Post-Delivery Customer Success Manager - SLAs & KPIs

Rotterdam Innovation City; Den Haag; Hybrid; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Great Place to Work certification

Commuting allowance

30 days holiday leave

Training and certifications

High-quality equipment

International team and social events

Job summary

Robin is seeking a Customer Success Manager to safeguard customer satisfaction by meeting SLAs and managing expectations across our high-tech products and services. You will be the primary post-delivery contact, coordinating with internal teams to ensure warranty coverage and timely service.

You will analyze KPIs, collaborate with Sales and Product, and support renewals while maintaining strong relationships with diverse customers across a hybrid work environment.

Qualifications

• BA degree in Engineering, Business Administration, or related field.
• 3+ years in customer service management roles in industrial or technology sectors.
• Fluency in English and Dutch (written and spoken).
• Experience with Jira and CRM software; understanding of product lifecycle and configuration management.
• Proven experience in commercial and contract management.
• Customer-focused, able to stay calm, prioritize, and de-escalate situations.
• Strong interpersonal skills across diverse cultures.

Responsibilities

• Act as key post-delivery contact to ensure service aligns with SLAs/warranties and manage first-level escalations.
• Collaborate with customer success and product teams to support broader business goals.
• Monitor service subscriptions and proactively reach out to customers.
• Analyze KPIs and report on product performance and customer satisfaction.
• Ensure off-SLA support is properly billed and documented.
• Provide feedback to sales and other departments to drive improvements.

Skills

Jira

CRM systems

Contract management

Customer focus

De-escalation

Education

BA degree or higher in Engineering/Business Administration

Job description

Robin is seeking a Customer Success Manager to safeguard customer satisfaction by meeting SLAs and managing expectations across our high-tech products and services. You will be the primary post-delivery contact, coordinating with internal teams to ensure warranty coverage and timely service.

You will analyze KPIs, collaborate with Sales and Product, and support renewals while maintaining strong relationships with diverse customers across a hybrid work environment.