Customer Success Manager

ViClarity is an award-winning provider of governance, risk and compliance (GRC) management software solutions for highly regulated industries, such as healthcare, insurance and financial services. Organisations of all sizes utilize our GRC tools to enhance and automate their risk and compliance processes.

We’re seeking a Customer Success Manager with 1–3 years of experience in a customer-facing role to join our growing team at our European headquarters in Tralee, Co. Kerry. This role is perfect for someone who enjoys building relationships, problem-solving, and delivering excellent client experiences. As part of our Customer Success team, you’ll play a key role in ensuring our clients get the most value from ViClarity’s platform. You’ll work closely with experienced team members and other internal departments to drive retention, satisfaction, and long-term partnership.

Principle Responsibilities

• Act as a primary point of contact for a portfolio of clients, supporting their ongoing success.
• Build and maintain strong client relationships, ensuring a high level of satisfaction and engagement.
• Coordinate activities and collaborate with internal teams (Support, Technical, PMO) to deliver successful client outcomes.
• Identify and address client questions or issues, providing clear and honest solutions.
• Support the wider Customer Success team with onboarding, renewals, and day-to-day account management.
• Proactively communicate value, helping clients maximize their investment in ViClarity.
• Manage the post-sale relationship of ViClarity customers
• Identify areas for growth within existing accounts and generate upsell opportunities  
• Understand key blockers for our customers to be successful and take targeted and precise actions proactively.  
• Help customer leverage the ViClarity tool to full advantage by teaching our customers how to effectively use our product and proactively suggest process changes
• Capture feedback on our products & solutions from the Customer to enable us improve our offerings and ensure we are meeting customer needs
• Focus on client retention and keep wider team abreast of any red flags/concerns with existing client usage/satisfaction etc...
• Understand the difference between customer success role (proactive, strategic) and a customer support role (answering customer requests)
• Develop and maintain strong customer relationships. with key decision makers in customer organization
• Maintain a cadence of communicating with customers about their usage, any barriers to adoption and training needs.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Liaise with resources across the ViClarity organization as needed to support customers’ needs

Education/Experience

• Minimum of 3 years' experience in account management or customer success
• Demonstrated experience of building solid client relationships
• Experience in a software, SaaS or online company
• Minimum degree level in Business/IT or related discipline

Skills/Aptitudes

• Outstanding communication, presentation, written and interpersonal skills
• Self-driven, organized, motivated, able to thrive under pressure, and able to effectively manage time and responsibilities.
• Ability to work effectively with internal teams in sales, pre-sales, product, client services and marketing to succeed.

Next steps...

Any further questions? contact Kathleen.Wall@viclarity.com