Overview As Customer Success Manager, you will lead our growing customer support team. In this role, you will demonstrate excellent technical product knowledge, leading the response to customer enquiries and technical challenges globally. You will support a global technical sales team from our Belfast HQ to contribute to successful product installations and ongoing product quality. You will manage customer engagement through our CRM (Salesforce) and Analytix platforms, ensuring exceptional service and satisfaction. Collaborating closely with engineering, product, operations, and sales teams, you will drive a customer-first approach, fostering strong relationships and delivering seamless support. Your leadership will be instrumental in building a high-performing team, enhancing customer experience, and ensuring long-term client success. The Role Develop and execute a comprehensivecustomer success strategyaligned with business goals. Lead, mentor, and support a successfulcustomer success team. Lead global customer technical issue response and support the global technical sales team. Own thecustomer journey, ensuring seamless implementation, training, and ongoing support. Establish and trackkey performance indicators (KPIs)such as customer satisfaction (CSAT). Drivecustomer engagement and product adoption,ensuring customers maximise the value of our condition monitoring solutions to support high service licence retention. Collaborate cross-functionally with sales, product, and engineering teamsto align on customer needs and influence product roadmap. Develop and implementcustomer success systems and procedures andbest practices. Gathercustomer feedback and insights,translating them into actionable recommendations for continuous product and service improvement. Oversee the development ofcustomer support and awareness tools, training materials, and knowledge base content. Stay ahead of industry trends and best practices incustomer success and condition monitoring technologies. What You Will Need Experience in managing a customer success function, with a minimum of 5+ years experience in a management (people or technical) role. A relevant degree or equivalent education in an Engineering, IT or Customer Success discipline, or another related field. Experience working with technical products designing, troubleshooting, supporting, installing, or otherwise. Proven track record of driving customer success strategies and fostering long-term customer relationships. Strong leadership and people management skills with a passion for coaching and developing teams. Excellent communication and relationship-building skills, with the ability to engage with technical and non-technical stakeholders. Competent with IT systems and software platforms (e.g. Salesforce, Jira) demonstrating a data-driven mindset. Strong problem-solving skills and a proactive approach to addressing customer challenges. Desirable Criteria Experience in condition monitoring, predictive maintenance, industrial IoT, networking, software, or similar technology-driven industries. Self-motivated and eager to learn with a passion for technology and innovation. Experience using, developing, or managing Salesforce or other similar CRM. Experience installing or maintaining or servicing products in a customer environment. Strong time management and organisational skills, with the ability to meet deadlines, work independently, and perform well under pressure while maintaining high-quality standards. Benefits Flexible working hours Hybrid working Private health insurance Enhanced family leave Life cover Service Recognition Training and development support ERG activities Employee cycle scheme and discounts Free parking