Customer Success Manager
About The Position
DoneDeal.ie is Ireland's largest online car marketplace, with more than 2.2 million monthly users across its website and apps and 90% of Irish car dealerships advertising on the platform. The Customer Success Manager joins the Dealer Success team and manages relationships with a portfolio of high-value motor dealers, helping them realize value from their DoneDeal subscriptions and product suite so they remain customers and grow their business with the platform. The role combines proactive, relationship-led account management with serving as a primary contact for dealer queries and technical issues. The Customer Success Manager works alongside Account Managers, Sales, Product and Engineering, and contributes to retention, growth, dealer feedback, product improvements and Dealer Success processes. The position is hybrid, splitting time between home and the Dublin city centre office.
Requirements
- At least 3 years' experience in a customer-facing role, ideally in customer success or account management, with a record of building lasting client relationships.
- Experience managing a portfolio of high-value B2B accounts and serving as the point of contact for each account.
- Confidence using Salesforce and Intercom/Fin or similar platforms.
- Comfort having open, commercial conversations with dealers, including conversations about value and price.
- Ability to spot patterns in customer behaviour and use them to prioritize work.
- Collaborative approach, initiative and follow-through.
- Strong organization and responsiveness while managing multiple concurrent tasks.
- Ability to give and act on feedback, and simplify things for customers and colleagues.
Responsibilities
- Build and support long-term relationships with a portfolio of motor dealer accounts, serving as a trusted partner to decision makers.
- Conduct proactive account reviews and calls to understand dealer goals and help them get more value from DoneDeal products.
- Identify high-risk and high-value accounts, act on NPS feedback, protect retention and uncover growth opportunities.
- Partner with Account Managers to drive retention, loyalty, upsell and repeat business.
- Onboard dealers and demonstrate features so they can use their products confidently.
- Handle dealer queries by phone, chat and email, and troubleshoot technical issues such as feeds and dealer websites.
- Log genuine bugs and product issues and follow them through on behalf of dealers.
- Share honest dealer feedback with Sales, Product and Engineering to help shape product development.
- Keep Salesforce and dealer data accurate and up to date.
- Lead process improvements and contribute to Dealer Success OKRs.
- Champion Dealerhub as a best-in-class stock uploader, helping dealers list faster and keep stock accurate.
Benefits
- 22 days of annual leave, plus 3 company days over Christmas.
- Four Fridays off every August as Thank You Days.
- One additional day of annual leave for each of the first four anniversaries, up to 26 days.
- Fully paid Irish Life Healthcare.
- Regular health and wellbeing talks, events and activities.
- Employer contribution of 5% to the pension scheme.
- Hybrid work between home and the Dublin city centre office.
- TaxSaver Commuter Scheme.
- Bike to Work Scheme.
- Personal development plan to support career growth.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
