Customer Success Manager - Hybrid

soweloconsulting; Utrecht; Hybrid; EUR 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

soweloconsulting is seeking a Customer Success Manager for our European team to nurture long-term relationships with enterprise customers, advise strategically, and lead cross-functional account teams.

You will own a portfolio of accounts, drive product adoption, identify upsell opportunities, and monitor health metrics. Fluency in English and Dutch is required for effective collaboration across departments.

Qualifications

• Minimum of 4 years of experience in customer success, account management, or strategic consulting in customer-facing roles.
• Experience in SaaS or a retail-related background.
• Proven ability to address and support complex enterprise customer requirements.
• Track record of achieving and exceeding targets.
• Strong relationship-building and trust with customer stakeholders.
• Excellent listening skills to articulate and resolve issues for technical and non-technical audiences.
• Strong analytical abilities using customer data to drive decisions.
• Fluent in written and spoken English and Dutch.

Responsibilities

• Build and maintain relationships with decision-makers and stakeholders.
• Identify customer 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 growth opportunities.
• Manage a portfolio of 40 accounts (enterprise and multi-product).
• Monitor risks to account retention and proactively ensure success.
• Track KPIs and share insights with internal teams and customers.
• Identify opportunities to expand wallet share by analyzing needs and product use.
• Meet retention and expansion targets using consultative sales strategies.
• Communicate the distinct value of products aligned with customer business objectives.
• Lead account teams by coordinating across internal stakeholders to address challenges.

Skills

Customer relationships

Strategic advisory

SaaS experience

English & Dutch fluency

Account management

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