Senior Customer Success Manager - AI Factory Antenna Ireland
Senior Customer Success Manager - AI Factory Antenna Ireland
JOB ADVERTISEMENT
Applications are invited from suitably qualified candidates for a full-time, specific purpose position as an AI Factory Antenna Senior Customer Success Manager with the Irish Centre for High-End Computing (ICHEC) at the University of Galway, Ireland.
The position is available immediately, with flexibility to work from our Dublin or Galway offices.
Irish Centre for High-End Computing (ICHEC)
ICHEC is Ireland’s national centre for High-Performance Computing (HPC) providing digital infrastructure capabilities and expertise through R&D engagements and skills development programmes to academia, industry and public sector organisations.
With a highly ambitious leading-edge Strategy for Advanced Computing (HPC, Data, AI, Quantum) in Ireland and Europe, ICHEC provides infrastructure services and expertise in HPC and data platforms to for computational sciences, AI, high performance data analytics, Earth Observation, quantum computing and cybersecurity across several sectors including environmental informatics, life sciences, deeptech/material sciences, urban sciences, and other disciplines.
ICHEC works in close partnership with national and international researchers, enterprises and public authorities for joint R&D, skills development, and provisioning HPC and data services to accelerate their digital transformation and green transition.
For more details about this position, reach out via careers@ichec.ie or visit www.ichec.ie
Salary: Research Fellow salary scale €66,548 - €86,874 per annum, (subject to the project’s funding limitations), and pro rata for shorter and/or part-time contracts.
The default position for all new public sector appointments is the 1st point of the salary scale. This may be reviewed, and consideration afforded to appointment at a higher point on the payscale
(subject to the project’s funding limitations), where evidence of prior years’ equivalent experience is accepted in determining placement on the scale above point 1, subject to the maximum of the scale.
Closing date for receipt of applications is 17:00 (Irish Time) on March 20, 2026. It will not be possible to consider applications received after the closing date.
Interviews are planned to be held during the w/c March 30, 2026.
*Please review full job description for further details and essential requirements.
JOB DESCRIPTION
Be the face of Ireland's AI Factory Antenna as a Customer Success Manager, guiding Irish enterprises, researchers, and public sector organisations through their AI innovation journey. You'll own the complete customer lifecycle, from first contact through onboarding, service delivery, to successful outcomes, ensuring customers get maximum value from world, class AI infrastructure and expertise. This is a dynamic role combining technical knowledge, project coordination, and relationship management. You'll work with diverse customers at different AI maturity stages, assembling the right blend of technical experts and resources to help them succeed with their AI initiatives.
IRL-Antenna provides Irish organisations with access to cutting, edge AI infrastructure, expertise, and support services. We help customers across sectors, from startups to large enterprises, from healthcare to manufacturing develop, optimise, and deploy AI solutions. Our services range from algorithm development and performance optimisation to skills training and infrastructure access, with connections to AI Factory France's large-scale computing resources.
Duties:
Key responsibilities include the following:
Customer Lifecycle Management
• Act as primary point of contact for assigned customers throughout their engagement with IRL-Antenna
• Conduct AI Digital Maturity Assessments to understand customer expertise, needs, and objectives
• Define detailed service workplans with clear objectives, timelines, and success criteria
• Assemble appropriate technical teams (from ICHEC and CeADAR) to deliver required services
• Monitor progress, adjust plans as needed, and ensure customer satisfaction
Service Coordination
• Triage incoming customer requests from various channels (direct outreach, EuroCC Ireland, EDIHs, etc.)
• Match customer needs to appropriate services from the IRL-Antenna portfolio:
- AI algorithm development and co-development
- Performance optimisation and scaling
- Infrastructure access (AI Sandbox, Secure Data Environment, AI2F resources)
- Skills development and training
- Data management and spaces access
• Coordinate with Level 2 technical teams (AI Performance Engineers, Software Platform Engineers, AI Developers, Data Scientists)
• Liaise with AI Factory France user support team for large-scale infrastructure accessRelationship & Knowledge Management
• Build trusted relationships with customers, understanding their strategic goals and challenges
• Provide expert guidance on AI best practices and resource utilisation
• Capture and document customer outcomes and lessons learned
• Feed insights back into ecosystem engagement and service improvement activities
• Engage Associated Partners when additional expertise or connections are beneficial
Reporting & Quality
• Maintain accurate records in project management tools (GDPR compliant)
• Contribute to periodic service delivery reports and performance analysis
• Support development and refinement of customer support processes
• Share best practices across the Customer Success Manager team
What Makes a Great Customer Success Manager
• You thrive on variety: You're energised by learning about new domains and helping people solve real problems.
• You're a natural connector: You build teams around customer needs.
• You balance technical depth with accessibility: You translate between technical and business language effortlessly.
• You're outcomes-focused: You're not satisfied until customers achieve their goals and grow their AI capabilities.
ELIGIBILITY REQUIREMENTS
Essential Requirements:
• Degree (Level 8) in Computer Science, Engineering, Data Science, or related field with 10+ years relevant full-time post primary degree research/industry experience
• 5+ years in senior customer-facing technical roles (solution engineering, technical account management, consulting, etc.)
• Understanding of AI/ML concepts, workflows, and common use cases
• Experience coordinating projects involving multiple stakeholders
• Strong communication skills, ability to explain technical concepts to varied audiences
• Project management capabilities with attention to detail
• Customer service mindset with problem-solving orientation
Desirable Requirements:
• Experience working with startups, SMEs, or enterprise AI adoption
• Knowledge of specific sectors: healthcare, manufacturing, energy, agriculture, or smart cities
• Familiarity with HPC environments or research computing
• Understanding of European Digital Innovation Hubs (EDIHs) or similar support organisations• Experience with AI maturity frameworks or digital transformation assessments
• Background in training delivery or skills development
• Knowledge of data governance, GDPR, or data sovereignty issues
• Experience with CRM systems or customer success platforms
• Additional language skills (particularly French, given AI2F connection)
• Previous work with research institutions or public sector organisations
CONTINUING PROFESSIONAL DEVELOPMENT
Continuing Professional Development/Training:
Researchers at University of Galway are encouraged to avail of a range of training and development opportunities designed to support their personal career development plans. University of Galway provides continuing professional development supports for all researchers seeking to build their own career pathways either within or beyond academia. Researchers are encouraged to engage with our Researcher Development Centre (RDC) upon commencing employment - see HERE for further information.
FURTHER INFORMATION/LINKS
1. TO APPLY: Search Current University of Galway vacancies. Applications must be
submitted online.
2. For informal enquiries, please contact careers@ichec.ie
3. University's Strategic Plan
4. Working in Research at University of Galway
5. Moving to Ireland (Euraxess)
7. We reserve the right to re-advertise or extend the closing date for this post.
8. University of Galway is an equal opportunities employer.
9. All positions are recruited in line with Open, Transparent, Merit (OTM) and Competency based recruitment.
