Customer Success Manager, Teamwork
$110-125k
+ Employee Share Options
3 days a week in office
Project and resource management software
Be an early applicant
Project and resource management software
501-1000 employees
Be an early applicant
$110-125k
+ Employee Share Options
3 days a week in office
501-1000 employees
Company mission
To make teams that deliver client work efficient, organised, profitable, and happy.
Role
Who you are
- This role is ideal for a commercially confident CSM who is ready to own a book of business, lead their own renewals, and take full accountability for retention outcomes within a scaling Customer Success organisation
- We expect you to be comfortable using AI in your daily workflow and to apply your own judgement to everything it produces. The people who do best on this team tend to go a step further and build their own tools/agents and workflows
- 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise tier preferred)
- Agency / Professional Services Knowledge: You understand how billable hours, project margins, and utilization rates work. Speaking the language of agency operations is a massive advantage
- Consultative Communication: Exceptional ability to build trust quickly, navigate complex account politics, and lead value-driven presentations
- Data-Literal: Comfortable diving into customer health metrics, CRM tools (HubSpot/Salesforce), and CS platforms to build data-backed retention strategies
- The Underdog Mindset: You are a proactive doer who thrives in a fast-paced environment where you can take action and directly impact company growth
What the job involves
- As a Customer Success Manager, you will own a named book of professional-services customers and act as their primary point of contact throughout their lifecycle with Teamwork.com
- You are accountable for adoption, value realisation, renewals, and expansion identification, and your performance is measured against Gross Dollar Retention (GDR) and Net Dollar Retention (NDR)
- You also own the renewal commercially, leading the conversation, negotiating terms, and carrying the number
- Your customers are professional-services businesses whose profitability depends on billable hours, utilisation, and project margin
- Your role is to make sure Teamwork.com is helping them deliver client work more efficiently and more profitably
- Features are the vehicle, not the destination
- Our north star is the value customers realise through better business outcomes, and your job is to make that value clear and tangible well before they reach a renewal
- This is a proactive, relationship-led role
- You run onboarding from start to finish, working alongside Professional Services on data migration and technical setup, and then carry the relationship through adoption and renewal
- You work closely with Support, Sales, and Product to give customers a consistent experience and to flag risks and opportunities early
- You keep a clear view of upcoming renewals, customer health, and the value delivered
- You own renewal preparedness and risk identification, and you work with Sales to progress the expansion signals you spot
- AI is part of how this team works every day. We use it to take the manual effort out of account management, which frees up time for the customer conversations that drive retention
- Portfolio Ownership: Proactively manage a dedicated book of Mid-Market accounts, driving deep product adoption, health, and retention across the entire customer lifecycle
- Executive Business Reviews (EBRs): Move past the tactical features. You will lead regular strategic reviews with agency leadership to demonstrate ROI, visualize utilization data, and align Teamwork.com with their bottom-line profitability goals
- Expansion & Commercial Health: Partner closely with Account Executives and Renewals managers to spot growth signals, mitigate churn risks early, and unlock expansion revenue within your patch
- Workflow Architecture: Act as an expert on agency operations. You'll map their specific business processes to Teamwork.com's advanced capabilities (resource management, budgeting, and time tracking)
- Voice of the Customer: Code and document client feedback, feature requests, and operational friction points to advocate for your portfolio directly with our Product and Engineering teams
- Playbook Innovation: Help build the scale-up machine. You will contribute to internal customer success playbooks, health-scoring models, and retention strategies to optimize our team's performance
- Customer Adoption & Outcomes: Customers can clearly state the business outcome they bought Teamwork.com to achieve, and they know whether they are getting it. You help customers reach those outcomes by adopting the features and workflows that get them there. Customers reach value in good time, and that value is backed by evidence rather than assumed
- Renewal Readiness & Retention: You keep clear visibility of renewal dates, health, risks, and next steps across your portfolio. You surface churn risk early and work through it with a structured save plan, rather than defaulting to feature pitches or discounts. You lead the renewal commercially, with stakeholders mapped, ROI demonstrated, and terms negotiated. Customers come into a renewal aligned and without surprises, and you deliver directly against the GDR target for your book
- Expansion Identification: You identify expansion through increased usage, additional teams, or broader product adoption. You surface qualified expansion signals to Sales and support them through to close. You contribute to NDR through value-led expansion
- Account Ownership & Communication: You run effective customer cadence, onboarding follow-ups, and adoption reviews. You set clear expectations, communicate progress, and follow through on what you commit to
- Operational Excellence: Customer notes, health signals, renewal context, and next steps are accurate and up to date in our systems, including renewal forecast fields. You use product usage data and customer feedback to decide where to spend your time. You apply the team's playbooks and help improve them where you see a better way
Our take
The adoption of project and team management software has seen a consistent upward trend over the years. In recent years, it has become an indispensable tool for organisations of all sizes and industries. With the sustained prevalence of remote and hybrid work models and widespread digital transformation initiatives, the project management software market is not only hot but also experiencing rapid growth.
Teamwork has been riding this wave of growth, having expanded and refined its platform since as far back as 2007, achieving profitable growth right from the outset. This makes its 2021 funding round even more significant, supporting the company in consolidating and expanding its already prominent global position.
Although the dominant market is in the US, Teamwork has a robust presence in its home turf or Europe. Furthermore, it has successfully cultivated an international footprint with over 20,000 clients, including global entities such as Disney, PayPal, and HP. While entering the competitive US market pits the company against industry giants like Asana and Trello, Teamwork's solid European foundation and substantial funding position it well for the challenge.
Steph
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (1 round)
Jul 2021
$70m
GROWTH EQUITY VC
Total funding: $70m
Company benefits
- Welcome package complete with Teamwork.com swag
- Employee share programme
- Health care (dental for U.S. employees)
- Teamwork.com buddy to show you the ropes on your first week
- Top class equipment and choice of hardware
- Flexible working hours
- Catered lunches
- Unlimited snacks and drinks
- Yearly grand council event in Ireland
- Teamwork.com legend awards
- Hackathon
- Weekly trivia
- Up to 30 days annual leave
- Paid gym membership
- Health care
- Pension
- Life assurance and income continuance protection
- Employee assistance programme
- Bike to work scheme
- €1400 annual conference budget
- Any books you need
- Unlimited LinkedIn Learning courses
- Career development programme
- Up to 26 weeks paid maternity leave
- PTO for Antenatal classes
- 2 weeks paid paternity leave
- 24 weeks adoption leave
- Half day on your child's first day of school
Company HQ
Blackpool, Cork, Ireland
Leadership
Daniel Mackey
(Co-Founder & CEO)Previously an App Developer and Director at Digital Crew, where they were also the owner.
Salary benchmarks
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