Customer Success Manager - Hybrid

Sowelo; Rotterdam; Hybrid; EUR 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid work

Office in Breukelen

Job summary

Sowelo Consulting in the Netherlands is seeking a Customer Success Manager to join the European CS team. You will nurture long-term relationships with senior leaders, act as strategic advisor, and coordinate across departments to maximize product value and adoption.

You will manage a portfolio of 40 accounts, drive retention and upsell opportunities, track KPIs, and partner with sales, product, and support.

Qualifications

• Minimum of 2 years in customer success or related roles.
• Experience in SaaS or a retail-related background.
• Proven expertise in addressing and supporting complex enterprise customer requirements.
• Demonstrated success in consistently achieving and exceeding targets.
• Adept at building strong relationships with customer stakeholders to drive outcomes.
• Excellent listening skills for both technical and non-technical audiences.
• Strong analytical use of customer data to inform decisions and recommendations.
• Fluent in spoken and written English and Dutch.

Responsibilities

• Build and maintain relationships with decision-makers and stakeholders.
• Identify goals, challenges, and needs to recommend upsell opportunities.
• Drive product value and adoption to support upselling initiatives.
• Conduct regular check-ins to evaluate satisfaction and identify growth areas.
• Manage a portfolio of 40 accounts (enterprise and multiproduct).
• Monitor risks to retention and proactively ensure customer success.
• Track KPIs and share actionable insights with internal teams and customers.
• Lead cross-functional coordination to address challenges and achieve goals.

Skills

Relationship-building

Upsell opportunities

Account management

SaaS experience

Analytical skills

Dutch + English

Tools

CRM software

Job description

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

Are you a self-starter who is not afraid to take the initiative?

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.

You would act as a strategic advisor, responsible for fostering and maintaining long-term relationships with customers while leading the account team.
You will collaborate across departments to assess the status, identify opportunities, and address challenges for each assigned account. With in-depth knowledge of all products, the Customer Success Manager effectively communicates their value and usage to meet client needs. You will be building and nurturing strong relationships with senior leadership which is essential for achieving success in this position.

Your tasks will include:

• Build and maintain strong relationships with decision-makers and stakeholders.
• Identify customer goals, challenges, and needs to recommend appropriate upsell opportunities.
• Drive product value and adoption to support future upselling initiatives.
• Conduct regular check-ins with customers to evaluate satisfaction, resolve potential concerns, and highlight areas for growth or improvement.
• Manage a portfolio of 40 accounts, comprising a mix of enterprise and multiproduct customers.
• Monitor and address risks to account retention, proactively ensuring customer success.
• Track and report key performance metrics, including customer health, satisfaction, product usage, and other relevant KPIs, while sharing actionable insights with both internal teams and customers.
• Identify opportunities to expand customer wallet share by analyzing needs, business goals, and product utilization.
• Meet retention and expansion targets by employing consultative sales strategies.
• Effectively communicate the distinct value of products and services, aligning them with the customer’s business objectives and addressing core challenges.
• Lead account teams by coordinating efforts across internal stakeholders to address customer challenges and achieve shared goals.

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

• Minimum of 2years of experience in customer success, account management, or strategic consulting roles within customer-facing capacities.
• Experience in SaaS or a retail-related background.
• Proven expertise in addressing and supporting complex and strategic enterprise customer requirements.
• Demonstrated success in consistently achieving and exceeding targets.
• Adept at building strong relationships and establishing trust with customer stakeholders to drive desired outcomes.
• Exceptional listening skills with the ability to comprehend, articulate, and resolve complex issues for both technical and non-technical audiences.
• Strong analytical abilities, utilizing customer data to inform decisions, drive results, and provide actionable recommendations.
• Fluent in spoken and written English and Dutch.

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 in Breukelen.

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.