Senior Manager, Customer Success Operations

Assent Inc.; Amsterdam; Hybrid; EUR 100,000 - 115,000; Full time

Benefits offered by this job

Competitive base salary

Corporate bonus program

Retirement savings options

Flexible work options

Job summary

Assent Inc. in Amsterdam is seeking a Manager of Customer Success to lead a multifaceted team of Customer Success Managers, ensuring strong delivery outcomes and successful initiatives within the Customer Experience department.

The role combines strategic leadership with hands-on operations: mentoring CSMs, managing account transitions, collaborating with remote international teams, and driving customer retention, upsell, and overall value for our global client base.

Qualifications

• 5-8 years of experience in a customer success management, consulting, or project management role.
• Two+ years mentoring/leading teams, with a passion for developing others.
• Strategic and business-minded with a focus on operational excellence.
• Strong teamwork and willingness to contribute to a diverse resource pool.
• Excellent time management and organizational skills with multiple clients.

Responsibilities

• Manage day-to-day operations of the Customer Success team, including recruiting, coaching, mentoring, and engaging CSMs.
• Plan and manage transitions of accounts between CSMs to optimize satisfaction and workloads.
• Develop CSMs through performance management and training initiatives; provide leadership guidance.
• Promote a productive, collaborative, service-oriented culture within the team.
• Coordinate with Assent’s remote international workforce to maintain productivity and effectiveness.
• Support customer escalations with the assigned account team to ensure timely resolution.
• Set clear goals aligned with company objectives focusing on retention, satisfaction, upselling and cross-selling.
• Provide feedback to Senior Managers and VP on function needs to meet objectives.
• Track and report key KPIs to monitor performance and identify improvements.

Skills

Customer Success Management

Team Leadership

Strategic Thinking

Cross-functional Collaboration

Time Management

Job description

Assent Inc. in Amsterdam is seeking a Manager of Customer Success to lead a multifaceted team of Customer Success Managers, ensuring strong delivery outcomes and successful initiatives within the Customer Experience department.

The role combines strategic leadership with hands-on operations: mentoring CSMs, managing account transitions, collaborating with remote international teams, and driving customer retention, upsell, and overall value for our global client base.