Customer Success Manager, EMEA
About Solidroad
At Solidroad, we’re tackling a big, thorny challenge: how do you scale customer support without losing what makes human interactions great? Well, we believe we are at the forefront of using AI in pursuit of answering this question. It’s uncertain, it’s messy, and it’s a new area for discovery, and the kind of problem that doesn’t have a playbook (yet!).
About the Role
We’re hiring a Customer Success Manager to be based in our Dublin HQ (Stephen’s Green). This person won’t just “manage accounts,” but will ultimately build what customer success should look like from the ground up for a rapidly growing, early-stage startup for all of our European customers.
You’ll work closely with our customers to help them get real, lasting value from the product. That means onboarding, regular check-ins, problem-solving, renewals, customer health… but also shaping the systems and structure that let us scale. You’ll collaborate directly with the founders and the Head of Customer Success, get well acquainted with the sales and product teams, and make a real impact on what we build and how we grow every day.
Some days you’ll be deep in onboarding or catching a potential churn risk. Other days you’ll be reworking our success playbooks for customers or flagging customer insights that make the product better. It’s a role for someone who likes building, solving, and working directly with good people. More than that, this role is for someone who truly cares about our customers, and is deeply invested in creating the best solution possible for them.
What you'll actually do day-to-day
• Own the post-sale relationship - onboarding, adoption, and retention.
• Help and support our customers every day to get real value from Solidroad.
• Run training sessions, check-ins, and Office Hours, and actually make them useful.
• Spot churn risks early, and work proactively to fix them.
• Create and deploy enablement and training materials/solutions for our customers, such as help docs, templates, videos, systems, and internal tools to make your job more scalable.
• Bring product feedback back from the frontlines to the product team and push for what customers need.
• Collaborate with sales on upsell paths and expansion opportunities.
• Keep things tidy and organised across our various management tools (clean data helps everyone move faster).
Our Team & Culture
We’re a small team, based full-time between our San Francisco and Dublin offices. We believe great work happens when smart people share the same space - solving problems together, having spontaneous ideas, challenging each other (and sometimes hitting the padel court, pub or sauna after work).
You’ll be joining experienced founders with a background in CX, and a focused, curious, high-ownership team. The pace is fast. The feedback is direct. The support is very real.
We hope you
3+ years in Customer Success, with a focus on both onboarding and retention.
Start-up DNA: previous experience in a startup (ideally Series A → C), and the attitude to match.
Project management skills + highly organized.
Exceptional Customer Manner - you should be able to provide great references from customers you’ve worked with.
Nice to haves:
Experience in CX companies and understanding of the landscape.
Experience with CS tooling like Hubspot, Pylon, and Intercom.
European language (French / German / Spanish) would be a plus.
The good, the bad, and the honest truth
The highs are real, you’ll own big, important relationships, shape a product customers love, and build something from scratch with a team that cares. The lows? The systems aren’t all built. You’ll wear a lot of hats. There will be late nights, early starts, and last-minute flights to save a customer. You’ll need to figure stuff out without being told how.
But if you’re looking for growth, autonomy, and a place where your work actually matters, this might be the one.
If this sounds like you, send us a note. Doesn’t need to be fancy, just tell us who you are, what you’ve done, and why you’re interested.