Customer Success ManagerCustomer Success Manager

Key Achievements:

Client Relationship Management, Risk Identification & Performance Monitoring ● Managed a portfolio of 14 Tier 3 client accounts, maintaining oversight of account performance, customer health indicators, service risks, and operational challenges throughout the customer lifecycle. ● Conducted regular business reviews and strategic consultations to evaluate account performance, assess progress against business objectives, identify potential risks, and recommend appropriate actions. ● Monitored customer health metrics, product usage trends, service delivery performance, and account outcomes to identify emerging risks, performance gaps, and opportunities for improvement. ● Proactively identified and addressed service delivery risks, operational challenges, and process gaps, collaborating with relevant stakeholders to facilitate timely resolution and minimise business impact. ● Analysed account performance and customer requirements to identify opportunities for improved operational efficiency, stronger service delivery, and sustainable business growth. ● Managed a client portfolio generating €292K in annual recurring revenue (ARR) in 2026 across 11 accounts, maintaining oversight of customer performance, retention, and account development opportunities. ● Identified and secured four account upsell opportunities within the first two months in the role, demonstrating commercial awareness, analytical thinking, and the ability to identify value-creation opportunities. . . Service Delivery, Operational Oversight & Stakeholder Collaboration ● Coordinated the onboarding and transition of new customers from Business Development Managers, ensuring effective knowledge transfer, clear accountability, and alignment with agreed service expectations. ● Monitored service delivery against agreed service-level agreements (SLAs), customer commitments, and performance expectations, identifying deviations and coordinating corrective actions where required. ● Acted as the central liaison between clients and internal Support, Product, Engineering, and Sales teams to investigate complex issues, assess operational implications, and drive effective resolution. ● Collaborated cross-functionally to address service delivery challenges, resolve escalated issues, and strengthen coordination between stakeholders to support consistent and reliable outcomes. ● Maintained oversight of account activities, customer commitments, and renewal requirements to support continuity of service, mitigate retention risks, and ensure timely follow-through on outstanding actions. ● Supported continuous improvement by identifying recurring customer issues, operational inefficiencies, and opportunities to enhance service delivery processes and the overall customer experience. Client Engagement, Reporting & Issue Resolution ● Facilitated regular client reviews, quarterly business reviews (QBRs), and performance reporting meetings to communicate results, discuss emerging risks, evaluate progress, and agree on action plans with key stakeholders. ● Prepared and communicated account performance insights, product developments, and relevant operational updates to support informed stakeholder decision-making. ● Managed client escalations with professionalism and urgency, assessing the nature and impact of issues, coordinating appropriate interventions, and maintaining transparent communication through to resolution. ● Built trusted relationships with client stakeholders, translating business needs into actionable recommendations and aligning service delivery with strategic objectives. ● Maintained clear communication and coordination across internal and external stakeholders to promote accountability, timely issue resolution, and consistent delivery against agreed expectations.