Senior Customer Success & Onboarding Lead

Solera Holdings, LLC.; Den Haag; On-site; EUR 45,000 - 65,000; Full time

Job summary

A leading technology firm in The Hague seeks a Senior Customer Success Agent to ensure customer satisfaction and support onboarding. The ideal candidate has several years of experience in Customer Success, preferably within the technology or SaaS sectors. Key responsibilities include high-quality customer support, managing complex customer journeys, and monitoring onboarding progress. Excellent communication skills in English and Dutch are required, along with strong problem-solving abilities and proficiency with CRM tools.

Qualifications

• Several years of experience in Customer Success or Customer Support roles.
• Experience in technology, SaaS, or identity/security environments.
• Proven ability to manage complex customer journeys.

Responsibilities

• Provide high-quality customer support via phone, email, and chat.
• Own and support the onboarding of new customers.
• Act as the primary point of contact for customer onboarding.
• Coordinate resolution of escalated customer cases.
• Monitor onboarding progress and customer health.
• Maintain accurate records of customer interactions.
• Mentor junior Customer Success Agents.
• Contribute to process improvement and service quality.
• Ensure compliance with policies and regulations.

Skills

Customer onboarding

Problem-solving

Analytical skills

Communication in English

Communication in Dutch

Education

Vocational/university of applied sciences (HBO)

Tools

CRM systems

Ticketing systems

Job description

A leading technology firm in The Hague seeks a Senior Customer Success Agent to ensure customer satisfaction and support onboarding. The ideal candidate has several years of experience in Customer Success, preferably within the technology or SaaS sectors. Key responsibilities include high-quality customer support, managing complex customer journeys, and monitoring onboarding progress. Excellent communication skills in English and Dutch are required, along with strong problem-solving abilities and proficiency with CRM tools.