Senior Customer Success Manager – Strategic Accounts

You will be the senior voice of the customer at Smarttech247. You will build trusted relationships with CISOs, CIOs, and other senior stakeholders, spot risks early and act fast when something goes wrong. You will work closely with Sales, Service Delivery, our SOC, Engineering, and senior leadership.

Our best customers stay because they see clear value. In this role, you make sure they do.

Location: Reporting to Cork office (HQ), but open to applications within the Republic of Ireland

Travel: Travel may be required for this role

Days and hours: Monday to Friday, 9am to 5:30pm

1) Company Group Pension Scheme (mandatory from day 1 of employment), 3% ER, 3% EE contribution

2) Health Insurance - this is Benefit in Kind

3) Flexible working based on tenure and Meeting Free Friday afternoons

How the hiring process works

If your skills and experience align with our expectations, a member of our Talent team will reach out via email to begin an initial screening. This stage allows us to understand your experience and expectations while giving you the opportunity to learn more about the role and our company. If successful, we will outline the full interview process, which may include a combination of remote and on-site interviews. Depending on the role, a task or presentation may also be part of the process. Throughout, we aim to ensure a positive and transparent candidate experience, keeping you informed at each stage.

What you will do

• Build strong relationships with key customers, including executives.
• Track customer health and sentiment and catch renewal risks before they grow.
• Bring customers ideas and recommendations, not just reports.
• Lead strategic reviews that focus on outcomes and future priorities.
• Take customer feedback back into the business and push for action.
• Lead the relationship response when issues arise, until confidence is restored.
• Support retention and growth and pass opportunities to sales.

What you will bring

• Five or more years in customer success, account management, or service management, with at least two years looking after strategic or enterprise accounts.
• Senior customer-facing experience in cybersecurity, technology, or managed services.
• A track record of managing renewals and retention and of running quarterly business reviews or executive-level customer meetings.
• Confidence speaking with CISOs, CIOs and other senior stakeholders.
• Enough technical understanding to follow the conversation, without needing to be an engineer.
• Strong judgement and the ability to read sentiment before issues are raised.
• A customer-first outlook with good commercial awareness.
• Excellent written and spoken communication, including the ability to challenge internal teams constructively.
• Proactive, organised and happy to take ownership.

Preferred experience and qualifications

• Experience in cybersecurity services.
• At least 5 years' experience in customer management roles.
• Working knowledge of security and compliance topics, such as incident response, ISO27001, GDPR, and NIS2.
• A bachelor's degree in business, IT, or a related field, or equivalent practical experience.
• Experience building customer advocates, references, and case studies.
• Technical certifications (CISSP, CISA etc.) are not mandatory but are considered a plus.

Diversity & Inclusion Mission Statement

At Smarttech247, our mission is to keep our customers secure. Cybersecurity is a complex industry, therefore, in order to tackle its challenges and continue to innovate, we believe that a diverse workforce contributes to greater collective intelligence and ultimately, makes a stronger team – qualities that are needed in our fight against cybercrime.

Smarttech247 is proud to be committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment is decided on the basis of qualifications, merit, and business need.