Customer Success Manager

Department: Customer Success Management

Employment Type: Full Time

Location: Utrecht, NL

Reporting To: Antje Machon

Compensation: €114,000 / year

Description

• Speak fluent English and Dutch.
• Have +5 years of experience in a customer-facing SaaS role.
• Combine a commercial mindset with strong enterprise stakeholder management skills.

• Manage post-sales relationships with a defined set of customers.
• Drive adoption, retention, renewals, and expansions through success plans.
• Conduct business reviews that celebrate results and identify new opportunities.
• Act as the liaison between customers and internal teams (Sales, Product, Marketing, Services, Support).
• Advise customers on EA and portfolio management best practices and complex solution implementations. 
• Manage escalations and ensure issues are resolved swiftly. 
• Build customer advocacy through references and case studies. 
• Identify new growth opportunities and contribute to overall account strategy. 

• You hold a bachelor’s degree in IT, Business Economics, or a related field.
• You bring 5+ years of relevant experience in Customer Success or Consulting within SaaS enterprises, with a track record in driving adoption, retention, and renewals.
• You are fluent in Dutch and English. 
• You have a track record in driving adoption, retention, and renewals. 
• You are experienced in business reviews, account planning, and escalations.
• You are confident in engaging with senior stakeholders and leading strategic and technical discussions.
• You are customer-focused, proactive, and entrepreneurial, with strong organizational and time management skills. 
• You are willing to travel to strengthen customer partnerships.
• You ideally advise customers on EA and portfolio management best practices and complex solution implementations.
• You ideally are experienced with enterprise architecture or portfolio management tools (e.g., Alfabet, Mega HOPEX, Bizzdesign Horizzon).

• A competitive salary complemented by variable compensation.
• A premium pension plan to help you build a secure and comfortable future.
• 28 vacation days to recharge, with the option to buy up to 10 extra days whenever you need more freedom and flexibility.
• Hybrid working that truly works: enjoy a balance of 2-3 collaborative in-office days, with the remaining days designed for focused work from home. 
• Smooth commuting with an NS Business Card or mileage reimbursement. Your journey, your choice.
• Top-quality IT equipment from day one, plus a personal tech budget so you can tailor or upgrade your setup to your liking. 
• A monthly work-from-home allowance to help you create your ideal home office environment. 
• Global collaboration in an international environment, working alongside talented people from all over the world. 

• 1st interview with Internal Recruiter (45 min online)
• 2nd interview with Hiring Manager (45 min online)
• 3rd interview with key stakeholders from the Customer Success team (45 min online)
• 4rd and final interview (30 min online)

Please note

• Please submit your application in English, as it’s our company’s language, and you’ll be using it daily once you’re part of the team.  
• Please apply through our website or via the LinkedIn job post. Applications sent by email will not be reviewed.  
• We are not considering agency applications for this position.  
• We may use AI-based tools to support parts of the recruitment process, such as reviewing applications or resumes. These tools support our recruitment team but do not replace human decision-making, and all final hiring decisions are made by people.