Customer Success Account Manager

Customer Success Account Manager Location: Cavan, Co. Cavan Salary: €32,000 Job Type: Full-time Schedule: Monday – Friday (9am – 5:30pm)

About ClubSpot ClubSpot is a dynamic Software as a Service (SaaS) company that operates at the exciting intersection of sports and technology, specialising in cutting-edge solutions for club management and organisation. Our platform serves as a centralised hub for communication, event management, and member engagement, empowering clubs and communities. We are passionate about creating user-friendly experiences that revolutionise the way clubs operate and connect with their members.

Job Overview We are seeking an enthusiastic Customer Success Account Manager to join our growing team at ClubSpot. In this role, you will own a portfolio of club accounts and act as their long-term partner - building relationships, driving adoption of the platform, and making sure every club gets full value from ClubSpot year after year. This is a relationship-led role suited to someone who enjoys direct customer contact, takes ownership of outcomes, and gets satisfaction from solving problems properly rather than just closing tickets. It's ideal for recent graduates or individuals with some industry experience who want to make a real impact in a fast-paced, innovative environment.

Key Responsibilities Account Ownership and Retention

Own and manage a defined book of club accounts, acting as their primary point of contact at ClubSpot.

Build strong working relationships with club committees, officers, and administrators.

Monitor account health, identify at-risk clubs early, and take proactive steps to resolve issues before they escalate.

Manage the annual renewal cycle for your accounts, including renewal conversations, contract discussions, and value reviews.

Identify opportunities for clubs to their use of the platform and additional ClubSpot features.

Customer and Technical Support

Master our club management software to effectively address both technical issues and customer inquiries.

Provide top-tier support through phone, email, and live chat, including real-time assistance and educational webinars.

Escalate and track product issues on behalf of your clubs, keeping them informed until resolution.

Training and Enablement

Design and deliver personalised training sessions to existing clubs, both virtually and in-person, to drive ongoing adoption and platform utility.

Run refresher sessions for clubs experiencing committee turnover or seasonal changes in personnel.

Serve as the go-to resource for all ongoing support and enablement needs across your accounts.

Knowledge Management

Create and maintain an extensive internal and external knowledge base, crafting clear FAQs and support documents that promote self-service among users.

Continuously gather user feedback and route it into our product feedback process to guide and inform enhancements to our products and services.

Administrative and Process Improvement

Maintain accurate account records, activity logs, and renewal data within our CRM.

Undertake general office administrative duties to support daily operations and team coordination.

Proactively identify opportunities for process optimisation to enhance team efficiency and effectiveness.

Required Skills and Experience

Prior experience in customer service, customer success, or account management.

Exceptional communication abilities, capable of engaging effectively with diverse stakeholders.

Confidence in owning customer relationships and holding commercial conversations, including renewals.

A proactive approach to problem-solving, focused on delivering excellent service.

Technologically adept, with a proven ability to swiftly learn new software and simplify complex technical information for non-technical users.

Flexible in working hours, including on-call weekend support when necessary.

Able to operate both independently and as part of a team, with efficient task prioritisation.

On-site role.

Desirable Skills, Experience and Competencies

A keen interest in or knowledge of amateur sports club management, particularly GAA and other Irish sporting organisations.

Bachelor's degree in Business, Communications, IT, Sports Management, or a related field.

Prior experience in customer support or success, particularly within a SaaS or tech startup environment.

Experience managing a book of accounts, retention targets, or renewal pipelines.

A passion for enhancing customer experiences through innovative software solutions.

Experience with software tools such as HubSpot and Intercom is highly advantageous.

What We Offer

A creative and dynamic work environment.

Opportunities for professional growth and development.

Competitive salary and benefits package.

22 days annual leave per year.

Company events.

On-site parking.

Sick pay.

Application Process Interested candidates should submit a CV and a cover letter outlining their qualifications and why they are a good fit for the role and ClubSpot. Join ClubSpot today and play a pivotal role in transforming club management through technology, delivering unmatched service and support to sports communities worldwide.

Pay: €32,000.00 per year

Ability to commute/relocate:

Cavan, County Cavan: reliably commute or plan to relocate before starting work (required)

Work Location: In person