CaretCloud - Manager - Customer Success (2-5 yrs)

Role Title- Early Customer Success Person-Dublin based SaaS

We are looking for someone who will be customer-obsessed, someone who will become a product expert and a pro at getting things done cross-functionally.

What you will do?

1. Build the Onboarding Process from Scratch :

- Design, refine, and execute a seamless onboarding process for new clients that drives early success and adoption.

- Lead all onboarding efforts, including account setup, product training, and first steps in compliance workflows, tailoring each experience to the client's regulatory landscape.

- Create scalable onboarding resources (videos, guides, FAQ pages) that help users self-serve and reduce time to value.

2. Champion Customer Feedback :

- Gather and analyze client feedback, delivering insights to the Product team to help prioritize product improvements and new features.

- Be the voice of the customer in cross-functional meetings, ensuring that client needs and challenges are clearly understood and factored into product decisions.

3. Create Scalable Success Processes :

- Follow existing or established framework for ongoing support, training, and resources to ensure customers remain engaged and satisfied beyond the initial onboarding.

- Build a knowledge repository and customer success toolkit that will scale as the company grows, allowing RedOrange to serve more customers.

4. Ensure Renewal and Account Expansion Opportunities :

- Actively monitor renewal timelines, account health, and usage data to identify opportunities for upsells and expansion.

- Partner with Sales and Product to build strategic growth opportunities within accounts, helping clients discover new ways RedOrange can meet their compliance needs.

You could be the right fit if?

1. You have an experience of 2+ years in a customer success, account management, or similar role, Support, Sales ideally within a SaaS.

2. An excellent communicator with a flair for building rapport.

3. Highly organized with a customer-first mindset.

4. A team player who thrives in a fast-paced environment.