Customer Success Manager - Mobile Access

An Amazing Career Opportunity for a Customer Success Manager !

Location: Galway, Ireland

Job ID: 50297

As a Customer Success Manager (CSM) you will support the acceleration of Mobile Identities as the future and leading form of credentials across Physical Access Control Solutions. The CSM role aims to effectively grow the activations rate at end-users’ level, assist end-users and partners throughout the annual subscription renewal process and provide HID teams with Mobile ID business intelligence.

The CSM’s coverage will be across the HID PACS Mature Markets (Europe, North Asia and Australasia). This position will initially report into the Senior Director of Customer Service EMEA.

If this sounds like you, keep reading !

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Physical Access Control Solutions (PACS):

 HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. 

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.  

Are you ready to make a difference? Join us and help shape the future of security. 

As our Customer Success Manager, you’ll support HID’s success by: 

Customer Onboarding and Adoption

• Lead and manage the end-to-end onboarding process for new Mobile Access users, ensuring a smooth transition to HID solutions.
• Develop and deliver tailored onboarding programmes, resources, and tools that support customer adoption and long-term engagement.

Channel Partner Enablement

• Educate channel partners on HID Mobile Access products, services, and best practices so they can support end users effectively.
• Conduct regular training sessions and webinars to keep partners updated on new features, updates, and relevant industry trends.
• Develop and maintain strong partner relationships aligned with HID’s business goals and customer success objectives.

Activation, Engagement, and Retention

• Monitor customer satisfaction, activation metrics, adoption trends, and other KPIs to identify areas for improvement.
• Implement strategies to increase activation rates, improve engagement, reduce churn, and support the annual subscription renewal process.
• Identify opportunities to support account growth through relevant upsell or cross-sell opportunities, in partnership with commercial teams.

Customer Insights and Internal Feedback

• Engage with end users to understand usage patterns, future plans, challenges, and support needs.
• Act as a liaison between end users, partners, and internal HID teams to address issues and enhance the customer experience.
• Gather customer feedback and business intelligence, sharing actionable insights with product, development, sales, and service teams.

Your Experience and Background include:  

• Ideally 10+ years of direct customer engagement in a support function (e.g., non-sales).
• Strong communication skills (verbal and written).
• Demonstrated ability to successfully deal with complex customer requests.
• Proactive with strong analytical, interpersonal and communication skills and ability to build relationships remotely.
• Ability to work independently, form own judgment/opinions, provide insights and drive change.
• Ability to interact with and build relationships with people from different departments and levels of seniority.
• Strong interpersonal and collaboration skills; networking outside and inside the organization and building positive relationships with key individuals and groups.
• Excellent customers engagement and relationship skills.
• Displays good judgement by being able to diplomatically deal with possible complexes customers requests.
• Always act ethically, maintaining the highest personal and professional integrity.
• Strong knowledge of HID Mobile ID portfolio and internal processes associated to this business segment.
• Full English fluency (spoken and written).
• Additional European language will be a plus.
• Proficient in MS Office applications such as Teams, Word, Excel, PowerPoint.
• Proficient in the use of SalesForce CRM.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com.

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application.

Information processed by the tool is deleted once the recruiter's review is complete.

If you believe the tool has not accurately represented your application, you can request direct human review by contacting privacy@hidglobal.com with the subject line "Application Review Request" and the role you applied for.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal