Strategic Customer Success Manager — Hybrid, Global SaaS

Sowelo Consulting sp. z o.o.; Amsterdam; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Sowelo Consulting sp. z o.o. is seeking a Customer Success Manager to join its European team. You will act as a strategic advisor, nurturing long-term relationships with customers and leading the account team to ensure success.

You will collaborate across departments, understand product value, and communicate usage to meet client needs. The role involves managing 40 accounts, driving retention and expansion, and delivering insights to stakeholders.

Qualifications

• Minimum of 4 years in customer success, account management, or strategic consulting roles within customer-facing capacities.
• Experience in SaaS or a retail-related background.
• 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 and Dutch.

Responsibilities

• 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 40 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.

Skills

Relationship building

Account management

Strategic consulting

SaaS

Cross-functional collaboration

Data analysis

Fluent English

Dutch language

Job description

Sowelo Consulting sp. z o.o. is seeking a Customer Success Manager to join its European team. You will act as a strategic advisor, nurturing long-term relationships with customers and leading the account team to ensure success.

You will collaborate across departments, understand product value, and communicate usage to meet client needs. The role involves managing 40 accounts, driving retention and expansion, and delivering insights to stakeholders.