Customer Success Manager - Hybrid

Sowelo Consulting; Rotterdam; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work model (2 days in office)

Job summary

Sowelo Consulting is seeking a Customer Success Manager to join our European team. You will design and scale client success programs, drive product adoption, and partner with Sales, Delivery, Tech & Product to ensure lasting value for our customers.

This role requires Dutch and English fluency, SaaS experience, and the ability to monitor account health scores, resolve risks, and uncover expansion opportunities across a growing customer base.

Qualifications

• 1+ years of commercial, customer-facing experience in a B2B role.
• Fluent in Dutch and English (written and spoken).
• Solid experience working within a SaaS environment.
• Ability to monitor health scores and identify early warning signals.

Responsibilities

• Design, execute, and scale client success programs that elevate satisfaction and adoption.
• Drive retention and reduce churn; collaborate with Sales on expansion opportunities.
• Partner with Sales, Delivery, Tech & Product to streamline the customer journey.
• Establish structured, high-touch communication with accounts for long-term trust.
• Host webinars and training to showcase platform capabilities and best practices.
• Track and iterate on key success metrics using data insights.

Skills

Dutch & English fluency

SaaS customer success

Account management

Data-driven decisions

Job description

Do you enjoy nurturing strong, long-lasting relationships with customers?

Would you like to continue your development path as a Customer Success Manager in an environment that promotes growth?

Great! So please take a few minutes and read about your potential new job

You could join our clients rapidly growing SaaS software company which operates on a global scale. We're looking for a Customer Success Manager to join the European Customer Success team.

The Customer Success Manager will support a growing customer base by partnering with internal Customer Success teams to design and execute scalable engagement programs. Utilizing one-to-many communication channels such as targeted email campaigns, webinars, online community forums, and user groups you will drive customer adoption, retention, and satisfaction at scale. Additionally, you will serve as the voice of the customer, analyzing quantitative and qualitative feedback to help Product and Support teams continuously enhance the customer experience.

Your tasks will include:

• Design, execute, and scale client success programs that elevate customer satisfaction, deepen feature adoption, and promote product self-sufficiency.
• Drive customer retention as your primary north-star metric proactively reducing churn, resolving high-risk scenarios, and partnering with Sales to uncover expansion and upsell opportunities.
• Partner closely with Sales, Delivery, Tech & Product, and Support teams to streamline the end-to-end customer journey and eliminate operational friction.
• Establish and lead structured, high-touch communication cadences with assigned accounts to maintain strategic alignment and long-term trust.
• Host engaging webinars, strategic best-practice sessions, feature demos, and release training to empower users and showcase platform capabilities.
• Establish, track, and iterate on key success metrics, using data insights to continuously refine program performance and customer outcomes.
• Swiftly identify customer risks or bottlenecks, mobilizing internal resources to resolve concerns and safeguard account health.

To be a good fit for the Customer Success Manager role, you will have:

• 1+ years of commercial, customer-facing experience in Customer Success, Account Management, or a similar B2B role.
• Full professional fluency in both Dutch and English (written and verbal).
• Solid experience working within a SaaS environment.
• Proven ability to manage customer relationships dynamically monitoring account health scores, identifying early warning triggers, and swiftly resolving client risks.
• Understanding of customer retention principles, with a demonstrated ability to move the needle on retention metrics and reduce churn.
• Excellent track record of collaborating across matrixed teams, including Sales, Delivery, Tech & Product, and Support.
• Exceptional organizational, prioritization, and time-management skills with the ability to handle multiple key accounts seamlessly.

Reasons to join:

• You will be part of the team that drives the digital transformation of supply chain industry
• You will join the company that combines innovation with corporate social responsibility
• Being a part of a global brand that is evolving in customer-centric projects
• Hybrid work model where you can go into the office 2days per week

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością with its registered seat in Cracow (LLC) registered in National Court Register (KRS) under no. 0000671136, our Employees and Subcontractors (jointly referred to as the Company).

Sowelo Consulting sp. z o.o. (LLC) is entered in the register of employment agencies under the number: 35288

Our candidate selection process relies entirely on human judgment. We explicitly avoid using automated screening algorithms or AI-driven scoring systems for any part of the assessment. Every single profile is reviewed personally by our experienced recruiters, ensuring a thorough and unbiased consideration of your fit.