EMEA Customer Success Specialist - French Speaking
- Job: 37075-OSCU
- Team: Customer Success
- Location: IE-Galway
Job Summary
2026 is an exciting time to join MathWorks as we continue to grow our Shared Sales & Services centre in Galway, Ireland.
MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink.
We are seeking an enthusiastic, creative individual to join our team and help our customers in France and French-speaking markets efficiently implement campus-wide access to our products.
As a Customer Success Specialist, you will partner with a portfolio of the world’s leading academic universities, working as part of an account team to drive engagement, build awareness, and demonstrate ROI for our software solutions. Your proactive approach will ensure customers experience outstanding service and value, directly supporting the renewal of their campus-wide license each year.
Responsibilities
- Drive Customer Awareness and Engagement by developing and executing collaborative implementation plans, integrating awareness-building activities with deeper technical engagement initiatives led by the wider Account Team (including Sales/Account Manager, Customer Success Engineers, and Field Marketing).
- Maximise Customer ROI by maintaining proactive, regular contact throughout the annual lifecycle, conducting regular Business Reviews, and ensuring Campus-Wide access supports the University’s strategic goals.
- Build trusted, consultative relationships with University stakeholders, acting as a central point of contact for current and prospective MATLAB user communities and identifying and nurturing customer advocates.
- Analyse and improve the customer experience by discovering potential gaps that may impact retention, collaborating cross-functionally to address these issues, and contributing to the evolution of ROI reporting tools that support the renewal process.
- Integrate customer feedback through regular interactions, satisfaction surveys, and input from customer-facing colleagues, collaborating with the Customer Success team to continuously improve materials, tools, and processes.
- Support and manage Onboarding and training activities as part of the customer journey, ensuring a seamless transition to the Campus-Wide Licence from the commitment stage through to annual renewal. Motivate and empower customers to take ownership of their deployment for ongoing success.
- Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience, escalating to Sales or Installation Support as required, and managing additional issues until resolved.
- Collaborate with the Educational Sales team to support pre-sale processes when needed and work closely with the wider account team to deliver a cohesive customer experience.
Minimum Qualifications
- A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or a PhD degree, or equivalent experience) is required.
Additional Qualifications
- Native-level French and English speaker; proficiency (C1+) in a second European language is highly advantageous.
- Customer-focused with excellent communication (written and verbal) and presentation skills.
- Strong critical thinking, negotiation, and project management skills.
- Detail-oriented, self-starter with strong organisational abilities.
- Ability to deduce required activities based on proactive analysis of customer metrics.
- Demonstrated ownership of customer issues and relationship-building skills.
- Proven ability to influence and direct customer activities.
- Effective problem-solving, collaboration, and influencing skills.
- 4-5 years’ experience in a customer success or equivalent customer-facing role.
- Experience in a technical or software environment.
- Solid program and project management skills, including project analysis, risk management, course correction, and process improvement.
- Demonstrated ability to work in highly collaborative, cross-functional environments.
- Experience working with staff at multiple levels, including senior management; international experience is a plus.
- Social media savvy, with awareness of social media strategy, usage, content, and channels deployed by third-level institutes.
Why MathWorks?
It's the chance to collaborate with bright, passionate people. It's the opportunity to accelerate the pace of discovery, innovation, and learning in engineering and science. And it’s a commitment to doing the right thing—for each individual, our customers, and the local community. We cultivate an enjoyable, participatory, and rational environment that champions individual growth, encourages initiative, values collaboration, shares success, and rewards excellence.
MathWorks develops MATLAB and Simulink, the leading technical computing software used by engineers and scientists. The company employs more than 6,500 people in 16 countries, with headquarters in Natick, Massachusetts, USA. MathWorks is privately held and has been profitable every year since its founding in 1984.
YOU + MathWorks = Unlimited Possibilities
