Dutch speaking Enterprise Customer Success Manager

Mosaic.tech; Netherlands; On-site; EUR 85,000 - 110,000; Full time

Job summary

HiBob is seeking an experienced Enterprise Customer Success Manager to oversee a strategic portfolio across the Benelux region. You will partner with senior stakeholders in HR, IT, Finance and leadership to drive adoption, renewals, and value realization across HiBob's suite.

This high-touch role requires building executive relationships, coordinating with cross‑functional teams, and guiding customers through change programs to deliver measurable outcomes.

Qualifications

• Extensive experience in Enterprise Customer Success or strategic SaaS account management.
• Experience managing 20–30 high-touch Enterprise customers.
• Strong commercial acumen with renewals, retention and expansion.
• Experience using health, usage data to drive adoption.
• Proven ability to engage executive stakeholders including CHROs, CIOs, CFOs and senior leaders.
• Experience leading Executive Business Reviews and strategic planning sessions.
• Strong multi-threaded stakeholder management across functions.
• Fluent in Dutch and English.
• Based in the Netherlands and willing to travel across Benelux.

Responsibilities

• Own a strategic portfolio of Enterprise customers across the Benelux region.
• Build and execute tailored Success Plans aligned to customer goals and adoption milestones.
• Lead Executive Business Reviews (EBRs) and roadmap conversations with senior stakeholders.
• Develop multi-threaded relationships across HR, IT, Finance, Procurement and leadership to maximize adoption and value.
• Monitor customer health, product usage and engagement data to identify risks and opportunities.
• Develop and execute risk mitigation plans to improve retention and long-term success.
• Drive adoption across HiBob's suite of products by aligning capabilities to priorities.
• Partner with Account Managers and Renewal Managers on renewal planning and expansion opportunities.
• Represent the voice of the customer internally with Product, Engineering, Marketing and Support.
• Maintain high-quality account documentation including stakeholder maps and renewal strategies.
• Leverage AI and analytics tools to improve account preparation and engagement.

Skills

Enterprise CS

SaaS account management

Executive stakeholder management

Renewals

Data-driven approach

Cross-functional collaboration

Dutch language

English language

Travel willingness

Tools

Gainsight

Totango

Planhat

Job description

Come and be yourself with us! Being a Bobber means bringing your whole self to work - whether you're bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.

About HiBob

HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Thousands of organisations around the world rely on Bob to manage their people, improve employee experiences and support business growth. As we continue to grow across Europe, we're looking for an experienced Enterprise Customer Success Manager to support some of our most strategic customers across the Benelux region.

About the role

We're looking for an experienced Enterprise Customer Success Manager to manage a portfolio of strategic Enterprise customers across the Benelux region. This is a highly strategic, high-touch Customer Success role. You'll partner with senior stakeholders across HR, IT, Finance and executive leadership to help customers realise measurable business value from HiBob, maximise adoption across multiple products and modules, and deliver successful long-term renewal and expansion outcomes. You'll manage a portfolio of approximately 20–30 complex Enterprise customers, balancing executive engagement, commercial awareness and proactive account strategy. This role is best suited to someone who is already operating as a strategic Enterprise Customer Success Manager within a modern B2B SaaS organisation. Working closely with Account Managers, Renewal Managers, Product, Professional Services, Engineering and Support, you'll become a trusted advisor to your customers while representing the voice of the customer internally.

• Own a strategic portfolio of Enterprise customers across the Benelux region, building trusted long‑term partnerships with executive stakeholders.
• Build and execute tailored Success Plans aligned to customer business goals, adoption milestones, product usage and measurable business outcomes.
• Lead Executive Business Reviews (EBRs), strategic planning sessions, adoption workshops and roadmap conversations with senior stakeholders.
• Build multi‑threaded relationships across HR, People, IT, Finance, Procurement and executive leadership to maximise adoption and long‑term customer value.
• Monitor customer health, product usage and engagement data to proactively identify risks, opportunities and customer trends.
• Develop and execute risk mitigation plans that improve customer retention and long‑term success.
• Drive adoption across HiBob's suite of products by aligning platform capabilities to customer business priorities.
• Partner closely with Account Managers and Renewal Managers to support strategic renewal planning and identify value‑led expansion opportunities.
• Represent the voice of the customer internally by collaborating with Product, Engineering, Marketing, Professional Services and Support teams.
• Maintain high‑quality account documentation including stakeholder maps, Success Plans, executive summaries, renewal strategies and risk assessments.
• Leverage AI and customer intelligence tools to improve account preparation, customer engagement, documentation and productivity.

• Considerable experience in Enterprise Customer Success or Strategic SaaS Account Management.
• Proven experience managing large, complex Enterprise customers within a modern B2B SaaS environment.
• Experience managing strategic portfolios of approximately 20–30 high‑touch Enterprise customers or comparable enterprise account ownership.
• Strong commercial acumen with experience supporting or owning renewals, retention, expansion and customer growth.
• Experience using customer health, product usage and engagement data to proactively drive adoption, identify risks and improve customer outcomes.
• Proven ability to build credibility with executive stakeholders including CHROs, CIOs, CFOs and senior business leaders.
• Experience leading Executive Business Reviews, strategic planning sessions and value realisation conversations.
• Strong multi‑threaded stakeholder management across multiple functions and seniority levels.
• Experience working cross‑functionally with Sales, Product, Engineering, Professional Services and Support to deliver customer outcomes.
• Experience supporting customers through complex change programmes, business transformation or technical implementations.
• Comfortable using AI and automation tools to improve productivity, account planning and customer engagement.
• Excellent communication, presentation and stakeholder management skills.
• Fluent in Dutch and English (written and spoken).
• Based in the Netherlands (within commutable distance to our Amsterdam office) and able to travel across the Benelux region as required.

Nice to have

• Experience working within HR Tech, HCM, HRIS or People Technology.
• Experience managing multinational Enterprise customers.
• Experience working within a multi‑product SaaS platform.
• Familiarity with value‑selling methodologies such as MEDDPICC, MEDDIC, Sandler or similar.
• Experience using Customer Success platforms such as Gainsight, Totango, Vitally, Planhat or similar.

This role is likely to be a great fit if you:

• Enjoy managing a small portfolio of strategic Enterprise customers.
• Thrive on building executive‑level relationships and becoming a trusted advisor.
• Naturally balance customer advocacy with commercial thinking.
• Like working cross‑functionally to solve complex customer challenges.
• Enjoy using data, customer health insights and AI to deliver better customer outcomes.
• Are looking to deepen your Enterprise Customer Success career within one of Europe's fastest‑growing SaaS businesses.

This role is less suited to candidates whose experience has primarily been in:

• High-volume or scaled Customer Success.
• Customer Support.
• Professional Services or Implementation without strategic account ownership.
• New Business Sales without post‑sales Customer Success ownership.
• Operational Account Management with limited executive stakeholder engagement.