Customer Success Executive

About INNOVATE

INNOVATE is one of Ireland's leading Managed Service Providers, delivering secure, cloud-first, and high-performance technology solutions to mid-market and enterprise customers. As a certified Microsoft and Cisco partner, we specialise in cloud transformation, cybersecurity, managed IT services, collaboration technologies, and network modernisation.

Our mission is to act as a long-term technology partner to our clients, delivering solutions that drive resilience, innovation, and growth.

About the Role

The Customer Success Executive supports the Customer Success team in ensuring customers get consistent, measurable value from INNOVATE's managed and security-focused services.

You will report to a Senior Customer Success Manager and initially support a portfolio of managed service customers alongside them. Over time, you will develop the skills and confidence to manage customer relationships more independently.

You'll work closely with experienced Customer Success Managers, learning how to build strong client relationships, support Quarterly Business Reviews (QBRs), track service performance, and improve the overall customer experience — without being expected to know everything on day one.

This role is designed as a development pathway into a full Customer Success Manager position within an MSP environment.

Key Responsibilities

Customer Support & Engagement

Act as a day-to-day customer contact for non-technical and service coordination matters, escalating technical or commercial issues to the appropriate teams.

Support assigned managed service customers alongside a Senior Customer Success Manager.

Maintain accurate customer information, contacts, and notes in our PSA (Professional Services Automation system) and other internal systems.

Support customer communications, follow-ups, and action tracking to ensure commitments are met.

Service Value & Adoption

Help ensure customers are using the services they are paying for (e.g. security tools, Microsoft 365 features, monitoring and managed services).

Assist the service team in identifying gaps in service adoption or recurring service issues.

Learn to translate technical services into clear, simple, business-focused language for customers.

Document customer risks, improvement opportunities, and service insights clearly and consistently.

Renewals & Contract Preparation

Support the Customer Success and Commercial teams by ensuring managed service and related renewals are accurate, timely, and aligned to customer usage.

Prepare managed service renewals, ensuring all users, devices, and services are correctly captured.

Prepare peripheral and VoiceGrid renewals as required, ensuring information is accurate and issued to customers in a timely manner.

Respond to and coordinate customer queries relating to renewals, escalating where appropriate.

Quarterly Business Reviews (QBRs)

Prepare QBR packs and review materials for accuracy and completeness.

Coordinate QBR scheduling with customers and internal stakeholders.

Track actions and commitments arising from QBRs using LMX.

Co-present defined sections of QBRs (e.g. service metrics, actions, or adoption summaries), with guidance and support from the Customer Success Manager.

Customer Experience & Retention

Support customer satisfaction initiatives such as CSAT and NPS surveys, including follow-ups and action tracking.

Escalate early warning signs of customer risk or dissatisfaction to senior team members.

Help ensure renewals, service reviews, and customer commitments are prepared and delivered on time.

Internal Collaboration

Work closely with Service, Projects, Finance, and Sales teams to support a joined-up customer experience.

Support smooth onboarding handover from Projects into Managed Services.

Learn how INNOVATE delivers secure, compliant, and scalable managed services in a real MSP environment.

What Success Looks Like (Metrics & KPIs)

In your first 12–18 months, success in this role will be measured by:

Operational Excellence

Accuracy and completeness of customer records in PSA and LMX.

On-time preparation of QBR materials, reports, and renewals.

Reduction in missed follow-ups or outstanding customer actions.

Service Adoption & Awareness

Identification of under-used services or tools across supported accounts.

Support provided to improve customer service adoption and awareness.

Clear documentation of customer risks and improvement opportunities.

Customer Experience

CSAT scores across supported accounts.

Timely follow-up on customer actions and requests.

Positive feedback from customers and internal teams.

Personal Development

Progression toward managing larger customer accounts independently.

Increased confidence in customer meetings and communications.

Completion of agreed training plans across customer success, Microsoft, security, and managed services.

Skills & Experience Required

Essential

Strong communication skills and a genuine interest in helping customers succeed.

Highly organised with strong attention to detail.

Comfortable working with systems, reports, and basic data.

Comfortable discussing service value, renewals, and customer outcomes (with support).

A positive, proactive attitude and willingness to learn.

Desirable (Not Required)

Exposure to IT, MSPs, or B2B customer-facing roles.

Interest in cybersecurity, Microsoft 365, or managed services.

Basic understanding of business operations or technology support environments.

What We Offer

Hands-on learning in a real MSP environment.

Training across Microsoft technologies, security, and customer success disciplines.

A supportive, collaborative team culture.

Competitive salary and benefits.