Senior Customer Success and Onboarding Manager

Job description

Eskimo Software (eskimo-software.com) part of the Distilled group is Ireland's market-leading provider of lead management and CRM software to the automotive sector. Our platform helps dealerships across Ireland and Northern Ireland manage their sales pipelines, improve customer engagement, and drive revenue growth. As we continue to expand our client base, we are looking for a talented and driven Senior Customer Success and Onboarding Manager to join our growing team.

This is a key customer-facing position that sits at the heart of our client success operation. Reporting directly to the Head of Sales (Ireland), you will be responsible for onboarding new dealership clients, delivering hands-on product training and managing ongoing account relationships to ensure long-term satisfaction and retention.

This role carries real importance: for many of our users, this will be their very first experience of our platform. You will be the face of our company and the quality of that first impression has a direct impact on client success and loyalty.

What you will be doing

Client Onboarding & Training

• Travel to new dealership clients across Ireland and Northern Ireland to deliver onsite, in-person system training
• Train all relevant stakeholders at each dealership on how to effectively use our CRM platform, tailoring delivery to suit varying levels of technical ability
• Ensure every new client feels confident and equipped to get the most out of our software from day one



Account Management

• Manage a portfolio of dealership accounts, building strong and trusted relationships with key contacts
• As the primary point of contact for your clients, you will conduct regular check-ins to monitor satisfaction, identify & proactively address concerns and escalate technical or product issues where appropriate
• Identify accounts at risk of churn and implement retention strategies in collaboration with the Head of Sales

Training Materials & Knowledge Resources

• Develop and maintain high-quality training materials including user guides, how-to documents, video walkthroughs, and FAQs
• Continuously review and update training content to reflect product updates and evolving client needs
• Contribute to the improvement of onboarding processes based on feedback gathered from clients

Job requirements

Essential

• Minimum 3 years' experience in a similar customer success, account management or training role
• Excellent interpersonal and communication skills — you are confident presenting to groups and building rapport with people at all levels
• Strong organisational skills with the ability to manage multiple accounts and priorities simultaneously
• Self-motivated and comfortable working independently in a remote-first environment
• A genuine passion for delivering great client experiences
• A full, clean driving licence — nationwide travel is a core requirement of this role

Advantage if you have

• Experience working within or alongside the automotive sector
• Familiarity with CRM or SaaS platforms, either as a user or in a training/support capacity
• Experience creating digital training content or e-learning materials

Benefits – what can you expect

Our goal is to maintain a culture where people look forward to work. We do that by making Distilled a place you'll be listened to and trusted to do your job. Where you can have fun, learn and feel appreciated. And where you get focused career development, growth and progression opportunities.

• Remote-first working with access to a Dublin city centre office when needed
• Mileage reimbursement for all business travel
• The opportunity to join the market leader in a growing and dynamic sector
• A collaborative, supportive team culture where your contribution is genuinely valued
• Real scope to grow and develop within the business as we scale