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Customer Success Manager (CSM) - EMEA

Customer Success Manager (CSM) - EMEA

T-ProDublin, County Dublin, IE
7 days ago
Job type
  • Quick Apply
Job description

Drive customer success and advocacy in healthcare technology while shaping the future of care delivery.

We are seeking a proactive, relationship-focused, and highly collaborative Customer Success Manager to help T-Pro deliver exceptional value to our healthcare customers in the UK and Ireland. This role is vital to ensuring our clients achieve their desired outcomes, maximise product adoption, and become advocates for T-Pro.

If you are motivated by customer success, thrive in a fast-paced environment, and are passionate about healthcare innovation, we want to hear from you.

About T-Pro

T-Pro is a global leader in healthcare technology, partnering with renowned healthcare organisations, including major healthcare providers and private medical institutions in Ireland. By leveraging cutting-edge machine learning and AI technologies, such as speech recognition and ambient scribe solutions, T-Pro empowers clinicians to streamline documentation processes, improve care delivery, and optimise organisational efficiency.

Our solutions deliver actionable insights that enhance patient care, reduce risks, and drive operational improvements. Recognised in the Deloitte Fast 50 for four consecutive years, T-Pro is poised for continued growth, supported by Livingbridge , a leading mid-market private equity firm.

Role Overview

As a T-Pro Customer Success Manager, you will be the trusted advisor and primary point of contact for our clients, ensuring they realise the full value of our solutions. Your responsibilities will span onboarding, adoption, renewal management, and expansion, with a focus on building strong relationships, mitigating risk, and driving growth within your portfolio. You will collaborate closely with Sales, Professional Services, and Support teams to deliver a seamless customer experience.

Key Responsibilities

  • Pre-Sales : Align with Sales on customer goals & start to build a deep understanding and positioning of outcomes and metrics for the customer. Join late stage calls at leadership discretion to introduce ways of working with T-Pro for a successful project. Prepare for handoff & kick-off.
  • Onboarding & Implementation : Lead kick-off meetings, coordinate with Professional Services, define launch plans, and oversee the transition to business as usual (BAU).
  • Adoption & Engagement : Maintain and execute success plans, conduct regular cadence calls and strategic business reviews, and proactively monitor customer health.
  • Risk & Opportunity Management : Identify and mitigate risks, escalate issues as needed, and uncover opportunities for upsell and cross-sell.
  • Renewal Management : Maintain renewal forecasts, create and execute renewal plans, and manage negotiation in partnership with Sales.
  • Account Planning : Partner with Account Executives to align on account strategies and ensure ongoing customer satisfaction and growth. Run discovery with customers to surface expansion needs. Validate overage data. Brief AE internally. Re-introduce AE into customers, in context of upsell opportunities. Work with AE on upsell strategy internally, success & value stories, etc
  • Customer Advocacy : Build advocacy relationships, support case studies, and drive reference activities.
  • Internal Collaboration : Work closely with Sales, Professional Services, and Support teams to ensure a unified customer experience.
  • Product & Industry Expertise : Develop deep knowledge of T-Pro's solutions, industry trends, and competitor offerings to position T-Pro as a trusted advisor.

What We're Looking For

  • Experience : 3+ years in customer success, account management, or a related client-facing role in the healthcare or SaaS sector.
  • Industry Knowledge : Understanding of the Irish healthcare landscape and public sector procurement processes.
  • Customer Focus : Strong interpersonal and communication skills, with the ability to build and maintain relationships with key decision-makers.
  • Problem-Solving : Ability to anticipate and resolve customer challenges, and to escalate issues when necessary.
  • CRM Proficiency : Experience using CRM [Hubspot preferred] tools to manage customer relationships and track engagement.
  • Collaboration : Willingness to work closely with cross-functional teams and contribute to a positive, results-driven culture.
  • Mobility : Valid driving license and access to a car for occasional travel to client sites across UK and Ireland.

    • Why Join T-Pro?

    At T-Pro, we offer more than just a job. We provide an environment where you can thrive, grow, and make an impact. Whether working from our state-of-the-art offices in Dublin or remotely, you'll enjoy :

  • Performance-Based Rewards : Achievable targets with accelerators to recognise and reward high performance.
  • Flexible Work Arrangements : Hybrid schedules, adaptable working hours, and 24 days of annual leave.
  • Wellness & Wellbeing : A comprehensive wellness program to support your health and work-life balance, including an annual €1,000 per year (or £ equivalent) wellness allowance.
  • Vibrant Company Culture : Regular social events, a collaborative workplace, and a strong sense of team spirit.
  • Career Development : Ongoing training, mentorship, and opportunities for career advancement, with an additional €1,000 per year (or £ equivalent) available for professional growth.

    • Ready to Shape the Future of Healthcare?

    If you're an ambitious Account Executive with a passion for healthcare innovation and a talent for account management, we'd love to hear from you. Apply today to join a market-leading team dedicated to transforming the way healthcare is delivered in Ireland

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