Senior Manager (Data Management and Training)

com builds an AI-powered platform that helps client-service organisations manage projects, resources, and profitability—helping teams plan, deliver, and improve margins. Our platform has revolutionised how companies keep their client projects on track, their resourcing in check and their profits on point. Combining powerful project management and easily streamlined operations—we’re the only platform built for managing client projects, profitably. We pride ourselves on creating market leading software, working with outstanding people, and going above and beyond for our customers. Our personality is unmistakable: we work hard, take joy in our wins and each other's successes and important life events. And we care and support each other when life throws lemons. We are fanatical about our customers: and when talent meets passion, success happens.

This is a remote role in Ireland. While we would love to hire in the Rebel Capital, we know great talent exists outside the County of Cork too.

We are hiring a Manager of Customer Success to lead a team of CSMs covering our managed book and to accelerate our shift to an AI-powered revenue engine. You will own retention performance - Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) - across the team, in-quarter and across the year.

You will run the renewal forecast, manage the risk queue, drive save plays, lead weekly inspection, and raise the bar on commercial confidence and outcome-led customer engagement across the team. You don't carry a book of your own - your impact is through the team, not parallel to it — but you join the conversations that matter most: top-tier EBRs, strategic renewal moments, and exec-to-exec saves on at-risk accounts.

You will report to the Head of Customer Success, who sets strategy, the operating model, and cross-functional direction for the function. You will inherit a Customer Success function that already uses AI — forecasting, account intelligence, churn analysis, risk surfacing — integrated with HubSpot, Pendo, Gong, and Teamwork Desk. AI in the daily workflow of every CSM, new capability shipping continuously, and the team's time spent on the conversations that move the number rather than on the work AI can do for them.

You don't need to be a software engineer. You do need to have personally shipped AI tooling that other people used — prompts, skills, agents, integrations, lightweight workflows — and you need to be able to do it again, fast, in a live commercial environment.

• 5+ years experience in Customer Success, in a B2B SaaS environment
• ~3+ years leading Customer Success teams
• Experience managing performance and building high-performing teams

Customer Value & Commercial Capability

• Strong commercial acumen across pricing, negotiation, and value articulation

Enablement & Coaching

• You build the playbooks, talk tracks, and enablement materials that help them do it.
• You can point to specific CSMs who have improved their commercial confidence, negotiation skills, or technical fluency under your mentorship.
• Comfortable making clear and timely performance decisions
• Data-driven and structured in approach
• Curiosity and interest in applying AI within Customer Success

Retention & Commercial Performance

• No surprises, no last-minute red accounts that should have surfaced weeks earlier.
• Risks are identified early and worked through structured save plays, not feature pitches or reflexive discount asks.
• Renewals are prepared properly — ROI evidence gathered, stakeholders mapped, commercials understood, multi-year and expansion options considered before the conversation, not after.
• Save rate, renewal quality, and expansion contribution all move in the right direction quarter on quarter.
• When a renewal is at risk, the team can produce evidence — usage, ROI, stakeholder coverage — fast.
• Performance is visible, the team knows what good looks like, and you address gaps directly and constructively.
• CSMs are noticeably stronger in commercial conversations within the first six months — pricing, multi-year, expansion, executive-level value framing.
• We know where each CSM is on their journey and where the next layer of CS leadership is coming from.
• Forecast hygiene is non-negotiable. Risk fields, renewal stages, and stakeholder data are accurate and current.
• The team operates on a clear weekly rhythm — pipeline review, risk queue, escalation triage, account inspection — and it holds up under pressure.
• When a process is slowing the team down or letting risk through, you redesign it.
• AI is in the daily workflow of every CSM — renewal prep, account intelligence, risk surfacing, expansion identification — and is no longer a side experiment.
• You ship new AI capability into the team — skills, agents, prompts, lightweight workflows — that measurably moves retention or expansion outcomes.
• You can name the dollar impact: time reclaimed, risks caught earlier, save rate moved, expansion identified that would otherwise have been missed.
• The team uses what you ship, because you ship things they actually need.

Benefits:

• Competitive salary
• Pension/Retirement matching
• Health plans and wellbeing programs
• Educational resources and generous development allowance
• Inclusive policies including maternity, paternity and parent leave
• Recognition programs

Teamwork is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality or ethnic origin.