Digital Customer Success Manager (Benelux)

Recruitee; Amsterdam; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Flexible hours

Training budget

Mental health support

MacBook & accessories

Fitness subscription

Work from anywhere

Job summary

Tellent seeks a Digital Customer Success Manager for Benelux to partner with a fellow CSM and manage 1,300 small-to-mid market customers. You will leverage product data, AI, and automation to drive adoption and directly impact Gross Revenue Retention.

Initially, you’ll learn the team and tools, handle high-value requests, and translate patterns into scalable digital solutions. After 6–12 months, lead end-to-end digital programs and collaborate with AMs to uncover growth opportunities.

Qualifications

• Experience in customer-facing roles with ability to drive outcomes.
• Strong written and verbal communication in Dutch (C1+) and English (B2+).
• Entrepreneurial mindset with a drive to design and build new processes.
• Comfortable working with data, dashboards (e.g., Metabase), and cross-functional collaboration.

Responsibilities

• Design, localization, and rollout of a digital program in the Benelux market.
• Partner with Account Managers to translate data trends into renewal and upsell opportunities.
• Monitor Benelux segment retention, adoption, and engagement metrics.
• Scale digital workflows and multi-channel outreach to drive adoption and retention.

Skills

Dutch (C1+)

English (B2+)

Strong communication

Self-starter

Systems mindset

Data-driven decision making

Customer engagement

Tools

Metabase

Planhat

HubSpot

Intercom

Job description

• As a Digital Customer Success Manager for the Benelux market, you will partner closely with another Digital CSM to co-manage and retain a critical segment of roughly 1,300 small-to-mid market customers in the Benelux region. Instead of traditional 1:1 management, you will leverage product data, AI, automation, and localized multi-channel outreach to drive product adoption and directly impact Gross Revenue Retention (GRR)
• This is a highly visible, hands-on opportunity for an operations-minded self-starter to test, roll out, and iterate digital initiatives in a dynamic growth-stage SaaS environment
• During the first 3 months: You will get to know the team, the products, and our customer dynamics. You’ll join customer calls, master Tellent’s digital CS tools, and manage select, high-value reactive customer requests to build baseline product empathy, always with the goal of translating these patterns into scalable, automated solutions
• Within 6 months: Spearhead the end-to-end design, localization, and rollout of a critical digital program (such as onboarding or churn-prevention) in Benelux market. You will partner actively with Account Managers to translate data-driven usage trends into concrete renewal and upsell opportunities
• After 1 year: You have truly left your mark on our digital customer journey! By building and scaling programs that measurably increase product adoption, you have turned your ideas into standard operating processes and established yourself as a key driver of Tellent’s long-term retention
• Customer Success at Scale: Proactively guide and safeguard the segment using scalable, one-to-many communication rather than traditional relationship-heavy 1:1 management
• Drive Digital Adoption & Retention Programs: Develop, roll out, and iterate on digital programs utilizing channels such as email, in-app banners, chats, videos, and webinars, primarily tailored for our Benelux audience
• Analyze Customer Data & Insights: Regularly monitor Benelux segment retention, adoption, and engagement metrics to proactively identify patterns, target silent or low-engagement accounts, and measure campaign effectiveness
• Surface Growth & Expansion Signals: Monitor regional usage signals to identify and qualify upsell or cross-sell opportunities, passing these actionable leads directly to the local AM team
• Collaborate Cross-Functionally: Partner closely with your peer Benelux Digital CSM, local Account Management, Support, Ops, Product Marketing, and Product to scale customer outcomes and launch seamless digital workflows

Benefits

• Hybrid work: You decide if and when you want to come to one of our offices.
• Flexible hours: Our employees can choose which working hours are the best for them
• Training budget: Up to €1500 per year for your personal development. You will keep your skills sharp
• Well-being support: Direct, free, and easy access to professional mental health support (provided by OpenUp)
• Equipment: We offer everyone a MacBook, a screen and Apple accessories
• Fitness subscription: We offer everyone a sports card that is acceptable in many fitness facilities.
• Work from anywhere: Take your laptop and work from anywhere (for up to 4 weeks/year)

• Adaptability: You thrive in an environment that is not heavily predefined and are excited by the opportunity to help design and build new processes from scratch
• Confident Customer Engagement: Experience in customer-facing roles with a proven ability to drive outcomes through your interactions. You have no stage fright, genuinely enjoy engaging with strangers, and feel right at home presenting a webinar in both Dutch and English
• Self-Starter: An entrepreneurial mindset with a natural drive to innovate. You proactively seek out answers independently, experiment with solutions, and don’t wait for a manual to make processes run better
• Communication: Strong written and verbal communication skills in Dutch (minimum C1 level or higher) and English (minimum B2 level or higher)
• A Systems Mindset: Natural process-oriented thinking; you enjoy organizing chaotic workflows, look for ways to scale your work, and are comfortable working with data, dashboards (like Metabase), and pattern-spotting. Experience with systems like Planhat, HubSpot, and Intercom is highly valued