Senior Customer Succes Manager

2 dagen geleden

Utrecht, Utrecht, Nederland Amstelbay Voltijd

Objective of the position

The Senior Customer Success Manager (Senior CSM) plays a pivotal role in driving the long-term success and satisfaction of our strategic customer accounts. This position is responsible for ensuring that high-value clients are fully onboarded, supported, and able to achieve significant business outcomes with the organization solutions. The Senior CSM is expected to build and maintain strong, trusted relationships with senior customer stakeholders while managing complex accounts. The CSM will provide guidance, mentorship, and leadership within the customer success team and work closely with cross-functional teams to ensure the delivery of tailored, high-touch service for key customers. This role requires a strategic, proactive, and hands-on approach to customer management, with a focus on reducing churn, fostering upsell opportunities, and enhancing customer experience across the board.

 

Most important key result areas and tasks

·       Develop and implement strategies for managing high-value accounts to ensure long-term satisfaction, retention, and growth.

·       Oversee a portfolio of strategic, high-value customers, serving as their trusted advisor and ensuring they achieve their desired outcomes with the platform.

·       Lead the onboarding process for key customers, ensuring a smooth transition and high adoption rates of all solutions.

·       Regularly engage with customers to review progress, assess satisfaction, and ensure they are realizing value from the product.

·       Handle complex customer issues, acting as the main point of contact for escalations, and driving solutions in a timely and effective manner.

·       Provide guidance and mentorship to junior Customer Success Managers, helping them with complex customer challenges and sharing best practices.

·       Work closely with Sales, Marketing, Product, and Support teams to ensure alignment on customer goals and that their needs are met across departments.

·       Continuously assess the health of accounts, identifying risks and opportunities for improvement. Take proactive steps to mitigate risks of churn.

·       Ensure high customer retention rates by delivering exceptional customer service and ensuring customers' needs are always addressed. Drive expansion opportunities through upselling and cross-selling additional features or services.

·       Conduct regular business reviews with clients to assess performance, value realization, and plan for future goals and product requirements.

·       Advocate for the voice of the customer within the organization, ensuring customer feedback is heard and acted upon to improve products and services.

·       Manage contract renewals for strategic accounts, ensuring customers are satisfied and agreements reflect their ongoing needs.

·       Establish and track key customer success metrics to gauge the success of customer relationships and identify areas of opportunity or concern.

·       Identify and execute on opportunities for upselling and cross-selling additional services or features to meet evolving customer needs.

·       Continuously develop and improve customer success methodologies, tools, and resources, ensuring the team delivers exceptional service at scale.



Requirements

Skills

·       5-7 years of experience in customer success, account management, or a related customer-facing role, with at least 2 years in a leadership or senior management capacity.

·       A degree in Business, Marketing, or a related field is preferred.

·       Any formal certifications in customer success, account management, or related fields are a plus.

·       Excellent verbal and written communication skills in both English and Dutch.

·       Proven experience managing large, complex, and high-value customer accounts with a focus on retention, satisfaction, and growth.

·       Extensive experience in handling customer escalations, resolving conflicts, and managing complex customer situations.

·       Demonstrated track record of successfully identifying and executing on upsell and cross-sell opportunities to drive business growth.

·       Experience mentoring and coaching junior team members and leading customer success initiatives.

·       Strong understanding of CRM tools and customer lifecycle management.

·       Expertise in managing customer success for SaaS-based products, with a deep understanding of how the company solutions can address customer pain points.

  • Dutch speaking

 

Core values:

Our core values Stimulating, Committed, Ownership, and Reliable are reflected in the following ways:

 
• You work independently and proactively;


• You give your best effort;


• You are quality and result-oriented;


• You have a passion for software;


• You say what you do and do what you say;


• You take initiative and complete your work.

Key Performance Indicators (KPIs)

Measurable variables that can be used to determine how the job holder should perform and provide insight into how the job holder is performing in the key result areas.

·       Customer Retention Rate

·       Net Promoter Score (NPS)

·       Customer Lifetime Value (CLTV)

·       Renewal Rate

·       Upsell and Cross-Sell Revenue

These KPIs help ensure that the Senior Customer Success Manager is effectively driving customer satisfaction, retention, and growth while delivering tangible business outcomes.



Benefits

Permanent position

Hybrid (2 days at the office)

HQ located in the middle of The Netherlands, also offices spread around the country


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