Senior SaaS Customer Success Leader | Remote/Hybrid

Simply Deliver B.V.; Rotterdam; Hybrid; EUR 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid working options

Budget for professional development

High-quality IT equipment

Various team events

Job summary

Simply Deliver B.V. is looking for a Senior Customer Success Manager – SaaS in Rotterdam. In this role, you will ensure customers derive maximum value from Rail-Flow's software solutions, focusing on adoption, satisfaction, and retention. You will engage with strategic clients, analyze product usage, and design enablement sessions while interfacing between customers and internal teams. Required is experience in B2B SaaS environments and strong communication skills in both Dutch and English. Hybrid working options are available.

Qualifications

• 3+ years of experience in B2B SaaS Customer Success or Account Management.
• Proven ability to drive adoption and renewals.
• Strong analytical mindset with ability to interpret usage data.
• Experience in transport, logistics, rail freight, or intermodal environments is a plus.

Responsibilities

• Monitor product usage across SaaS customers to assess adoption levels.
• Identify deviations from expected usage and engage proactively.
• Design targeted enablement measures like trainings and workshops.
• Act as feedback interface between customers and Product/Engineering.
• Track contract timelines and identify churn risks early.

Skills

Customer Success Management

Analytical Skills

Stakeholder Management

Communication Skills

Tools

HubSpot CRM

Job description

Your mission

As a Senior Customer Success Manager – SaaS (m/f/x), you are responsible for ensuring that all customers using Rail-Flow’s Software-as-a-Service solutionsrealize the maximum possible valuefrom our products.
Your core mission is tosystematically analyze product usage across the entire customer base,identifydeviations from expected or potential usage, and proactively intervene where needed to improve adoption, satisfaction, and long-term retention.

For large and strategic customers, you take a deeper, more individualizedapproach—engaging regularly at senior level, conducting on-site and remote reviews, and ensuring that Rail-Flow’s solutions evolve in line with customer expectations and business needs.

KeyResponsibilities

• Continuouslymonitorand analyze product usage across all SaaS customersto assess adoption levels andrealizedcustomer value against defined expectations and benchmarks.
• Systematically identify deviationsfrom expected usage or value realization and prioritize customers requiring proactive engagement.
• Proactively approach customers with usage or value gaps, offering guidance, enablement, and targeted support to increase adoption andrealizedbenefits.
• Design and delivertargeted enablement measures, such astrainings, refresh sessions, and best-practice workshops, to improve customer usage maturity.
• Takestrategic ownership of key enterprise customers, including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction, value delivery, and future needs.
• Act as thecentral feedback interface between customers and Product/Engineering, translating insights,improvementideas, and gaps into structured input for the product roadmap.
• Own customer health and renewal readiness, actively tracking contract timelines,identifyingchurn risks early, and driving mitigation measures in close collaboration with internal teams.
• Work closely withSales, Product, Engineering, and Supportto ensure aligned customer outcomes, stable operations, and scalable customer success processes.
• Ensure transparency and consistency throughHubSpot CRM, maintaining customer context, usage insights,identified risks, actions taken, renewal outlooks, and success reporting.

Your profile

• 3+ years of experiencein B2B SaaS Customer Success or Account Management, ideally with enterprise customers.

• Proven ability to driveadoption, value realization, and renewalsin complex customer environments.
• Strong analytical mindset with the ability to interpret usage data and translate insights into concrete customer actions.
• Excellent stakeholder management skills, from operational users to executive decision-makers.
• Highly motivated, structured, and able to work independently witha strong senseof ownership.
• Strong communication, presentation, and facilitation skills, combined with high interpersonal sensitivity.
• Experience intransport, logistics, rail freight, intermodal, or TMS environmentsis a strong advantage.
• Fluency in Dutch and English is required.

Why us?

• Help shape the future by shifting traffic from road to rail
• Work on cutting-edge marketplace and software solutions that impact the entire logistics industry
• Become part of a dynamic, international team where senior management brings extensive experience from both corporate and startup environments
• International work environment with locations in Frankfurt, Hamburg, Izmir, and Rotterdam
• Enjoy a high level of creative freedom and decision-making power, supported by an attractive overall package that includes:
  • Hybrid working options, including fully remote work for several weeks
  • Budget for your professional development
  • High-quality IT equipment of your choice
  • Various team events