WHO WE ARE:

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

WHAT WE DO:

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

REQUIRED SKILLS:

• Customer-Centric Communication: Strong interpersonal skills with the ability to establish trust, foster relationships, and communicate effectively with clients, ensuring their needs are understood and met.
• Problem-Solving and Analysis: Skilled in proactively identifying challenges and opportunities, using a structured and empathetic approach to resolve customer issues and deliver solutions.
• Customer Success Expertise: Proven experience in driving customer outcomes, maximizing product adoption, and ensuring customer satisfaction and retention.
• Multitasking and Attention to Detail: Capable of managing a portfolio of accounts simultaneously while maintaining accuracy, thoroughness, and personalized support.
• Churn Prevention and Advocacy: Strong ability to recognize risk signals and implement strategies to retain customers, alongside cultivating advocates for referrals and testimonials.
• Time Management: Exceptional organizational and time management skills to prioritize customer engagement activities and meet deadlines effectively.
• Data-Driven Approach: Proficient in leveraging tools and metrics like customer health scores, NPS, and CSAT to assess engagement and improve customer outcomes.
• CRM and Technology Proficiency: Experienced in using CRM platforms like Salesforce to maintain account data, track interactions, and analyse performance metrics.
• Team Collaboration: Collaborative mindset with the ability to partner with cross-functional teams (e.g., product, sales, support) to address customer needs and feedback.

REQUIRED QUALIFICATIONS:

• 5+ years of experience in a customer success, account management, or related customer-facing role, ideally in a B2B SaaS environment.
• Fluency in German and English; additional languages are a plus.
• Knowledge of or experience with EHS and/or ESG products is advantageous.
• Tech-savvy with experience guiding customers through software solutions and providing consultative support.
• Demonstrated ability to deliver high-quality customer service and maintain a proactive approach to customer follow-ups and escalations.
• Strong written and verbal communication skills to engage with diverse customer stakeholders effectively.
• Proven ability to analyze customer needs and craft tailored solutions that align with their goals.
• Bachelor’s degree in business, marketing, or a relevant field is preferred.
• Adaptability, critical thinking, and problem-solving skills to handle evolving customer requirements and scenarios.
• Willingness to travel for customer meetings, workshops, and industry events as required.

ABOUT THE ROLE:

We are seeking a proactive and customer-focused professional to join us as a Customer Success Manager. In this role, you will take ownership of a portfolio of accounts, building strong relationships across all levels of your customers’ organizations and serving as their trusted advisor. Your primary responsibilities will include ensuring customer satisfaction, driving product adoption, and identifying opportunities to maximize customer outcomes.
As the main point of contact for your accounts, you will act as the customer’s advocate within our organization, coordinating cross-functional efforts to provide the best possible support. You will collaborate with customers to understand their business goals, industry challenges, and evolving needs, using this insight to deliver tailored solutions and ensure long-term success.
Ideal candidates should possess exceptional communication and relationship-building skills, a consultative and solution-oriented approach, and a strong commitment to helping customers achieve their objectives. Your ability to foster trust, provide strategic guidance, and drive customer success will be instrumental in strengthening customer loyalty and promoting retention.

KEY RESPONSIBILITIES:

• Facilitate regular customer check-ins and business reviews to maintain strong relationships and foster ongoing engagement.
• Develop and manage scalable, proactive communication formats such as mailings, webinars, and other channels to keep customers informed and engaged.
• Provide value consulting services to help customers achieve their goals, distinguishing consulting from standard support services.
• Monitor product adoption and usage to ensure customers are leveraging the platform effectively.
• Identify upsell and cross-sell opportunities to support revenue growth and ensure customers are utilizing relevant product offerings.
• Lead churn prevention initiatives by building strong customer relationships and addressing potential risks proactively.
• Establish and maintain customer health scoring systems (e.g., NPS, CSAT) to monitor satisfaction and engagement and identify improvement opportunities.
• Handle escalations effectively, collaborating across teams to resolve customer issues quickly and efficiently.
• Ensure CRM hygiene by maintaining accurate and up-to-date customer records, including contact details and engagement status in systems such as Salesforce.
• Cultivate customer advocates and references for marketing and sales initiatives.
• Collaborate with customers on pilot programs to test new products or features and gather actionable feedback.