Senior Customer Success Manager - Hybrid work

Sowelo Consulting sp. z o.o.; Utrecht; Hybrid; EUR 70,000 - 110,000; Full time

Job summary

Sowelo Consulting is seeking a Senior Customer Success Manager to join our European Customer Success team. You will act as a strategic advisor to foster long-term relationships with customers while leading the account team, working across departments to maximise value and usage of our SaaS products.

You'll manage a portfolio of 15–25 accounts, monitor customer health and KPIs, identify upsell opportunities, and drive retention and expansion through consultative engagement.

Qualifications

• Experience in customer success or account management for enterprise customers.
• Ability to build relationships with senior leaders and stakeholders.
• Proven track record of meeting/exceeding targets and driving renewals.

Responsibilities

• Build and maintain relationships with decision-makers and stakeholders.
• Identify goals, challenges, and upsell opportunities for accounts.
• Drive product value and adoption to support upselling.
• Conduct regular check-ins to evaluate satisfaction and growth potential.
• Manage a portfolio of 15–25 accounts (enterprise & multiproduct).
• Monitor risks to retention and report on KPIs and health scores.
• Lead cross-functional account teams to address challenges and achieve goals.
• Communicate product value and alignment with customer objectives.

Skills

Customer success

Account management

Strategic consulting

Stakeholder management

Data analysis

Upselling

Job description

Do you enjoy nurturing strong, long-lasting relationships with customers?

Are you a self-starter who is not afraid to take the initiative?

Great! So please take a few minutes and read about your potential new job

You could join our clients rapidly growing SaaS software company which operates on a global scale. We're looking for a Senior Customer Success Manager to join the European Customer Success team.

You would act as a strategic advisor, responsible for fostering and maintaining long-term relationships with customers while leading the account team.
You will collaborate across departments to assess the status, identify opportunities, and address challenges for each assigned account. With in-depth knowledge of all products, the Customer Success Manager effectively communicates their value and usage to meet client needs. You will be building and nurturing strong relationships with senior leadership which is essential for achieving success in this position.

Your tasks will include:

• Build and maintain strong relationships with decision-makers and stakeholders.
• Identify customer goals, challenges, and needs to recommend appropriate upsell opportunities.
• Drive product value and adoption to support future upselling initiatives.
• Conduct regular check-ins with customers to evaluate satisfaction, resolve potential concerns, and highlight areas for growth or improvement.
• Manage a portfolio of up to 15 - 25 accounts, comprising a mix of enterprise and multiproduct customers.
• Monitor and address risks to account retention, proactively ensuring customer success.
• Track and report key performance metrics, including customer health, satisfaction, product usage, and other relevant KPIs, while sharing actionable insights with both internal teams and customers.
• Identify opportunities to expand customer wallet share by analyzing needs, business goals, and product utilization.
• Meet retention and expansion targets by employing consultative sales strategies.
• Effectively communicate the distinct value of products and services, aligning them with the customer’s business objectives and addressing core challenges.
• Lead account teams by coordinating efforts across internal stakeholders to address customer challenges and achieve shared goals.

To be a good fit for the Senior Customer Success Manager role, you will have:

• Minimum of 6years of experience in customer success, account management, or strategic consulting roles within customer-facing capacities.
• Proven expertise in addressing and supporting complex and strategic enterprise customer requirements.
• Demonstrated success in consistently achieving and exceeding targets.
• Adept at building strong relationships and establishing trust with customer stakeholders to drive desired outcomes.
• Exceptional listening skills with the ability to comprehend, articulate, and resolve complex issues for both technical and non-technical audiences.
• Strong analytical abilities, utilizing customer data to inform decisions, drive results, and provide actionable recommendations.
• Fluent in spoken and written English.

Nice To Have Experience with:

• Additional languages such as French, German, or Spanish.
• Experience in SaaS or a retail-related background.

Reasons to join:

• You will be part of the team that drives the digital transformation of supply chain industry
• You will join the company that combines innovation with corporate social responsibility
• Being a part of a global brand that is evolving in customer-centric projects
• Hybrid work model where you can go into the office 1 day per week

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością with its registered seat in Cracow (LLC) registered in National Court Register (KRS) under no. 0000671136, our Employees and Subcontractors (jointly referred to as the Company).

Sowelo Consulting sp. z o.o. (LLC) is entered in the register of employment agencies under the number: 35288

Our candidate selection process relies entirely on human judgment. We explicitly avoid using automated screening algorithms or AI-driven scoring systems for any part of the assessment. Every single profile is reviewed personally by our experienced recruiters, ensuring a thorough and unbiased consideration of your fit.