Customer Success Lead

About the role

We are looking for a Customer Success Lead to drive client onboarding, implementation and ongoing support for a fast‑growing software payments organisation. The role combines hands‑on delivery with leadership of a small technical team, ensuring high customer satisfaction throughout the lifecycle.

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, maintaining high satisfaction levels.
• Monitor and manage service level agreements (SLAs) to ensure timely issue resolution.
• Collaborate with product and engineering teams to improve customer experience and delivery processes.
• Drive continuous improvement in implementation processes and customer success strategies.
• Utilise Jira to track progress, manage workflows and report on delivery metrics.

Required profile

• Minimum 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 team leadership or mentoring responsibilities.
• Strong understanding of customer lifecycle management and service delivery frameworks.
• Ability to manage multiple stakeholders in a fast‑paced environment.
• Third‑level degree in Business, IT or a related discipline.

Required skills

• Jira (or similar workflow management system).

What we offer

• Competitive salary package.
• Fully remote working environment with occasional on‑site meetings in Dublin (once a month).
• Standard Monday‑to‑Friday schedule.
• Opportunities for career progression into senior leadership roles.