Global Customer Success Manager

Global Customer Success Manager 

Location:Hybrid (2 Days per week in Clontarf HQ) 

Experience:2–5 Years in SaaS Customer Success or Account Management 

Role Type:Mid-Level / Strategic 

Role Purpose 

As a Global CSM at ChannelSight, you will be the strategic lead for a portfolio of the world’s most recognizable brands. Your mission is to ensure these multi-national entities successfully deploy and scale our "Where to Buy" and "Digital Shelf" technology across global markets. You will bridge the gap between a brand’s global headquarters and their regional teams, ensuring ChannelSight remains a core driver of their global eCommerce success. 

Key Responsibilities 

1. Global Portfolio Ownership 

• Strategic Growth:Manage the end-to-end lifecycle for a portfolio of global accounts, ensuring NRR +100% and identifying expansion opportunities into new territories. 

• Executive Presence:Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with global heads of eCommerce, focusing on high-level ROI and market-share growth. 

• Regional Alignment:Co-ordinate with regional stakeholders to ensure global strategies are executed effectively at the local level. 

2. Data-Driven Consultation 

• Insight Generation:Analyse cross-market data to identify performance trends, helping brands understand their "Digital Shelf" health across different retailers and regions. 

• Strategy Optimization:Act as a consultant to help brands optimize their digital path-to-purchase based on real-time conversion data provided by our platform. 

3. Commercial & Operational Excellence 

• Revenue Management:Own the renewal cycle and drive Net Revenue Retention (NRR) through upselling new features and rolling out into additional markets. 

• Cross functional Collaboration:Continually collaborate cross-functionally with Product, Engineering, and Sales teams to ensure operational excellence is maintained. 

Experience & Requirements 

• The Sweet Spot:2–5 years of experience in Customer Success or Account Management within the eCommerce, MarTech, AdTech or within an agency. 

• Revenue Retention: Demonstrable expertise in managing a renewal pipeline, mitigating churn risk and saving at risk revenue. 

• International Exposure:Proven experience managing accounts that span multiple countries and time zones. Ability to build and maintain customer relationships and cement yourself as a trusted advisor. 

• Analytical Prowess:Ability to translate complex data sets into simple, persuasive narratives for executive stakeholders. 

• Commercial Acumen:Comfortable leading contract negotiations and identifying commercial growth triggers. 

• Proximity to Office:Ability to work from the Clontarf office 2 days per weekto foster team culture and collaborative problem-solving. 

Why ChannelSight? 

• Market Leader:Work with a product that is already an industry standard for global household brand names and be part of the growth as we roll out ChannelSight.AI, the next generation of Digital Shelf. Be the voice of your customers to shape product development. 

• Global Brands:Gain exposure to how the largest global brands execute their eCommerce strategy and support in delivery. 

• Growth Phase:Join a company that has moved past the "startup" phase into "scale-up" mode, offering significant career progression. 

• Flat Structure:Irish founded company with no barriers from entry level to CEO. Informal atmosphere, have fun while winning deals. 

• Hybrid Balance:Enjoy the flexibility of remote work with the mentorship and social connection of a 2-day office-based environment. 

• The Perks:Private health insurance, 25 days annual leave, active social club, weekly team lunch (on us).