Customer Success Team Leader

Department: Customer Success

Employment Type: Full Time

Location: Duleek

Description

Who are we?  At Bright, we've engineered cutting-edge software for accounting, payroll, tax, practice and workforce management. We've assembled a team of top talent and stand ready to lead the industry with our superior software solutions and unparalleled customer support. We're brilliant people creating brilliant software! Join us in our mission to create brilliant software that empowers businesses to reach new heights.   The Opportunity  

As Customer Success Team Leader, you will lead the Customer Success team to ensure our customers' success on the TimeKeeper platform, while also working closely with the Engineering team to deliver the best possible product.  
Your role will require you to become fully immersed in all aspects of TimeKeeper, and you will be responsible for managing the processes and systems within the Customer Success department. You will have significant input into the company’s direction and will be a key stakeholder in our strategy and growth. 

Key Responsibilities

We are seeking a dynamic and experienced Customer Success Team Leader to spearhead our growing Customer Success team. Your role will focus on ensuring successful integration between BrightPay and TimeKeeper, while also building and scaling our internal initiatives and processes. This pivotal position combines strategic leadership with hands-on execution in a fast-growing organisation. 

Key Responsibilities 


Integration Leadership 

• Lead the successful launch and implementation of the BrightPay and TimeKeeper integration to achieve internal targets  
• Develop and execute integration strategies, that ensure seamless customer experience 
• Collaborate with technical and support teams across Bright to resolve integration challenges and maximise adoption 
• Create customer communication plans and training materials for the new integrated platform 

Team Management & Development 

• Manage and mentor two Customer Success Managers, providing guidance and professional development 
• Establish clear performance metrics and KPIs for the Customer Success team 
• Conduct regular one-on-one meetings and team performance reviews 
• Foster a collaborative and results-driven team culture 

  Department Scaling  

• Develop and implement strategies to scale the Customer Success department 
• Create standardised processes, workflows, and best practices for Customer Success operations 
• Build Customer Success playbooks and training programs for new team members 
• Identify resource needs and make recommendations for team expansion 

Customer Success Operations 

• Oversee customer onboarding, adoption, and retention strategies 
• Embrace an ‘AI forward’ approach to explore how artificial intelligence can support the operations and objectives of the Customer Success department. 
• Monitor customer health scores and proactively address at-risk accounts 
• Develop and maintain Customer Success metrics and reporting dashboards 
• Handle escalated customer issues and ensure swift resolution 

Cross-Functional Collaboration 

• Support business development efforts by providing customer insights and success stories 
• Assist with customer support activities during peak periods or complex issues 
• Collaborate with sales, product, and marketing teams to improve customer experience 
• Participate in customer calls, webinars and meetings to demonstrate product value 
• Provide regular updates to General Manager at TimeKeeper & Bright Customer Success 

 

Skills, Knowledge and Expertise

The Person 

This role would suit a highly motivated individual who enjoys working as part of a team in a fast-paced environment with strong customer focus. The ideal candidate will have:  

• Ideally 4+ years' experience working in Customer Success 
• Excellent interpersonal skills with the ability to build strong working 

       relationships 

• Excellent communication skills, both written and verbal 
• Highly computer literate including being comfortable with Office 365 
• An eye for detail, accuracy, and consistency 
• Good organisational skills with the ability to manage conflicting priorities 
• Initiative and ‘can do’ attitude; embracing opportunities to suggest new 

       ways of improving processe