Customer Success Manager

Customer Success Manager

• Proven CSM track record - Enterprise SaaS experience with complex, multi-stakeholder accounts 
• Commercial acumen - Confident articulating ROI and value at exec and VP level 
• QA/testing familiarity - Exposure to software quality, testing practices, or the SDLC 

 

SmartBear is hiring a Customer Success Manager to join our EMEA team in Galway, working with enterprise accounts across our Test Management and Functional Testing portfolio. This is a high-touch role for a CSM who is confident managing complex relationships, articulating business value, and driving retention and growth across a strategic account base. 

You will be the primary point of accountability for a defined portfolio of accounts — building trusted partnerships with engineering and QA leaders, running outcome-focused business reviews, and ensuring customers achieve measurable value from SmartBear’s solutions. Familiarity with software testing or quality engineering will help you engage credibly from day one, but your CS fundamentals and commercial instincts are what will make you successful in this role. 

Successful candidates are required to be on site in the Galway office a minimum of 3 days per week.

What you'll do:

• Own the post-sales relationship for a portfolio of enterprise accounts, serving as the primary point of accountability for customer health, satisfaction, and retention. 

• Build multi-threaded relationships across technical and business stakeholders — from QA leads and engineering managers through to VP and Director level. 

• Run structured, outcome-driven Business Reviews that connect SmartBear usage to business outcomes, articulating ROI clearly and credibly to senior audiences. 

• Develop and execute account success plans with defined milestones and adoption goals, proactively monitoring health signals and acting ahead of risk. 

• Partner with the Renewals team to protect net revenue retention, flagging risk early and identifying expansion signals to pass to Sales — staying involved as those conversations develop. 

• Collaborate cross-functionally with Sales, Support, Product, and Marketing to resolve customer challenges and contribute to a seamless customer experience. 
• Track portfolio metrics including health scores, adoption trends, and renewal forecasts, using data to prioritise effort and inform strategy. 

We are looking for you if you have:

• 3–5+ years in Customer Success, Account Management, or a similar customer-facing role within the software or technology industry. 

• Demonstrable experience managing enterprise accounts with multiple stakeholders, and a track record of driving measurable outcomes — retention, adoption growth, or expansion. 

• Strong commercial instincts: you know how to frame value in terms of business outcomes and ROI, and can hold that conversation confidently at exec level. 

• Excellent communication and stakeholder management skills, with the ability to adapt your approach across technical and non-technical audiences. 

• Familiarity with software testing, quality engineering, or the SDLC — whether gained through direct experience in QA, a customer-facing role at a test tooling company, or exposure through your CS work. 

• Data-driven and organised, comfortable using customer health platforms and CRM data to manage a complex portfolio with discipline. 
• Based in Galway, with the ability to travel within the EMEA region as required. 

Why you should join the SmartBear crew:

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know?

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland and Bangalore, India.
• We’ve won major industry(product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and BuiltIn Best Places to Work.

SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

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