The Role

The Customer Success Manager owns the overall health, growth, and commercial success of assigned customer accounts. Acting as a trusted advisor, the role ensures alignment between customer business strategies and Datalex solutions to deliver agreed outcomes and long-term value. With full accountability for commercial engagement, the Customer Success Manager leads cross-functional collaboration, drives customer satisfaction and retention, and supports sustainable revenue growth.

The Customer Success Manager is responsible for managing and leading the end-to-end Customer Success engagement with assigned customers. The role owns the overall health of the customer relationship, ensuring alignment between the customer’s business strategy and the Datalex solution to deliver agreed outcomes and long-term value.
Serve as a trusted advisor to customers and internal stakeholders, providing thought leadership and ensuring cross-functional alignment and engagement across the Datalex organization.
You will need to analyse, articulate and communicate the customer’s longer-term strategy within Datalex and how we will achieve strategic goals for the client, while simultaneously creating passion, ownership & accountability within the team for the customer’s success.
The Customer Success Manager is exclusively responsible and accountable for all commercial engagement with the customer, including all commercial discussions, and any project related information that could or may have a commercial impact to the customer.
The Customer Success Manager is responsible for developing, maintaining, and executing the customer account plan to monitor overall account health and to document key projects, initiatives, and growth opportunities.

Key Responsibilities:

Profitability:

Provides strategic oversight of all current and future revenue drivers, delivering results in accordance with approved budgets and revenue plans.
Leads end-to-end commercial proposals, from initial scoping and planning through to delivery and execution.

Positions and sells new capabilities to drive additional and incremental revenues, focusing on existing product capabilities.
Holds accountability for ensuring customer transactional volumes are delivered to plan, with performance measured monthly against agreed targets.
Leads all customer commercial negotiations, balancing commercial objectives with long-term customer value.
Ensures business cases meet agreed margin against all KPIs.
Prepares customer budget annually while tracking/reporting on the budget monthly. Accountable for agreed set of KPIs.
Management of ensuring payment of invoices in a timely manner.

Customer Success:

Acts as a trusted advisor, maintaining deep insight into customers’ long-term strategies and positioning Datalex as a key partner in achieving them.
Chairs customer and executive meetings, driving alignment, accountability, and agreed outcomes.
Create and manage a Customer Account Plan to ensure optimum success with your assigned customers.
Delivers clear, insight-led reporting on customer performance and market position, combining public information with direct customer intelligence.
Champions the delivery of business value through Datalex, exceeding customer expectations and supporting strong customer satisfaction and renewal outcomes.
Measures and reports on the customer’s health. Ensures factors for success are identified and tracked with key stakeholders in the business.
Proactively identifies challenges and collaborates with internal teams to develop interim and long-term solutions, ensuring timely and effective communication to relevant stakeholders for action.
Collaborates with the executive sponsor to achieve maximum customer success.
Ensures full contractual compliance through a detailed understanding of customer agreements and obligations.
Customer Communications & Stakeholder Management Plan (counterparts etc).

Lead the Customer Team:

Provides strong and focused leadership of the customer team including developmental support when needed for all team members.
Represents the Customer Team and is the voice of the customer within Datalex.

Proven Competencies & Skills:

Demonstrated ability to lead with empathy, ensuring customers achieve their desired outcomes through their partnership with Datalex.

Strong experience in understanding customer strategies and business objectives, proactively gathering insights to identify needs and manage expectations.

Proven capability to present effectively and communicate with C-level executives and senior stakeholders.
Strong commercial acumen, with a deep understanding of value drivers in recurring revenue and business models.
Experience developing and executing successful Customer Account Plans to drive long-term value and retention.
Solid understanding of the airline industry, including its operational challenges and emerging opportunities.

Strong customer-first mindset, with a genuine passion for customer success and a proactive, can-do attitude
An enthusiastic and creative leadership style and the ability to inspire others in the team.
Mature and adaptable leadership approach, capable of navigating complex or challenging situations while fostering collaboration and shared ownership of success.
Proven track record of building credibility and influencing senior leaders, both internally and externally, including customers and strategic partners.
Demonstrated ability to influence outcomes through persuasion, negotiation, and consensus-building across diverse stakeholder groups.

About Datalex
Datalex's purpose is to transform airline retail. Datalex is a market leader in airline retail technology, offering unique products that enable airlines to drive revenue and profit as digital retailers. Datalex has a strong track record of delivering digital retail transformation for progressive airline brands worldwide, including Aer Lingus, easyJet, JetBlue Airways, Air China, Edelweiss, Air Transat, and Air Macau. The Group is headquartered in Dublin, Ireland, and maintains offices across Europe, the USA and China. In 2024, Datalex was awarded the 'Great Place to Work and 'Best Workplaces in Tech' certifications. Learn more at www.datalex.com or follow on LinkedIn @Datalex.

Note: This is a hybrid role.

Customer Success Manager (Dublin)

Job Description