Customer Success Manager

What’s the Opportunity

DoneDeal.ie is Ireland's largest online car marketplace, with over 2.2 million monthly users across our website and apps and 90% of all car dealerships in Ireland advertising on our platform. We’re driven by the opportunity to enhance the buying and selling experience so if you’re excited to do impactful work that reaches hundreds of thousands of people daily, this could be the perfect role for you.

We're looking for a Customer Success Manager to join the Dealer Success team at DoneDeal. You'll look after relationships with a portfolio of high value motor dealers, making sure they get real value from their DoneDeal subscription and our full suite of products, and that they stay and grow with us.

You'll work alongside Account Managers, Sales, Product and Engineering, so being organised, responsive and proactive matters. You'll combine proactive, relationship-led account management with being a go-to person for dealer queries and technical issues.

How you’ll Create with Impact

- Supporting long-term relationships with a portfolio of motor dealer accounts, becoming a trusted partner for decision makers of those locations
- Conducting proactive account reviews and calls to understand each dealer's goals and show them how to get more from their DoneDeal products
- Spotting high-risk and high-value accounts early, and acting on NPS feedback to protect retention and uncover growth
- Partnering with Account Managers to drive retention, loyalty, upsell and repeat business
- Onboarding dealers and demo features so they use their products with confidence
- Handling queries by phone, chat and email, and troubleshooting technical issues such as feeds and dealer websites
- Logging genuine bugs and product issues and follow them through for your dealers
- Bringing honest dealer feedback to Sales, Product and Engineering to shape what we build
- Keeping Salesforce and dealer data accurate and up to date
- Leading process improvements and contribute to Dealer Success OKRs
- Champion Dealerhub as the best-in-class stock uploader, helping dealers list faster and keep their stock accurate

Requirements

What you’ll need to Play your Part

- 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 being a point of contact for each one
- Confident using tools such as Salesforce and Intercom/Fin, or similar platforms
- You're comfortable having open, commercial conversations with dealers, including about value and price
- You spot patterns in customer behaviour and use them to decide where to focus
- You're a collaborative teammate who also takes initiative and follows through
- You stay organised and responsive when many things are happening at once
- You give and act on feedback, and you make things simpler for customers and colleagues

How we help you Thrive Here

We want you to do your best work and we’ll support you to do just that with:

- Generous paid leave: Start with 22 days' annual leave, plus 3 company days over Christmas. Every August we take four Fridays off as "Thank You Days", our way of saying thanks for your hard work. Stay with us and you'll earn an extra day's leave on each of your first four anniversaries, up to 26 days.
- Looking after you: Your Irish Life Healthcare is fully paid for, and we run regular health and wellbeing talks, events and activities all year.
- Investing in your future: We contribute 5% to your pension through our contributory scheme, so you can plan with confidence.
- Work where it works for you: Split your time between home and our Dublin city centre office, a short walk from St Stephen's Green and St Patrick's Cathedral.
- Get around your way: Save on your commute with the TaxSaver Commuter Scheme, or hop on a bike with the Bike to Work Scheme.
- Grow with us: Learning never stops here. Everyone has a personal development plan to support their career growth.

Our Values & Shared Behaviours

We have five core values: We have a growth mindset. We like to simplify things and make things happen. We collaborate across teams, business units and brands. We’re passionate about what we do.

These values give us a framework for leadership and daily decision making. They’re brought to life by our shared behaviours, which define how we show up for our colleagues, our users and our customers:

- Create with Impact: we focus on work that makes a real difference.
- Play your Part: we own our contribution and support each other.
- Thrive Here: we build an environment where everyone can grow and do their best work.

We are a diverse bunch of people here in Distilled, and we want to continue to attract and retain a diverse range of people into our Company. We do not discriminate based on gender, marital status, family status, sexual orientation, religion, age, disability, race and membership of the Traveller community.