Customer Success Manager

Love Recruitment International; Amsterdam; On-site; EUR 56,000 - 74,000; Full time

Benefits offered by this job

Holiday allowance including bankholyds

Job summary

Love Recruitment International partners with a global health-tech brand in Amsterdam to recruit a Customer Success Manager. You will lead the Customer Success function, shaping processes from onboarding to ongoing support, and ensuring consistently professional service for medical and wellness customers across Europe.

You will manage a team, drive KPIs, and collaborate with Sales and Technical Support to resolve issues, while building reporting, knowledge bases and dashboards.

Qualifications

• Experienced: At least five years in Customer Success or related roles, including team management experience.
• Process-driven: Strong process and KPI-management capabilities, with excellent English communication skills.
• Problem-solving: Confident managing stakeholders and resolving issues under pressure.
• Bonus: B2B customer success experience, medical device or technology-sector experience, or experience with CRM and helpdesk platforms.

Responsibilities

• Team leadership: Lead, coach and develop the Customer Success team and manage day-to-day performance.
• Process and service quality: Establish and improve customer-support processes, define and monitor service-level standards and KPIs, and manage helpdesk and ticketing processes.
• Escalation and partner support: Manage customer inquiries, complaints and escalations, coordinate complex cases with Sales and Technical Support, and support distributors and strategic partners.
• Continuous improvement: Analyse recurring customer issues, drive corrective actions, and develop customer-service reporting, dashboards and a knowledge base.

Skills

Team leadership

Process management

English communication

Problem solving

CRM experience

Tools

CRM platforms

Helpdesk software

Job description

Customer Success Manager in Amsterdam - Global Health-Tech Brand

€5000 - €6666 per month depending on experience

Location: Amsterdam, Netherlands.

Our client is a global leader in body composition analysis technology, trusted by medical, fitness and wellness customers across Europe. They're looking for a Customer Success Manager to lead their Customer Success function and make sure every customer and business partner gets consistent, professional and timely support.

You’ll take ownership of the team, the processes and the numbers behind them, from service levels and ticketing through to onboarding and continuous improvement, while coaching a team to deliver a genuinely excellent customer experience.

On offer is a leadership role at the heart of the customer experience, the chance to build and shape the function's processes, and real scope to influence how a growing European business looks after its customers.

Key responsibilities:

• Team leadership: Lead, coach and develop the Customer Success team and manage their day-to-day performance.
• Process and service quality: Establish and improve customer-support processes, define and monitor service-level standards and KPIs, and manage helpdesk and ticketing processes.
• Escalation and partner support: Manage customer inquiries, complaints and escalations, coordinate complex cases with Sales and Technical Support, and support distributors and strategic partners.
• Continuous improvement: Analyse recurring customer issues, drive corrective actions, and develop customer-service reporting, dashboards and a knowledge base.

About you:

• Experienced: At least five years in Customer Success, Customer Service or Service Operations, including previous team-management experience.
• Process-driven: Strong process and KPI-management capabilities, with excellent English communication skills.
• A natural problem solver: Confident managing stakeholders and resolving issues under pressure.
• A bonus: B2B customer success experience, medical device or technology-sector experience, or experience with CRM and helpdesk platforms.

What's in it for you:

• A genuine leadership role within a growing European customer success function.
• The opportunity to build and shape processes from an early stage.
• A competitive holiday allowance including bank holidays