Customer Success Manager

Sustainability that means business

Who we are:

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do:

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people:

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Position Overview:

As a Customer Success Manager at AMCS, you will serve as the primary point of contact for our customer base, ensuring the overall success and growth of relationships with existing clients in EMEA. You will work proactively to understand and meet customer needs, mitigate churn risk, and drive customer satisfaction ensuring customers achieve their desired outcomes.

You will also play a key role in identifying new opportunities where AMCS solutions can support our customers as well as managing the adoption and usage of the AMCS solutions.

Key Responsibilities:

• Customer Engagement and Relationship Management: Foster strong relationships with assigned accounts through regular check-ins, business reviews, and proactive outreach. You will be the main point of contact for the customer, building and maintaining long term relationships overseeing and ensuring success.

• Success Planning: Collaborate with customers to develop and implement success plans that align with their business goals. Monitor progress and adjust plans as necessary to ensure achievement of objectives.

• Adoption & Usage Monitoring: Analyse customer usage patterns and proactively identify areas for improvement or increased usage of our solutions. Provide insights and recommendations to enhance customer value.

• Feedback & Advocacy: Gather customer feedback and communicate it back to internal teams for product improvement and innovation. Advocate for customers’ needs within the organization to ensure their voice is heard.

• Onboarding & Training: Coordinate and lead the onboarding process for new clients, ensuring they understand how to effectively use our solutions and ensuring they have a clear understanding on the key departments and how to contact them.

• Problem Resolution: Address customer issues and concerns promptly and effectively, coordinating with technical support and product teams as needed to resolve problems.

• Reporting & Analytics: Prepare and present regular reports on account status, health, and usage metrics. Utilise analytics to drive conversations about value realisation and future opportunities.

Qualifications:

• Bachelor’s degree in business, communications, or a related field.

• Proven experience in a Customer Success, Account Management, or similar role, preferably in a technology or SaaS environment.

• Strong interpersonal and communication skills with an ability to build relationships at all levels.

• Excellent problem-solving skills and a customer-first mindset.

• Ability to manage multiple accounts while maintaining attention to detail.

• Proficiency in CRM tools and software(Salesforce, Netsuite); experience with analytics tools is a plus.

• Fluent in Dutch and English