{"id":32763,"date":"2025-04-25T09:51:03","date_gmt":"2025-04-25T08:51:03","guid":{"rendered":"https:\/\/bigredcloud.com\/job\/customer-success-executive\/"},"modified":"2025-05-26T00:16:24","modified_gmt":"2025-05-25T23:16:24","slug":"customer-success-executive","status":"expired","type":"job_listing","link":"https:\/\/bigredcloud.com\/en\/?post_type=job_listing&p=32763","title":{"rendered":"Customer Success Executive"},"content":{"rendered":"<h3><b>About Big Red Cloud<\/b><\/h3>\n<p>Big Red Cloud is one of Ireland\u2019s most established providers of accounting and payroll software for small businesses. We support thousands of micro and small SMEs, sole traders, and accounting professionals across Ireland\u2014helping them manage their finances with ease.<\/p>\n<p>As we begin an exciting new chapter under the <a href=\"https:\/\/www.ishikawatech.com\/\">Ishikawa Technologies<\/a> umbrella, we\u2019re reimagining how we support our customers. That means proactive, maturity-driven customer success focused on real outcomes: high usage, reduced churn, and lifelong value.<\/p>\n<p>We\u2019re looking for a mission-driven\u00a0<b>Customer Success Executive<\/b>\u00a0to help deliver this next evolution of service excellence.<\/p>\n<h4><b>About the Role<\/b><\/h4>\n<p>This is not your typical support role. At Big Red Cloud,\u00a0<b>Customer Success<\/b>\u00a0is a strategic function charged with making sure every customer sees meaningful, ongoing value from our software.<\/p>\n<p>As a Customer Success Executive, you\u2019ll:<\/p>\n<ul>\n<li>Act as a trusted advisor to a portfolio of micro- and small-SME clients<\/li>\n<li>Guide new customers through onboarding and product adoption<\/li>\n<li>Spot early signs of disengagement and intervene with precision<\/li>\n<li>Help build and improve maturity journeys, feedback loops, and usage analytics<\/li>\n<li>Drive retention by showing\u2014not just telling\u2014customers how to get more from the platform<\/li>\n<\/ul>\n<p>You&#8217;ll work within a cross-functional team that includes Product, Sales, and Support, and report directly to the Chief Customer Officer or CRO Samurai responsible for customer outcomes.<\/p>\n<h4><b>Your Responsibilities<\/b><\/h4>\n<ul>\n<li><b>Onboarding &amp; Activation:<\/b>\u00a0Welcome new customers, set them up for success, and ensure early adoption milestones are met.<\/li>\n<li><b>Ongoing Success Management:<\/b>\u00a0Use tools and scorecards to monitor customer maturity and trigger proactive outreach.<\/li>\n<li><b>Retention Intervention:<\/b>\u00a0Identify churn signals, run customer interviews, and deliver playbook-driven interventions to retain accounts.<\/li>\n<li><b>Feature Adoption:<\/b>\u00a0Educate customers on new and underused capabilities, with a focus on high-value usage.<\/li>\n<li><b>Feedback &amp; Insights:<\/b> Collect customer feedback, summaries trends, and collaborate with Product to drive roadmap improvements.<\/li>\n<li><b>Content Contribution:<\/b>\u00a0Keep our knowledge base and customer education materials relevant and easy to use.<\/li>\n<li><b>Account Relationships:<\/b>\u00a0Serve as a friendly, knowledgeable point of contact for day-to-day queries and escalations.<\/li>\n<\/ul>\n<h4><b>What Success Looks Like<\/b><\/h4>\n<ul>\n<li>Reduced churn and increased product usage across assigned customers<\/li>\n<li>Customers progressing along their defined maturity journeys<\/li>\n<li>Clear, high-quality feedback cycles with Product and Marketing<\/li>\n<li>Accurate documentation and timely updates to the knowledge base<\/li>\n<li>Customer references and testimonials as a result of your engagement<\/li>\n<\/ul>\n<h4>What We\u2019re Looking For<\/h4>\n<ul>\n<li>Experience: 2+ years in customer success, account management or SaaS support. Bonus points for experience with SMEs or accounting software.<\/li>\n<li>Mindset: Proactive, curious, and outcome-oriented. You anticipate problems before they happen and solve them with empathy.