Customer Success Manager - Hybrid

Sowelo Consulting; Utrecht; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Sowelo Consulting is seeking a Customer Success Manager to join our European Customer Success team, based in the Netherlands. You will act as a strategic advisor, fostering long-term relationships with customers while guiding the account team across functions to maximize value and adoption of our SaaS solutions.

You will manage a portfolio of 40 accounts, work with enterprise and multiproduct clients, and collaborate to achieve retention and growth targets through consultative selling and

Qualifications

• Minimum of 4 years in customer success, account management, or strategic consulting.
• Experience with SaaS or retail-related environments.
• Proven ability to manage enterprise customer requirements and upsell opportunities.
• Strong relationship-building and trust with customer stakeholders.

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.
• Conduct regular check-ins to evaluate satisfaction and growth areas.
• Manage a portfolio of 40 accounts including enterprise and multiproduct.
• Monitor risks to retention and ensure customer success.
• Track KPIs and share insights with internal teams and customers.
• Lead account teams across internal stakeholders to achieve goals.
• Meet retention and expansion targets with consultative strategies.
• Communicate product value aligned to customer objectives.

Skills

Customer success

Account management

SaaS experience

Stakeholder management

Data analysis

Fluent English

Fluent Dutch

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 4 years 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