

What we offer

• 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.