Customer Success Manager

Bookaball Exploitation BV; Amsterdam; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work environment

Pension scheme

25 annual holiday days

Company laptop

Growth-supportive team

Job summary

Bookaball Exploitation BV is seeking a Customer Success Manager to bridge Sales, Product and customers. You’ll drive product adoption, collect feedback, and own onboarding for new clients on our SaaS platform tailored to padel and racket sports venues.

You will shape the Customer Success strategy, lead partner initiatives, and improve HubSpot-based processes. The role offers freedom to refine processes in a fast-growing startup with an international client base.

Qualifications

• 2-4 years experience in customer success, account management, or a customer-facing SaaS role.
• Strong organisational and project management skills.
• Excellent communication abilities; comfortable switching between operational and strategic conversations.
• A proactive, problem-solving mindset — you enjoy making things better.
• Affinity with SaaS, technology, or digital platforms and know-how on working with applications.
• Our HQ is in Amsterdam and therefore we are looking for native Dutch speakers.
• Business-level proficiency in English; German is a plus.

Responsibilities

• Refine the Customer Success strategy and align it with Sales, Marketing, and Product.
• Play a leading role in executing our partnership strategy.
• Implement and own onboarding and adoption tools (Intercom and Beamer) to support customers.
• Manage client relationships in HubSpot, including onboarding programs and on-site sessions when necessary.
• Conduct QBRs and MBRs with key and enterprise clients.
• Lead customer communications, including success stories, blogs, release notes and newsletters.
• Optimize HubSpot configurations, create workflows, and set up Service Hub/Revenue Hub for revenue visibility.
• Host webinars aimed at increasing product adoption.
• Proactively gather feedback through NPS surveys and client interviews.
• Coordinate HubSpot → Jira ticketing with Product team.
• Oversee contract renewals and negotiations.

Skills

Customer success

SaaS experience

Communication skills

English proficiency

Dutch native

Tools

HubSpot

Intercom

Beamer

Jira

Job description

bookaball provides a white-label SaaS platform specifically for padel and racket sports venues. We enable clubs to expand their online reach, boost player conversions, and foster long-term customer loyalty through integrated community features; keeping every interaction securely within their own branded ecosystem.

Founded in 2023, bookaball has established itself as a trusted club management and booking application for 75+ clubs and over 470,000 players across Europe. Our mission is to help club operators drive sustainable growth and run thriving, sustainable businesses without depending on third-party marketplaces.

About the Role

As a Customer Success Manager at bookaball, you are the key bridge between Sales, Product, and the customer. You stay fully informed on every aspect of our rapidly growing business and maintain a clear pulse on the customer perspective through continuous engagement. You proactively gather actionable feedback and feature requests, contextualizing them against our sprint planning and long-term product roadmap. You also collaborate closely with Sales, taking full ownership of every new client onboarded to the platform.

bookaball’s key differentiator is not just our product, but also our partnership strategy. As a club management system, we serve as the central operational backbone for racket sports clubs. This gives us deep insights into what works—and what doesn't. We actively share this expertise to build genuine partnerships with our clients. As a Customer Success Manager, you will serve as their primary point of contact. Beyond reactive customer support, your role is predominantly proactive: driving product adoption and delivering tailored advice.

The Customer Success department is established but offers ample room for further development and refinement. You will have full ownership to integrate your own insights and experience, giving you the entrepreneurial freedom to shape the role to your vision.

What We Are Looking For

• An assertive, entrepreneurial mindset that thrives in a startup environment. Not all processes and structures are fully defined yet, offering you significant freedom to take the initiative.
• Customer-centric and patient, yet able to approach the role with a commercial mindset.
• Proven experience in Customer Success.
• Professional business English proficiency — our internal language is English, and most of our client base is international.
• Experience with or an affinity for padel or other racket sports is a plus, but not required.
• Ability to prioritise tasks independently.

Key Responsibilities

• Further refine the Customer Success strategy and align it seamlessly with Sales, Marketing, and Product.
• Play a leading role in executing our partnership strategy.
• Implement and own Product Adoption and Support tools, such as Intercom and Beamer, to accommodate customers in onboarding and adoption of the platform, as well as support for their day-to-day problems.
• Manage client relationships in HubSpot, ranging from product inquiries to comprehensive onboarding programs (including on-site sessions when necessary).
• Conduct QBRs and MBRs with key and enterprise clients.
• Lead customer communication, including customer success stories, blogs, release notes and newsletters.
• Optimise HubSpot configurations, including creating workflows and automations to streamline operations, and setting up HubSpot Service Hub / Revenue Hub to gain actionable revenue visibility.
• Host webinars aimed at increasing product adoption.
• Proactively gather customer feedback through NPS surveys and client interviews.
• Manage the HubSpot → Jira ticketing system in close collaboration with the Product team.
• Oversee contract renewals and negotiations.

Requirements

• 2-4 years experience in customer success, account management, or a customer-facing SaaS role.
• Strong organisational and project management skills.
• Excellent communication abilities; comfortable switching between operational and strategic conversations.
• A proactive, problem-solving mindset — you enjoy making things better.
• Affinity with SaaS, technology, or digital platforms and know-how on working with applications.
• Comfortable working in a dynamic, fast-moving startup environment.
• Our HQ is in Amsterdam and therefore we are looking for native Dutch speakers.
• Our customer base in highly international, and therefore business-level proficiency in English is required.
• Business-level proficiency (speaking and reading/writing) in German is a big plus.
• Experience with racket sports, community-driven products, or hospitality platforms is beneficial but not required.

What We Offer

• A unique insight into the world of padel, Europe’s fastest-growing sport.
• A challenging role with significant freedom and responsibility.
• A competitive salary based on experience.
• An opportunity to work within a fast-growing international SaaS company.
• A hybrid working environment.
• A pension scheme and 25 annual holiday days.
• A company laptop for your work.
• A collaborative team committed to supporting your growth.