Director of Customer Success 

About BrightWork

At BrightWork, we partner with our customers to reach their business goals by enhancing their Project and Portfolio Management practices. For nearly three decades, our solutions have been trusted by leading companies worldwide, including Amazon, DHL, the United Nations, and the US Postal Service. BrightWork is a Worker-Owned Cooperative with a triple purpose: to care for our customers, ourselves, and our wider community.

Location

Ireland or US East Coast (preferably near technology hubs)

Travel

Occasional US travel and quarterly trips to Galway, Ireland (flexible if based in preferred location).

Position Summary

BrightWork seeks a strategic leader to drive customer success and deliver measurable value for global clients. Our Customer Success team includes Customer Success Partners/Consultants, UI/UX Designer, Support Engineers, and Microsoft Power Platform Customization Developers. The leader will be accountable for customer retention, adoption, and expansion outcomes, ensuring every BrightWork customer realizes measurable value quickly and continuously.

This role is critical to our success and will drive the mission to delight every customer at every touch point, ensuring every client attains their value-based outcomes throughout the journey. The successful candidate will bring a strong background in project management, consultancy, Microsoft platform solution delivery, and a history of delivering value to clients. Success will be dependent on very strong communication skills, motivating and developing their teams, the ability to work effectively cross functionally to execute joint client strategy plans, and be the voice of the customer internally.

Key Responsibilities

Customer Engagement

  • Build and nurture trusted relationships with BrightWork customers.
  • Act as a strategic advisor, ensuring customers gain maximum value from BrightWork 365.

Team Leadership

  • Lead and collaborate with a high-performing team of Customer Success Partners, Customization Developers, Knowledge Base Management, and Customer Technical Support professionals.
  • Coach the Customer Success team through initial delivery of new deployment services and establish enablement programs for future BrightWork Implementation partners.

Product & Service Strategy

  • Champion BrightWork 365, our Microsoft 365-based Project and Portfolio Management solution.
  • Shape BrightWork success offerings, including existing services (3D Deployment Process and Start/Evolve) and new services (Additional Project Management and Amazon Services).
  • Champion Leverage BrightWork on SharePoint project management solution and contribute to the maintenance of our services and existing customers.

Candidate Profile

Experience & Skills

  • At least 4-6 years’ experience in project management and consultancy/service delivery.
  • Background in project management with consultancy/service delivery experience.
  • Proven success in software solutions or product-based environments.
  • Strong commercial acumen, particularly in business development, sales, and channel strategy.
  •  A history of successful partnership development and relationship building within the Microsoft/Project Management ecosystem. Experience leading cross-functional teams and driving strategic initiatives.

Personal Attributes

  • Energetic, collaborative, and results driven.
  • Strong cultural fit with BrightWork values and team dynamics.
  • Comfortable navigating ambiguity and driving change.

What We Offer 

  • Professional Development Program: Continuous learning and development to advance your career.
  • Competitive Salary: Reflective of your experience and expertise.
  • Annual Bonus Plan: Rewarding your hard work and dedication.
  • Generous Holiday Allowance: Ensuring you have ample time to relax and recharge.
  • Health Benefits: Comprehensive coverage to keep you healthy.
  • Retirement Plan: Helping you build a more secure future.
  • Collaborative, Transparent Environment: Join us and become an equal Co-Owner at BrightWork in one year.

Application

 

We are an Equal Opportunities Employer.