Customer Success Manager

• Build and maintain strong relationships with decision-makers and stakeholders.
• Identify customer goals, challenges, and needs to recommend appropriate upsell opportunities.
• Drive product value and adoption to support future upselling initiatives.
• Conduct regular check-ins with customers to evaluate satisfaction, resolve potential concerns, and highlight areas for growth or improvement.
• Manage a portfolio of 40 accounts, comprising a mix of enterprise and multiproduct customers.
• Monitor and address risks to account retention, proactively ensuring customer success.
• Track and report key performance metrics, including customer health, satisfaction, product usage, and other relevant KPIs, while sharing actionable insights with both internal teams and customers.
• Identify opportunities to expand customer wallet share by analyzing needs, business goals, and product utilization.
• Meet retention and expansion targets by employing consultative sales strategies.
• Effectively communicate the distinct value of products and services, aligning them with the customer’s business objectives and addressing core challenges.
• Lead account teams by coordinating efforts across internal stakeholders to address customer challenges and achieve shared goals.

• Minimum of 4 years of experience in customer success, account management, or strategic consulting roles within customer-facing capacities.
• Experience in SaaS or a retail-related background.
• Proven expertise in addressing and supporting complex and strategic enterprise customer requirements.
• Demonstrated success in consistently achieving and exceeding targets.
• Adept at building strong relationships and establishing trust with customer stakeholders to drive desired outcomes.
• Exceptional listening skills with the ability to comprehend, articulate, and resolve complex issues for both technical and non-technical audiences.
• Strong analytical abilities, utilizing customer data to inform decisions, drive results, and provide actionable recommendations.
• Fluent in spoken and written English and Dutch.

Demonstrates expertise in customer success and account management, with a strong focus on relationship building, strategic consulting, and data-driven decision-making. Proficient in driving product adoption and retention through consultative sales strategies and effective communication.

• Customer Success Management
• Account Management
• SaaS Experience
• Analytical Skills
• Fluent in English and Dutch

• Customer Health Tracking
• KPI Reporting
• Consultative Sales Strategies
• Product Utilization Analysis
• Upselling Techniques

• Relationship Building
• Listening Skills
• Problem Solving
• Communication Skills
• Trust Establishment

• Enterprise Customer Requirements
• Stakeholder Engagement
• Customer Satisfaction
• Account Retention
• Customer Portfolio Management