Customer Success Operations & Renewals Manager - EMEA

Drive customer success and advocacy in healthcare technology while shaping the future of care delivery.We are seeking a proactive, relationship-focused, and highly collaborative Customer Success & Renewals Operations Manager to help T-Pro deliver exceptional value to our healthcare customers in the UK and Ireland. This role is vital to ensuring our clients achieve their desired outcomes, maximise product adoption, and become advocates for T-Pro. If you are motivated by customer success, thrive in a fast-paced environment, and are passionate about healthcare innovation, we want to hear from you.About T-ProT-Pro is a global leader in healthcare technology, partnering with renowned healthcare organisations, including major healthcare providers and private medical institutions in Ireland. By leveraging cutting-edge machine learning and AI technologies, such as speech recognition and ambient scribe solutions, T-Pro empowers clinicians to streamline documentation processes, improve care delivery, and optimise organisational efficiency.Our solutions deliver actionable insights that enhance patient care, reduce risks, and drive operational improvements. Recognised in the Deloitte Fast 50 for four consecutive years, T-Pro is poised for continued growth, supported by Livingbridge, a leading mid-market private equity firm.Role OverviewAs a T-Pro Customer Success & Renewals Operations Manager, your responsibilities will span working closely with Sales, Customer Success, and Customer Support to ensure that onboarding, adoption, renewal management, and expansion strategies are clearly defined. You’ll have a focus on building strong relationships, mitigating risk, and driving growth within the T-Pro portfolio. You will collaborate closely with Sales, Professional Services, and Support teams to deliver a seamless customer experience.Key ResponsibilitiesAdoption & Engagement: Design and maintain a Digital customer journey strategy, in coordination with CSMs & leadership teamsRisk & Opportunity Management: Identify and mitigate risks, escalate issues as needed, to support the team in uncovering opportunities for upsell and cross-sell.Renewal Forecasting: Create and execute renewal plans, and support negotiations in partnership with Sales. Maintain visibility and accurate forecasting on renewal opportunities in Hubspot. Audit & stage all renewal opportunities 6 months in advance of renewal date. Own renewal forecasting roll-up. If needed, support CSMs with paperwork & closing, creating audit trail of renewals. Own the renewal staging & processing. Create clear and actionable customer data analysis to increase renewal and upsell opportunties.Account Planning: Partner with Account Executives to align on account strategies and ensure ongoing customer satisfaction and growth. Run discovery with customers to surface expansion needs. Validate overage data. Brief AE internally. Re-introduce AE into customers, in context of upsell opportunity, etc. Build advocacy relationships, support case studies, and drive reference activities.Revenue Operations: Own the revenue operations function, working with Marketing and Sales leadership to identify whitespace in existing accounts, create relevant reporting to create and launch strategies to increase recurring revenue. Develop and implement revenue strategies and plans aligned with company goals. Analyse revenue trends and metrics to identify growth opportunities and areas for improvement. Collaborate with leadership to align revenue objectives with overall business strategy. Develop and maintain KPIs and dashboards to monitor and report on revenue performance.Digital customer journey execution in systems: Own Hubspot for data inputs & maintenance, work with the Marketing and Sales and Success teams to develop a digital customer journey, Leadership and Support: Provide operational support and guidance to Leadership, Sales and CSM’s. Develop and maintain documentation for revenue processes and procedures..What We’re Looking ForExperience: 3+ years in revenue operations, customer success, account management, or a related client-facing role in the healthcare or SaaS sector.Industry Knowledge: Understanding of the Irish healthcare landscape and public sector procurement processes is a plus.Stakeholder Management: Strong interpersonal and communication skills, with the ability to build and maintain relationships with key decision-makers.Willingness to work closely with cross-functional teams and contribute to a positive, results-driven culture.Problem-Solving: Ability to anticipate and resolve customer challenges, and to escalate issues when necessary.CRM Proficiency: Experience using CRM [Hubspot preferred] tools to manage customer relationships and track engagement.Analytical skills: Strong ability to interpret data and provide insightsOrganisational skills: Ability to manage multiple priorities, attention to detailWhy Join T-Pro?At T-Pro, we offer more than just a job. We provide an environment where you can thrive, grow, and make an impact. Whether working from our state-of-the-art offices in Dublin or remotely, you’ll enjoy:Performance-Based Rewards: Achievable targets with accelerators to recognise and reward high performance.Flexible Work Arrangements: Hybrid schedules, adaptable working hours, and 24 days of annual leave.Wellness & Wellbeing: A comprehensive wellness program to support your health and work-life balance, including an annual €1,000 per year (or £ equivalent) wellness allowance.Vibrant Company Culture: Regular social events, a collaborative workplace, and a strong sense of team spirit.Career Development: Ongoing training, mentorship, and opportunities for career advancement, with an additional €1,000 per year (or £ equivalent) available for professional growth.Ready to Shape the Future of Healthcare?If you’re an ambitious Account Executive with a passion for healthcare innovation and a talent for account management, we’d love to hear from you. Apply today to join a market-leading team dedicated to transforming the way healthcare is delivered in Ireland