Customer Success Manager

The Opportunity

The mission of our Customer Success Management team is to facilitate our customer's success through proactive support and oversight. We strive to understand our customer’s needs and use that information to make sure that they get the most value from our product. We act as their trusted advisor and are committed to their success, because their success is our success. 

As a Customer Success Manager, you’ll get to do more than manage accounts. You’ll showcase your expertise in building relationships with our most important customers and helping them succeed. Together with your fellow colleagues in the CSM team, you will be responsible for a large customer base. More specifically, you’ll get to:

• Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionalities;

• Spur customer account growth through your deep knowledge of our product and the ability to upsell relevant payment methods

• Encourage advocacy from your customers by helping them achieve successful results and by developing trusted, long-term relationships with them

 Role responsibilities

• Focus on building relationships with our customers to ensure retention and growth;

• Work with the Customer Success Management team to ensure top customer satisfaction by resolving issues and finding quick, viable solutions;

• Turn distressed customers/situations into opportunities to delight our customers through product knowledge, and exceptional communication skills with a positive attitude;

• Complete efficient and engaging customer check-ins on all assigned customers;

• Act as a liaison with Product teams to communicate urgent customer issues;

• Show your innovative side by identifying areas for process improvement and optimization;

• Increase net promoter score;

• Report and discuss performance through available dashboards and funnel management;

  
  

Candidate requirements/profile

• 3+ years of Client Services experience as a Customer Success Specialist with direct experience in developing customer relationships that promote retention and loyalty;

• Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem-solving;

• Energetic, resourceful, and dedicated to customer success;

• Prior experience maintaining customer account information, calls, call backs, email communication, follow-up meetings, and training activities within a CRM;

• Comfortable managing relationships over the phone, through email, and in person

• Numbers driven person, CRM experience, excel experience

• Fluent in Dutch and English