Key Skills

Job Description

Department: Customer Success Employment Type: Full Time – In Office Compensation Range: €60,000 – €70,000/year (Including Holiday Allowance) About the Role Due to the fast growth of Qooling, the Customer Team is expanding. As a Customer Success Manager within Qooling, you will be responsible for retaining and growing our existing customer base. You will be their first point of contact and strategic sparring partner during their customer journey with us. You will make sure the customers will achieve their desired business outcomes with our product, and you will showcase their ROI. You will make sure the customers optimize the value that they get from Qooling and in this way, you will drive product adoption, retention, and upsell within the existing client base. You will work together with the Customer Success team, including our implementation team, who are responsible for onboarding customers and projects with existing customers. You are the person who gets direct feedback, so you will be expected to gather this information and share it with the product team. This is an in-office role in The Hague. Minimum of 3 days in the office is required. A Day in the Life of a Customer Success Management Being a Customer Success Manager means that you will create a deep relationship with the customers. During the day, you will have check-up calls, QBR’s, and strategic calls with clients regarding how they can leverage the Qooling platform even more. You proactively advise customers on how to optimize the use of the platform and share best practices, and you will constantly relate this to their desired customer outcome with for example, a Success Plan. During these various calls, you will switch between operational people, Quality and Safety Managers, and Top Management at different companies. Responsibilities Own overall relationship with assigned clients Responsible for retention, product adoption, and satisfaction of your customer base Making sure your customers achieve their desired outcome and ROI Sharing customer feedback with the product team Responsible for you NRR target within your customer base What We’re Looking For Experience in customer success (+ 3 years) Strong written and verbal communication skills Dutch and English language Proactive mindset Eager to learn Ownership Detail-oriented and analytical Customer-oriented Understand business processes Demonstrated ability to increase customer satisfaction Demonstrated value-driven growth in customer portfolio Why Join Qooling? Lots of freedom Lots of responsibility Generous commission when goals are reached Unlimited holidays

Core Responsibilities

Manage relationships with assigned customers, helping them achieve business outcomes and return on investment while driving product adoption, retention, satisfaction, and account growth. Gather and share customer feedback with the product team, and meet the net revenue retention target for the assigned customer base.

Requirements

Requires at least three years of customer success experience, strong written and verbal communication skills, and proficiency in Dutch and English. The ideal candidate is proactive, eager to learn, detail-oriented, analytical, customer-focused, understands business processes, and has demonstrated success improving customer satisfaction and growing customer portfolios.

Benefits

• Flexible Work Arrangement
• Unlimited Holidays
• Commission