Customer Success Manager - Public sector

Effectory; Amsterdam; Hybrid; EUR 48,000 - 60,000; Full time

Benefits offered by this job

Holiday allowance

4 company-wide days off

Hybrid working

Learning budget

Pension

Job summary

Effectory, Europe's leading employee feedback solution, is hiring a Customer Success Manager to support a government and higher education portfolio in the Netherlands. You will own a book of business, drive adoption, and partner with consultants to maximise value for public sector customers.

Fluent Dutch, 2+ years in customer success or account management, strong communication, and the ability to manage multiple stakeholders through the full lifecycle.

Qualifications

• 2+ years of experience in Customer Success, account management, or a related customer-facing role.
• Strong customer-centric mindset and ability to engage with diverse stakeholders in the public sector.
• Solid communication skills for interacting with operational and mid-senior stakeholders.
• Comfortable owning the full customer lifecycle — from onboarding through renewal.
• Strong organisational skills to manage multiple accounts and priorities.
• Familiarity with SPICED or similar success planning frameworks is a plus.
• Fluency in Dutch.

Responsibilities

• Own Your Book of Business: Manage ±30-40 governmental and higher education customers, driving retention and adoption with consultants.
• Drive Adoption & Engagement: Link customer goals to our offering and lead quarterly reviews to demonstrate value.
• Enable Collaboration: Work with Consulting, Support, and Onboarding to ensure a seamless customer journey.
• Manage Risk & Escalations: Handle escalations and mitigate risks to secure renewals.
• Measure Success: Use SPICED to track outcomes, monitor account health, and run regular check-ins.
• Feedback Loop: Represent customer voice and share actionable feedback to improve products.

Skills

Customer success

Account management

Stakeholder engagement

Dutch fluency

Public sector experience

Organisational skills

Job description

THIS IS YOUR JOB

Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 800 organizations in 70+ countries. Our mission: to improve the working world by giving employees a voice and making sure their feedback has an impact.

THIS IS YOUR JOB

Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 800 organizations in 70+ countries. Our mission: to improve the working world by giving employees a voice and making sure their feedback has an impact.

The Role

We are looking for a Customer Success Manager to help a broad portfolio of customers in the public sector achieve their desired outcomes, ensuring they maximize the value they get from our products and services.

You play a vital role in transforming customers into advocates. It excites you to build and maintain trusted relationships and provide an exquisite customer experience.

You will be joining the team dedicated to the governmental and higher education sector within Effectory. As we service this sector in partnership with the national government, this team holds a high degree of ownership and responsibility to leverage this representative position for knowledge sharing purposes. This also means we develop our own products and services in close collaboration with our partner. This brings its own unique challenges and really requires you to act as the eyes and ears for both the customer and the company.

The salary range for this position is EUR 48.320 and EUR 60.400 gross per year OTE (86% fixed, 14% bonus).

What You’ll Be Doing

• Own Your Book of Business
  Manage ±30-40 customers in the governmental and higher education sector, driving retention and adoption in close collaboration with our consultants.
• Drive Adoption & Engagement
  Ensure consistent usage and effect by linking customer goals to our offering. Engage key stakeholders and lead sessions (quarterly reviews) to drive adoption and value.
• Enable Collaboration
  Work closely with Consulting, Support, and Onboarding to ensure a seamless customer journey and align on customer needs.
• Manage Risk & Escalations
  Handle escalations when needed and proactively mitigate risks to secure successful renewals.
• Measure Success
  Use SPICED to track outcomes, monitor account health, and run regular check-ins and success reviews (e.g., twice per year).
• Feedback Loop
  Represent the voice of the customer internally and share actionable feedback to improve the product and customer experience.

THIS IS YOU

• 2+ years of experience in Customer Success, account management, or a related customer-facing role.
• A strong customer-centric mindset and ability to manage a diverse book of Public accounts.
• Solid communication skills and the ability to engage with operational and mid-senior stakeholders.
• Comfortable owning the full customer lifecycle — from onboarding through renewal.
• Strong organizational skills to manage and prioritize multiple accounts effectively.
• Familiarity with SPICED or similar success planning frameworks is a plus.
• Fluency in Dutch

What We Offer

• Competitive base salary + holiday allowance, lucrative commission structure and company bonus
• 25 days annual leave + 4 company-wide cool-down days, your birthday off, and a day off to move house
• Option to purchase extra holidays
• Full additional parental leave for partners
• Flexible working hours (7am–7pm), hybrid working model, and up to 4 months working from abroad
• Commuter and work-from-home allowance + budget to set up your home office
• Pension and access to financial advice
• Annual Body & Mind budget for anything that energises or relaxes you
• Personal learning budget + extensive internal development opportunities
• Yearly Summer School & Winter School
• Annual events: Winter Party, Summer Party & the legendary Big Day
• A hot lunch made by our in-house chef at our Amsterdam office
• A week of fun and interactive onboarding to get to know Effectory and your new colleagues
• A sabbatical once every 5 years
• A volunteer day to support a cause you care about

This Is How It Works

• You want this job — submit your application
• We're intrigued — join a phone call to introduce yourself and ask questions
• We think it went well — we meet live (or on video) to get to know each other better
• We like each other even more — you meet potential team members and get a pleasant grilling
• We want to see you in action — you complete a case or assessment (if applicable)
• The final hurdle — we agree on terms, sign, and you start

Do you have a high level of self-support, sense of responsibility, initiative, and collaborative spirit? And are you known to use humor or a funny story to lighten the mood? Then you might just be a perfect match with us. We want to be part of creating a more diverse, equitable and inclusive world of work. Even if you don't meet every requirement, we'd still really like to hear from you.