Customer Success Manager

Orisha; Zwolle; On-site; EUR 45,000 - 52,000; Full time

Job summary

Orisha Commerce, part of a fast-growing European SaaS group, is hiring a Customer Success Manager to steward strategic accounts from contract signing. You’ll collaborate with the Head of Sales & Customer Success to drive retention, expansion, and client value across an €40k+ ARR portfolio.

You will track health metrics, mentor clients on best practices, and relay feedback to product teams to shape the roadmap. Based in Zwolle, this is a full-time permanent role.

Qualifications

• 3+ years of successful experience in a B2B SaaS Customer Success Management role.
• Proven track record managing strategic/key accounts with a strong ROI orientation.
• Fluent in Dutch and English (spoken and written).
• Rigorous with information security and confidentiality rules.

Responsibilities

• Drive relationships and maximize retention for strategic accounts.
• Serve as primary contact and trusted advisor from contract signing onwards.
• Track account health using CSAT, NPS, and health scores; establish proactive communication cadences.
• Identify early warning signs, address attrition risks, and implement long-term churn reduction plans.
• Advise clients on best practices, facilitate trainings and webinars to accelerate product adoption.
• Relay client feedback and feature requests to product teams to influence the roadmap.
• Monitor support tickets and intervene with technical teams to prevent escalations.
• Identify upsell and cross-sell opportunities in your portfolio and work with sales to close them.
• Align our software value proposition with client business goals to maximize CLV.

Skills

Account management

Relationship building

Communication

Advisory mindset

Training clients

Education

Bachelor’s or Master’s degree

Job description

Become the strategic partner for our key enterprise clients within a fast-growing European SaaS group.

Join Orisha Commerce, our Business Unit dedicated to digital performance and cutting-edge e-commerce solutions.

As a Customer Success Manager, you will work closely with the Head of Sales & Customer Success. You will be responsible for customer satisfaction, retention, and growth across our portfolio of strategic accounts (€40k+ ARR). Serving as the key link between the client and our internal teams, your role will have a direct and measurable impact on revenue growth and Customer Lifetime Value (CLV).

Your missions :

• Drive Relationships & Maximize Retention for Strategic Accounts
• Serve as the primary contact and trusted advisor for our largest clients from contract signing onwards.
• Track account health using key metrics (Customer Health Score, CSAT, NPS) and establish regular, proactive communication cadences.
• Identify early warning signs, address attrition risks, and implement long-term solutions to minimize churn.
• Accelerate Product Adoption & Customer Value
• Advise clients on best practices for using our software solutions, facilitating dedicated training sessions and webinars.
• Relay field feedback and feature requests to product teams to help shape the product roadmap.
• Prevent escalations by monitoring support tickets and proactively intervening alongside technical teams.
• Drive Expansion Opportunities (Upsell & Cross-sell)
• Identify growth levers within your portfolio and collaborate with the sales team to close upsell and cross-sell opportunities.
• Maximize Customer Lifetime Value (CLV) by continuously aligning our software value proposition with your clients' business goals.

At Orisha, AI is an everyday ally: we encourage and train every employee to use Gemini to boost creativity and productivity.

Who are you ?

• Education & Experience : higher education degree (HBO level / Bachelor’s or Master’s) with at least 3 years of successful experience in a similar B2B SaaS Customer Success Management role.
• Account Management : proven track record managing strategic or key accounts with a strong business and ROI orientation.
• Soft Skills : excellent interpersonal skills, a proactive advisory posture, and a natural ability to train and guide clients.
• Languages : fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams.
• Compliance : rigorous, with strict adherence to information security and confidentiality rules.

Location & Contract :

Full-time permanent contract, based in Zwolle (Netherlands).

Salary :

€4,000 to €4,700 gross per month, depending on profile.

About Orisha

Founded in 2003, Orisha is a European software vendor providing specialized solutions primarily for retail, real estate, healthcare, construction, and agrifood businesses.

Since its inception, Orisha has guided companies toward success by delivering industry-specific, mission-critical solutions. Today, Orisha generates €350M in revenue and employs 2,200 people.

The group supports over 50,000 clients across 100+ countries with the technology necessary to power their day-to-day operations.

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