Who we are
At Origina, we are on a mission to change the software world!

We are the leading global provider of third-party IBM™ software support and maintenance that Gartner™ consistently recognises as a forward-thinking alternative to traditional software mega-vendors. As a strategic partner, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

At Origina, our values of Trust, Fairness, Relationships, and Opportunities are the pillars for our competitive strength and the foundation for the culture we strive for. These principles reflect our beliefs about what’s most important and guide us on our exciting and unwavering high-growth journey!

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement, both in U.S and Europe. As strategic partners, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

At Origina, we are proud of our unique and engaging culture! For 2 years running, we have been certified & recognised by Great Place to Work as one of Ireland's best small workplaces and best workplaces in tech!

Visit origina.com to learn more.

The Role
We have an exciting opportunity for a Customer Success Manager to join our Dublin team, responsible for managing a portfolio of key customer accounts globally. In this role, you will be the internal advocate for the customer, ensuring all departments align to deliver an exceptional customer experience. You’ll collaborate closely with the relevant Territory Manager on account planning, growth strategies, and driving customer satisfaction. This role is focused on our globally based customers, requiring close collaboration with the Rest of World team to ensure a consistent approach to Customer Success Management for Origina customers. We seek a driven, commercially savvy professional with a passion for customer experience and service enhancement.

• Leverage your commercial acumen to build strong, value-driven relationships that enable Origina to deliver maximum value to customers
  
• Strengthen customer confidence by clearly articulating and demonstrating the unique value of Origina's Service Proposition
• Lead customer retention activities, ensuring alignment with customer needs, and manage the renewal process with a focus on maximising value for both the customer and Origina.
• Drive proactive engagement between the Customers Service teams and the Origina products experts
• Position Origina as a trusted partner by assisting customers plan and understand the best ways to utilise their software or products based on the customer’s business needs
  
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Conduct Customer Satisfaction Reviews with customers on a monthly/quarterly basis to gauge customers’ levels of engagement and provide feedback regarding service improvements
• Lead customer retention activities to ensure we are aligned appropriately as well as responsible for processing renewals for your subset of customers
• Respond to potential customer projects as they arise within your accounts and support the Origina team in managing these projects
  
• Serve as an escalation point for high-priority incidents, ensuring swift and effective resolution
• Implement and manage SIPs (Service Improvement Plans) where necessary, always with commercial mindset
• Oversee the onboarding of new customers within your region, ensuring a smooth and value-driven transition

About you

• 3+ years’ experience in a Customer Success/ Account Management Role
• Demonstrated understanding of Customer Success Management and Retention practices.
• Excellent interpersonal skills required particularly the ability to gain alignment and cooperation with colleagues to manage a subset of customers.
• Experience working in a highly collaborative environment and promoting a teamwork mentality.
• Calm and level-headed with the ability to predict challenges and proactively resolve obstacles before they arise within your subset of customers.
• Ability to work in a way that aligns with our values of Trust, Fairness, Relationships, and Opportunity

What we offer

• Competitive compensation that rewards achievement
• Hybrid, flexible working model
• High-level Health, Dental, and Vision insurance
• Life insurance & Income Protection
• 23 days Annual Leave plus 2 company days
• Generous Maternity & Paternity leave policies
• 6% Pension match
• €200 annual wellness benefit
• €1,000 professional development benefit
• Employee Assistance Programme
• Fun and inclusive environment with regular events organised by Engagement, and Diversity Committees

Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you! At Origina, the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organisation planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina’s use of your personal information.