Customer Success Manager Benelux, Utrecht (hybrid)

Brainial; Success; Hybrid; CAD 80,000 - 107,000; Full time

Benefits offered by this job

NS Business Card for easy travel

Hybrid working

Corporate gym access

Mental Health & Well-being program

Bike lease scheme

Job summary

Brainial is growing its Customer Success team in Utrecht and seeks a Manager to look after Dutch and Belgian clients. You will own your client portfolio from first login, ensure quick value realization, and grow with the company.

Work in Dutch and English with clients and an international team, collaborating with Sales, Support and Product to track adoption and renewal metrics, with a hybrid work setup and the latest tools provided.

Qualifications

• Experience in customer success, account management or onboarding.
• Fluent Dutch and English, both written and spoken.
• Experience with CRM tools (HubSpot or similar).

Responsibilities

• Lead onboarding programs for new clients across setup, integrations, and training.
• Monitor client health and engagement to ensure continued value.
• Collaborate with Sales, Support and Product to share insights and track adoption metrics.

Skills

Customer success

Account management

Onboarding

Dutch language

English language

CRM tools

Tools

HubSpot

Job description

Customer Success Manager Benelux, Utrecht (hybrid)

We're growing the Customer Success team at Brainial and are looking for a Customer Success Manager to look after our Dutch and Belgian clients. Are you curious, ambitious, and pragmatic? Read on.

About Brainial

Brainial helps companies win more tenders with AI. Our platform speeds up the whole bid process, from discovering and qualifying tenders to analysing documents, flagging risks and writing strong proposals. Clients in construction, IT, facility services, engineering, manufacturing and staffing use Brainial to save time, lower costs and avoid missing crucial details. We're based in Utrecht, and we build explainable AI that solves real problems for real customers.

The role

As our CSM for the Benelux, you're responsible for your own client portfolio from their first login onward. You make sure they get up and running quickly, get real value from the platform, and grow with us. You'll be part of an enthusiastic, diverse team led by a CSM manager. You'll work in Dutch and English with our clients and international team.

You will also collaborate closely with Sales, Support, and Product to align efforts, share customer insights, and track key metrics (such as adoption, NPS, and expansion success) to report regularly to leadership.

What You'll Do

Onboarding

• Lead structured onboarding programs for new clients, covering setup, integrations and initial training.
• Learn each client's tendering process and tailor their onboarding to their goals.
• Help clients upload their data, configure workflows, and set up alerts and reporting dashboards.
• Run training sessions (1:1 or group) that give users a thorough understanding of the platform.
• Gather feedback during onboarding and share insights with our product and development teams.

Your Portfolio

• Monitor customer health and engagement to ensure clients continue to derive strong value from the platform.
• Hold regular check-ins and reviews to discuss progress, resolve issues, and keep the platform aligned with each client's evolving needs.
• Spot opportunities to expand usage or introduce features that bring clients more value.
• Build action plans for at-risk accounts and secure renewals, with zero churn as the goal.
• Turn happy customers into champions through case studies, reviews and referrals.

What You Bring

• Relevant experience in customer success, account management or onboarding (or a strong motivation and aptitude as a talented junior), ideally in B2B SaaS
• Fluent Dutch and English, both spoken and written
• Confidence running trainings, demos and client meetings, including with senior stakeholders
• A data-driven mindset and experience with CRM tools (HubSpot or similar)
• Strong organisational skills and the ability to work independently as well as in a team
• Affinity with tendering, public procurement or bid management is a big plus
• Interest in AI and SaaS
• You value ownership, curiosity and straight talk

Why you'll love working here

• Hybrid working: the team works at least 2 days a week at our Utrecht office
• An international team of experts who celebrate wins and share laughs
• The latest hardware and tools
• NS Business Card for easy travel
• A competitive salary €4,500 – €6000 gross per month (depending on experience level)
• Access to our corporate gym and fitness program
• Mental Health & Well-being program
• Bike lease scheme

Our values: Can-do mentality. Transparency. Raise our standards.