<\/li>\n<li>Communication: Excellent written and spoken English. Clear, concise, and calm\u2014even when customers aren\u2019t.<\/li>\n<li>Tools: Familiarity with tools like HubSpot, Intercom, or Salesforce. Comfortable using reporting dashboards or analytics tools to guide decisions.<\/li>\n<li>Bonus: Accounting knowledge, prior work with small Irish businesses, or background in a SaaS startup or scale-up.<\/li>\n<\/ul>\n<h4>Why Join Us?<\/h4>\n<ul>\n<li>Impact: Help shape the future of customer success at a company that\u2019s transforming under new leadership.<\/li>\n<li>Autonomy: You\u2019ll have ownership and trust to shape your accounts and contribute ideas.<\/li>\n<li>Growth: Learn from Ishikawa Technologies\u2019 best-in-class playbooks and leadership.<\/li>\n<li>Remote-first: Work where you thrive. We support remote working across Ireland.<\/li>\n<\/ul>\n<h4>Benefits:<\/h4>\n<ol>\n<li>Competitive salary<\/li>\n<li>Health insurance<\/li>\n<li>Pension<\/li>\n<li>Training and development budget<\/li>\n<li>Regular team events and collaborative offsites<\/li>\n<\/ol>\n<h4>Our Hiring Process<\/h4>\n<p>We take hiring seriously\u2014and respectfully. Our goal is to assess skills fairly, offer clarity at every stage, and make sure great candidates don\u2019t slip through the net.<\/p>\n<h4>Here\u2019s how it works:<\/h4>\n<ol>\n<li><strong>Cognitive Aptitude Test (CAT)<\/strong><br \/>\nAll applicants begin with a short online assessment that measures structured thinking and problem-solving. This helps us identify strong potential from the outset, regardless of background or prior roles.<\/li>\n<li><strong>Functional Task<\/strong><br \/>\nCandidates who pass the CAT are invited to complete a short practical task, designed to reflect the kind of work you\u2019d do in the role. This helps us understand how you approach real-life scenarios\u2014clearly, empathetically, and effectively.<\/li>\n<li><strong>Scored Review &amp; Feedback<\/strong><br \/>\nEvery submitted task is reviewed and scored using a standard rubric. We provide feedback to every candidate, whether or not they progress\u2014because your time deserves respect.<\/li>\n<li><strong>Interview<\/strong><br \/>\nCandidates who pass the functional test are invited to a structured interview with members of the Customer Success team and wider business. This is a two-way conversation\u2014we want to learn about you, and we\u2019ll make sure you leave knowing what we stand for.<\/li>\n<\/ol>\n<p>We aim to complete the full process within 2\u20133 weeks, and we\u2019ll keep you updated at every step.<\/p>\n<p><strong>Job Type:<\/strong> Full-time<br \/>\n<strong>Pay:<\/strong> \u20ac40,000.00 per year<\/p>\n<hr \/>\n<h3><strong><br \/>\nBenefits:<\/strong><\/h3>\n<ul>\n<li>Bike to work scheme<\/li>\n<li>Company events<\/li>\n<li>Company pension<\/li>\n<li>Sick pay<\/li>\n<li>Work from home<\/li>\n<\/ul>\n<p><strong>Schedule:<\/strong> Monday to Friday, Work Location: Remote<\/p>\n","protected":false},"author":19,"featured_media":32762,"template":"","meta":{"inline_featured_image":false,"_promoted":"","_job_location":"Dublin, Ireland","_application":"clockhart@bigredbook.com","_company_name":"Big Red Cloud","_company_website":"http:\/\/www.bigredcloud.com","_company_tagline":"Big Red Cloud is one of Ireland\u2019s most established providers of accounting and payroll software for small businesses. 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Are now Hiring.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/bigredcloud.com\/?post_type=job_listing&p=32757\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success Executive\" \/>\n<meta property=\"og:description\" content=\"Big Red Cloud is one of Ireland\u2019s most established providers of accounting and payroll software for small businesses. 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