Customer Success Manager

We are Legionella Dossier, a pioneering software company based in the Netherlands. At Legionella Dossier, we specialize in innovative solutions for managing and preventing Legionella outbreaks, ensuring safety and compliance for public buildings. Our cutting‑edge technology empowers businesses and institutions to monitor, analyze, and mitigate Legionella risks efficiently.

Joining our team means becoming part of a dynamic, forward‑thinking company dedicated to making a tangible difference in public health and safety. We value creativity, collaboration, and a passion for problem‑solving.

As a Customer Success Manager, you are customer‑centric with a strong commercial mindset. In this role, you will play a critical role in driving customer satisfaction and revenue growth by nurturing relationships with our clients and identifying opportunities for upselling and reselling our water safety solution.

• Cultivate strong relationships with key clients in the water safety industry, serving as their trusted advisor and advocate within Legionella Dossier.
• Develop a deep understanding of our water safety solution and effectively communicate its technical features and benefits to clients.
• Proactively identify opportunities for upselling and reselling our water safety solution to existing clients, leveraging Hub Spot (our CRM) to track and manage sales opportunities.
• Provide ongoing support and guidance to clients, helping them navigate the complexities of water safety regulations and optimize their use of our solution.
• Monitor client satisfaction and address any concerns or issues in a timely and effective manner, ensuring a high level of customer retention.
• Track and analyze key metrics related to customer success and revenue generation, providing regular reports to senior management.
• Proactively explore Upsell/Cross‑sell opportunities with our existing customers.

• Proven experience in a similar role within software/SaaS.
• Strong understanding of customer journey dynamics and the ability to implement strategies for improvement.
• Demonstrated success in developing and implementing effective customer success programs.
• Experience in determining and measuring KPIs for customer success teams.
• Proficient in setting up workflows and utilizing customer success automation tools.
• SaaS industry experience is a must.
• Excellent communication and interpersonal skills.
• Methodical mindset with a structured approach to problem‑solving.
• Strong commercial knowledge with a proven ability to upsell and cross‑sell products and services.
• Ability to thrive in a fast‑paced and dynamic environment.

Customer Success Manager (UK)
• Birmingham, England, United Kingdom