Associate Customer Success Manager

8 Months ago • 1 Years +

Job Summary

Job Description

As an Associate Customer Success Manager at Cyara, you will build and maintain strong relationships with enterprise customers, ensuring they maximize the value of Cyara's solutions. Your responsibilities include driving end-user engagement, managing and closing renewal opportunities, identifying strategies to increase adoption, analyzing customer data to provide recommendations, identifying new opportunities within the customer base, collaborating with the sales team, and delivering insights to improve and optimize customer value. You will also act as an escalation point and coordinate client special requests. This role is a hybrid position that involves regular travel to Skibbereen, Ireland.

Must have:

1+ years of experience in a customer-facing role
Strong communication skills for campaigns and customer interactions
Attention to detail and ability to follow engagement plans
Strong data analytics skills to identify patterns
Excellent project management skills to stay on track
Understanding the difference between Customer Success and Service
Strong technical acumen to add value to customer discussions

Good to have:

Knowledge of testing and the software development lifecycle
Experience in a SaaS environment or telecoms
Language skills (French/German/Spanish)

Perks:

Flexible work environment
Competitive compensation
Work culture that's results-oriented
Opportunity to work for a global, growing company
All-inclusive team of innovators

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

data-analytics

innovation

regression-testing

load-testing

saas-business-models

Job Details

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out: www.cyara.com
Want to know what it’s really like to work at Cyara? Check out this link to meet some real Cyaran’s and read about their individual career journey with us: https://cyara.com/employee-profiles/
Cyara’s Diversity, Equity, Inclusive and Belonging Statement: At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.
Cyara’s Values Statement: At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.
We are seeking an exceptional Associate Customer Success Manager to join our team! This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you. This hybrid role offers flexibility but requires regular travel to our office located in Skibbereen, Ireland.

Let's talk about the role and responsibilities:

Utilise 1-to-manyand 1-to-1communication strategies to drive end user engagement and maximise product adoption
Manage, negotiate and close renewal opportunities to maximise retention
Identify repeatable strategies and build upon existing playbooks to drive adoption, renewal growth and mitigate risk
Leverage different channels at the right timeto deliver value for customer at different points in their journey
Own the customer outcomes, ensuring they are receiving value from Cyara’s solutions
Understand the value of Cyara to the customer and be able to articulate that back to key stakeholders
Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations to increase value
Identify new opportunities within our existing customer base and collaborate with the sales team to grow revenue; Cross-sell & Upsell
Deliver insights based on customer and industry usage to identify areas for improvement, optimisation and expansion
Act as an escalation point when things are not going to plan
Coordinate and manage client special requests

Let’s talk about your skills/expertise:

Excellent focus on customer experience: 1+ years of experience in a customer facing role
A great communicator who can get on the phone or video meetings with customers as well as be able to implement effective 1-to-many campaigns
Shows attention to detail and can follow a structured engagement plan but also has the initiative to try new plays and strategies
Strong data analytics skills, you can identify patterns and spot trends to inform your approach
Be an excellent project manager to stay on track of your book of business
Understands the difference between Customer Success and Customer Service
Strong technical acumen to add value to customer discussions and translate product strengths into business value
Knowledge of testing and the software development lifecycle a big plus
Previous experience working in a SaaS environment or telecoms would be an advantage
Language skills (French/German/Spanish) are always desirable

You Are:

Organized
Process-driven
Shows initiative
Customer Focused
Articulate and confident
A communicator
A problem solver

Why you should join us: At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.
Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day: Deliver Excellence Innovate Boldly Integrity First Embrace Curiosity
Interested? Know someone who might be? Apply online now.

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid