{"id":3197734,"url":"https://alion.io/job/softco-customer-success-team-manager","title":"Customer Success Team Manager","company":{"id":2137118,"name":"SoftCo","domain":"softco.com","url":"https://alion.io/company/softco","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"HubSpot","optional":false}],"status":"live","first_seen_at":"2026-10-19T17:26:39Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-29T06:58:42Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About us\nSoftCo is an AI-native Procure-to-Pay (P2P) and Accounts Payable (AP) automation company built for complex organisations. In a market full of rigid templates and “plug-and-play” promises, our approach is different. We tailor automation around the organisation, not the organisation around the software.\nFor over 35 years, we’ve helped finance teams move from reactive, manual processes to controlled, scalable and strategic P2P operations. Our AI-native platform strengthens accuracy, visibility and insight, but it’s our delivery expertise that ensures it works in the real world.\nOur success at a glance:\n1M+ users worldwide\n\nTrusted by organisations including Volkswagen, Patagonia, Primark, Logitech and all 80 departments of the Finnish Government\n\nGlobal reach with offices in the US, Finland, UK, Kosovo and Ireland\n\nA reputation for owning where precision engineering meets long-term partnership\n\nJoin us as a Customer Success Team Manager on a 12-month fixed-term maternity-cover contract and lead our team to drive customer adoption, retention and growth.\nYour role\nYou will be responsible for leading and managing SoftCo's Customer Success team while our current manager is on maternity leave. This is primarily a leadership and operations role, not a hands-on CSM role. You will keep the team organised and focused, drive strong team performance, give leadership full visibility of the customer portfolio, and ensure customer escalations are prioritised and progressed to resolution by the relevant teams. Working closely with Data & Automation and Account Management, you will lead our transition to a scaled, data-led Customer Success model.\nYour responsibilities\nLead the team\nManage and coach the Customer Success representatives and analyst: set clear priorities and performance expectations, manage workloads, hold regular 1:1s, and support development\nCoach reps on CS best practice, including onboarding, adoption, health scoring, QBRs, and renewal preparation\nAnalyse customer calls to identify training needs and drive improvement, using them as the basis for coaching and feedback\nKeep the team engaged and focused on delivering strong customer outcomes through a leadership transition\nOwn portfolio visibility and escalations\nMaintain a clear, current view of the whole portfolio (health, risk, renewals, open issues) and report it to the COO\nOwn the escalation process: triage, route, and drive resolution with Support, Product, and Delivery, and keep senior stakeholders informed\nRun a regular cadence of portfolio reviews and risk calls, ensuring clear actions, ownership and follow-up.\nBuild the scaled CS model\nLead the implementation of pooled CS coverage for lower-tier accounts\nWork with the analyst and the Data & Automation team to automate customer reporting and insights\nEnsure health scoring alerts are acted on, and work with the analyst and Data & Automation team to build out churn prediction, from defining the signals through to operationalising them\nPartner with Account Management\nDefine clear handoffs between Customer Success and Account Management for key customer activities, including QBRs, renewal preparation, and upsell and cross-sell opportunities.\nWork with Account Management to enable Account Managers to spend approximately 20% of their time generating upsell and cross-sell opportunities within the existing customer base, using Customer Success data and insights to support targeted customer engagement.\nYour profile\nEssential\nProven experience managing and coaching a Customer Success team, ideally in B2B SaaS, with a track record of driving strong team performance and customer outcomes\nStrong command of CS fundamentals: segmentation, health scoring, churn and retention metrics, and renewal management\nVery data-literate and comfortable with dashboards, KPIs, and turning insights into clear priorities and action\nExperience coaching reps and raising their capability, including through call review\nHighly organised, with a track record of managing escalations calmly and clearly across multiple teams\nConfident communicating with senior internal stakeholders and customers\nComfortable stepping into a role quickly with a short ramp-up and taking ownership of team priorities and delivery\nStrongly preferred\nExposure to accounts payable, finance automation, or ERP environments (for example SAP, Oracle, or Microsoft Dynamics), or at least solid knowledge of the finance function\nExperience with scaled, pooled, or tech-touch CS models, ideally including implementing or improving these approaches\nExperience working with data or automation teams on churn prediction or customer analytics\nFamiliarity with CS and CRM tooling such as Totango, HubSpot, Freshdesk, or similar platforms\nExperience supporting upsell and cross-sell motions from the CS side\nWhat We Offer\nCompetitive remuneration and performance-based bonus\n\nCompany-paid health insurance, pension and life assurance\n\nHybrid Working Model (3 days per week in office following onboarding period)\n\nOn-site gym with company-funded fitness classes (Dublin office)\n\nLong service incentive awards and employee referral programme\n\nStructured learning and development investment\n\nOur structure gives you real ownership and direct exposure to senior leadership. Progression is based on capability, not hierarchy.\nOur culture\nOur culture is built on the values that shape how we work together and how we deliver for our customers.\nInitiative, accountability, and collaboration are central to how we operate. Our teams work across disciplines and locations to solve complex problems and deliver meaningful outcomes.\nWe encourage clear thinking, ownership and continuous learning. Expertise is respected and people are trusted to take responsibility for the work they lead.\nDifferent perspectives strengthen our teams and improve the systems we build. We are committed to creating an inclusive environment where everyone can contribute and grow.\nSoftCo is proud to be an equal opportunities employer and welcomes applications from all backgrounds. Learn more at softco.com/about-us.","description_format":"text","description_chars":6103,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Health insurance","Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence"],"lifecycle":[{"event":"open","at":"2026-10-24T05:52:34Z"}],"visa":[],"liveness":{"score":76,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.805,"p_room":0.945,"age_days":9,"expected_fill_days":24,"reasons":["conf:2","win:mid"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/softco-customer-success-team-manager","json_url":"https://alion.io/job/softco-customer-success-team-manager.json","meta":{"generated_at":"2026-10-29T09:19:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14198,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2137118},"rest":"https://alion.io/mcp/rest/get_company?id=2137118"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsoftco-customer-success-team-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsoftco-customer-success-team-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsoftco-customer-success-team-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/softco-customer-success-team-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsoftco-customer-success-team-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3197734}},{"tool":"search_jobs","arguments":{"company":"softco.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3197734},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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