Founding Customer Experience Manager - Netherlands

Hero Software; Haarlem; Hybrid; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working hours

Remote-friendly setup

30 days annual leave

Learning budget 800 euros

Job summary

HERO Software GmbH is expanding in the Netherlands and seeks a first dedicated Customer Experience owner. You will onboard Dutch customers, resolve complex product and workflow issues, and design scalable processes with cross-functional teams.

The role combines hands-on support with building self-service capabilities for the growing customer base. You will work with the central CX team and local stakeholders to translate insights into improvements, establish processes, and help HERO scale in the

Qualifications

• Fluent in Dutch and English, both spoken and written.
• Experience in customer support, customer success, onboarding or another customer-facing SaaS role.
• Ability to take ownership of customer questions from start to resolution.

Responsibilities

• Be the primary contact for Dutch customers needing HERO support.
• Answer questions and resolve product, workflow and integration issues (Exact, SnelStar, 2BA).
• Onboard new Dutch customers and help them reach value with HERO quickly.
• Manage complex cases with clear communication and cross-team coordination.

Skills

Dutch

English

Customer support

Customer success

Onboarding

SaaS

Problem solving

Ownership

Tools

AI support tools

Chatbot systems

Help-center platforms

Automation tools

Job description

Your career oportunity (from 01.12.2026)

At HERO Software, we build the software that trade businesses run on. We help professionals be as strong in their business as they are in their craft. As part of our growth strategy we launched in the Netherlands in 2025 and are now expanding.

As our first dedicated Customer Experience owner for the Netherlands, you will build the foundation for how Dutch customers experience HERO. You will combine hands-on onboarding and support with developing the processes, workflows and self-service solutions needed as our customer base grows.

Working closely with our central German Customer Experience team, Product, Sales and Engineering, you will turn local customer insights into scalable improvements. This is an entrepreneurial role with broad ownership and the opportunity to shape HERO’s future Customer Experience organization in the Netherlands.

Your Mission

• Being the primary point of contact for Dutch customers who need support with HERO
• Answering customer questions and resolving product, workflow and integration issues, including topics related to Exact, SnelStart and 2BA
• Onboarding new Dutch customers and helping them reach value with HERO quickly
• Managing complex cases that require personal attention, clear communication and coordination with other teams
• Using customer insights and operational data to identify friction points and prioritize improvements
• Working closely with the central Customer Experience team to ensure that help content, chatbot flows, onboarding materials and support processes work well for the Dutch market
• Helping establish effective customer experience processes as HERO grows in the Netherlands

Your Superpowers

• Based in the Netherlands and able to regularly visit our operations location, De Koepel in Haarlem
• Fluent in Dutch and English, both spoken and written
• Experience in customer support, customer success, onboarding or another customer-facing SaaS role
• Strong troubleshooting skills and the ability to take ownership of customer questions from start to resolution
• Able to translate recurring customer issues into standardized, automated or self-service solutions
• Proactive and hands-on, with the flexibility to operate in a growing market where not every process is established yet
• Empathy, clarity and credibility when working with trade and small-business customers
• Experience with AI support tools, chatbot systems, help-center platforms or automation tools is a plus, but not a requirement - affinity with the trade market or market-entry projects is also a plus

Our Promise

Flexibility & mobility

• Flexible working hours and a remote-friendly setup

• 30 days of annual leave (including 24 and 31 December) plus additional days off (wedding, relocation, birth)

Career & Development

• An annual learning budget, currently 800 euros, for courses, books, or coaching
• Regular feedback and development conversations to support you in reaching your career goals
• The opportunity to become HERO’s first dedicated Customer Experience owner in the Netherlands and build the local function from the ground up
• A steep learning curve and direct impact on how HERO scales in the Netherlands

Teamspirit

• Sensational summer and Christmas parties as well as regular team events
• Annual co-workations with the HERO team elsewhere in the EU
• An open, collaborative, and international team environment

Want to know more?
Here you can find more information and impressions about us:

• Feel free to take a look at our application process on our careers page
• Get an even better impression of us from the reviews on our Kununu profile
• @weare_herosoftware on Instagram and HERO Software on LinkedIn!

We expressly encourage women as well as non-binary and trans* people to apply for this position. Applicants with severe disabilities will be given preference where qualifications are equal.

Salary Range: 50.000 - 70.000 Euro/year