Customer Success Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Facilitate the onboarding process for customers and ensure effective implementation of the platform, acting as a bridge between customers and the engineering team.

• Oversee integrations with ticketing systems and workflows, while establishing clear operational processes.

• Lead intricate technical onboarding that includes API integrations, system architecture, and data migrations.

• Address escalations as the primary technical contact, partnering with engineering to resolve bugs.

• Provide guidance on security measures, authentication, and best practices for scaling infrastructure.

• Analyze usage data to enhance platform performance and pinpoint underutilized features.

• Convert technical documentation into accessible training materials for non-technical teams.

• Perform business review health checks to ensure product performance aligns with client objectives.

• Actively monitor customer health to mitigate churn and uncover growth possibilities.

• Propel account expansion by recognizing opportunities and securing renewals by demonstrating return on investment (ROI).

• Represent customer interests by transforming feedback into organized product feature requests.

⛳️ Requirements

• 3-5 years of experience as a Customer Success Manager, focused on onboarding enterprise customers, managing post-sales relationships in SaaS, working in startup environments, and dealing with technical integrations with ticketing systems.

• Proficiency with CRM tools such as Salesforce or HubSpot, along with experience in workflow automation tools.

• Familiarity with AI tools, including prompt engineering and AI-driven integrations.

• Experience in project scoping, structured implementation processes, and developing onboarding playbooks that outline clear workflows and work processes.

• Capability to manage senior stakeholders and serve as a liaison between customers and engineering, including coordinating efforts across engineering, support, and product teams.

• Must be available during CET business hours with the flexibility to assist enterprise customers across various time zones.

• A Bachelor's degree in business, communications, computer science, or a related field is advantageous.

• Experience in enterprise SaaS, AI customer support, or support operations is a plus.

🏝️ Benefits

• **What We Offer**

• Backed by Y Combinator with significant market traction, we are experiencing growth and are trusted by well-known enterprise clients.

• Exceptional career advancement opportunities; early team members can evolve into leadership roles as we expand globally.

• Genuine ownership; your contributions will be recognized and valued across the company.

• A high-trust environment with no politics or bureaucracy; we prioritize agility and mutual support.

• Competitive compensation with top-market salaries, equity, and comprehensive benefits.