Senior Customer Success Lead — Onboarding & Adoption

Solera Corporation; Den Haag; On-site; EUR 52,000 - 76,000; Full time

Job summary

Digidentity, part of Solera, in The Hague seeks a Senior Customer Success Agent to ensure onboarding success and long-term customer satisfaction. You will act as senior point of contact for customers, including enterprise, guiding adoption of Digidentity solutions.

Collaborate with Sales, Product, Engineering and Ops to maintain a smooth customer journey, monitor health indicators, escalate when needed, and mentor junior agents while upholding data protection and security standards.

Qualifications

• Vocational/university of applied sciences (HBO) level thinking and working.
• Several years of experience in Customer Success, Customer Support, or a related role, preferably in a technology, SaaS, or identity/security environment.
• Proven experience supporting customer onboarding and managing complex customer journeys.

Responsibilities

• Provide prompt, professional, and high-quality customer support via phone, email, and chat, handling both standard and complex enquiries.
• Own and support the onboarding of new customers, including enterprise customers, ensuring a structured handover from Sales to Customer Success.
• Act as the primary point of contact during onboarding, guiding customers through setup, verification flows, and initial usage of Digidentity solutions.
• Take ownership of escalated or complex customer cases and coordinate resolution with internal teams to ensure timely outcomes.
• Monitor onboarding progress and customer health indicators, proactively identifying risks, delays, or adoption challenges.
• Maintain accurate and detailed records of customer interactions, onboarding milestones, and outcomes in CRM and ticketing systems.
• Mentor and support junior Customer Success Agents, sharing knowledge, best practices, and product expertise.
• Contribute to the continuous improvement of onboarding processes, internal documentation, and service quality standards.
• Ensure all customer interactions comply with company policies, security requirements, and data protection regulations.

Skills

Customer Success

Onboarding

English

Dutch

CRM systems

Analytical thinking

Problem solving

Cross-functional collaboration

Independent worker

Education

HBO degree or equivalent

Tools

CRM software

Ticketing systems

Job description

Digidentity, part of Solera, in The Hague seeks a Senior Customer Success Agent to ensure onboarding success and long-term customer satisfaction. You will act as senior point of contact for customers, including enterprise, guiding adoption of Digidentity solutions.

Collaborate with Sales, Product, Engineering and Ops to maintain a smooth customer journey, monitor health indicators, escalate when needed, and mentor junior agents while upholding data protection and security standards.