Customer Success Manager

8 Months ago • 5 Years +

Job Summary

Job Description

The Customer Success Manager will be responsible for building and maintaining strong relationships with enterprise customers to maximize the value of Cyara's solutions. This includes owning customer outcomes, understanding customer pain points, executing renewals, and identifying new opportunities. They will need to build relationships with stakeholders, deliver insights, and act as an escalation point. The role requires regular client meetings, onsite visits, and strategic business reviews. International travel will be required. The ideal candidate has 5+ years of customer success experience and strong technical and communication skills.

Must have:

5+ years of experience in a Customer Success Role
Strategic mindset managing multinational accounts
Understand the difference between Customer Success and Customer Service
Can have strategic conversations with executives
Able to act as a quarterback to leverage resources
Proven business to business relationship building skills
Strong technical acumen

Good to have:

Experience in AI and bot technology
Knowledge of testing, the software development lifecycle
Strong analytical skills
Strong program management skills
Excellent presentation skills
Bachelor's degree in a related discipline
German and/or French speaker a bonus

Perks:

Paid Maternity, Paternity and Adoptive Leave
Health Insurance
Hybrid working based in Ireland
Flexible Working
Competitive Salary
Employee Assistance Programme
A place to grow
Continuous Learning & Development
Pension
Income Protection
Death in Service

5 skills required

5 skills required for this role

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

innovation

regression-testing

load-testing

presentation-skills

team-management

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 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.

**We love the power of in-person collaboration! This role requires the ability to commute to our Skibbereen, Ireland office at least twice per month, blending the best of both worlds—flexibility and meaningful face-to-face interactions.

The Role:

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 and executives
Executing renewals for your book of business including negotiation and closing with a goal to securing long-term contracts with uplift
Own a portfolio of 25-30 Enterprise Customers between $2-3m ARR
Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
Success planning with the customer to develop a plan with them to maximise value
Build and maintain trusted relationships with customer stakeholders and executives
Identify new opportunities within our existing customer base and closely collaborate with the sales team to expand ARR
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
Proactively organise and host regular client check-in meetings, onsite visits and Strategic Business Reviews
Coordinate and manage client special requests & projects
International travel will be required from time to time

The Candidate:

Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role
A strategic mindset with experience managing large, multinational accounts
Understands the difference between Customer Success and Customer Service
Can have strategic conversations with and be confident presenting to senior customer executives
Able to act as a quarterback to leverage internal resources to deliver customer outcomes
Proven business to business relationship building skills
Demonstrated background in developing and managing commercial relationships
Strong technical acumen to add value to customer discussions and translate product strengths into business value
Experience in AI and bot technology would be highly desirable
Knowledge of testing, the software development lifecycle desirable
Strong analytical skills/ ability to identify patterns and spot trends
Strong programme management skills
Excellent presentation skills
Bachelor's degree in a related discipline is desirable
German and/or French speaker a bonus but not essential

The Person:

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

What we offer:

Paid Maternity, Paternity and Adoptive Leave
Health Insurance
Hybrid working based in Ireland
Flexible Working
Competitive Salary
Employee Assistance Programme
A place to grow
Continuous Learning & Development
Pension
Income Protection
Death in Service

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