Senior Customer Success and Onboarding Manager

Distilled • Ireland, WV

3d • Remote

About The Position

Eskimo Software, part of the Distilled group, is Ireland's market-leading provider of lead management and CRM software for the automotive sector. Our platform assists dealerships in Ireland and Northern Ireland with sales pipeline management, customer engagement, and revenue growth. We are seeking a motivated Senior Customer Success and Onboarding Manager to join our expanding team. This crucial customer-facing role is central to our client success operations. Reporting to the Head of Sales (Ireland), you will be responsible for onboarding new dealership clients, providing hands-on product training, and managing ongoing account relationships to ensure client satisfaction and retention. This role is vital as you will be the initial point of contact for many users, significantly impacting client success and loyalty.

Requirements

• Minimum 3 years' experience in a similar customer success, account management or training role
• Excellent interpersonal and communication skills — you are confident presenting to groups and building rapport with people at all levels
• Strong organisational skills with the ability to manage multiple accounts and priorities simultaneously
• Self-motivated and comfortable working independently in a remote-first environment
• A genuine passion for delivering great client experiences
• A full, clean driving licence — nationwide travel is a core requirement of this role

Nice To Haves

• Experience working within or alongside the automotive sector
• Familiarity with CRM or SaaS platforms, either as a user or in a training/support capacity
• Experience creating digital training content or e-learning materials

Responsibilities

• Travel to new dealership clients across Ireland and Northern Ireland to deliver onsite, in-person system training
• Train all relevant stakeholders at each dealership on how to effectively use our CRM platform, tailoring delivery to suit varying levels of technical ability
• Ensure every new client feels confident and equipped to get the most out of our software from day one
• Manage a portfolio of dealership accounts, building strong and trusted relationships with key contacts
• Conduct regular check-ins to monitor satisfaction, identify & proactively address concerns and escalate technical or product issues where appropriate
• Identify accounts at risk of churn and implement retention strategies in collaboration with the Head of Sales
• Develop and maintain high-quality training materials including user guides, how-to documents, video walkthroughs, and FAQs
• Continuously review and update training content to reflect product updates and evolving client needs
• Contribute to the improvement of onboarding processes based on feedback gathered from clients

Benefits

• Remote-first working with access to a Dublin city centre office when needed
• Mileage reimbursement for all business travel
• The opportunity to join the market leader in a growing and dynamic sector
• A collaborative, supportive team culture where your contribution is genuinely valued
• Real scope to grow and develop within the business as we scale

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed