Customer Success Manager

About the Role

Topia is the leader in providing technology solutions to manage all forms of employee movement and work location flexibility effectively, at scale and with a firm focus on compliance. Our secure, cloud-based platform is used to support businesses before, during and after their people move or travel to wherever they need to be and helps companies ensure the right people are in the right place at the right time. We are looking for a Customer Success Manager to join our team in Dublin, Ireland.

As a Customer Success Manager, you will own the success of a portfolio of mid-market to enterprise customers, driving adoption, retention, and expansion. Youll build trusted relationships with customers, proactively address issues, and work cross-functionally to deliver value and achieve customer goals. Your role will involve tracking key metrics, leading quarterly business reviews, and acting as the voice of the customer to influence product improvements.

Responsibilities include:

• Own the success of a portfolio of mid-market to enterprise customers through implementation, adoption, retention, renewal, and expansion.
• Build trusted advisor relationships with customer partners and executive sponsors to drive product adoption and maximize business value.
• Lead customer engagements by maintaining timely communication and ensuring customer requests are addressed across internal teams.
• Proactively manage customer accounts to anticipate and resolve potential issues before they escalate.
• Develop strategies to improve retention and reduce churn by addressing customer pain points.
• Track and report on key performance indicators (KPIs) related to customer success, including adoption rates, satisfaction scores, and renewal rates. Prepare and present regular reports on account health and progress towards customer goals.
• Know the customer(s) and their policies, and respond to internal queries from Topia teams about configuration, scope and delivery needs.
• Act as the voice of the customer within Topia by sharing insights and feedback with the Product and Development teams, advocating for customer needs, and contributing to product improvements based on user experiences.
• Collaborate with Sales and Service Delivery teams to drive revenue and facilitate renewals.
• Conduct Quarterly Business Reviews and Strategic Account Reviews to assess progress and align with customer goals.
• Lead change management initiatives to build champions and enhance adoption of Topias technology.

About You

• 3+ years of experience in a customer-facing role focused on Customer Success, ideally in a fast paced SaaS environment

• You are experienced or have knowledge related to Talent Mobility or Global Compensation Management

• Strong stakeholder manager or Account / Customer Success Manager with proven experience of engaging and influencing people towards successful and collaborative outcomes
• Good knowledge and understanding of global mobility policies and practice to enable consultative discussions with clients
• Experience of compensation calculation and tax reporting, including as part of payroll delivery
• Strong customer focus, account management and project management skills
• Influencer with strong, professional verbal and written communication skills with effective ‘storytelling presentation skills with value messaging, who is able to work across functions to ensure quality delivery for clients
• Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate the capabilities
• Strong team player but a self-starter that can operate independently and achieve successful outcomes
• Excellent communication skills, including issue tracking, triaging and crisis management
• Proficiency with MS Office suite as well as apps to support efficient working
• Bachelors degree preferred or equivalent experience

About Topia

At Topia, we expand horizons to transform the future. As part of a mission and values-driven culture, employees have autonomy, opportunities for growth, and the ability to directly impact our business.

We also offer competitive perks and unique experiences. While each country has its own specifics, our global offerings include:

• Generous time off including paid volunteer time, recharge days, and floating holidays
• Comprehensive health benefits
• Competitive base salary and performance-based incentives
• Professional development opportunities
• Company-sponsored events and activities

Salary range: €65,000 - €85,000

At Topia, we ground ourselves in being equitable, fair, and treating employees as people, not numbers. Our total rewards and pay practices are centered around these principles as well.

The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicants experience, knowledge, skills, and abilities, as well as internal equity among our team.