Generalist

This is a fully remote position, open to applicants in Netherlands, +1 more country.

📋 Description

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

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

• Spearhead intricate technical onboarding that includes API integrations, system architecture, and data migration tasks.

• Address escalated issues as the main technical contact, partnering with engineering to resolve bugs.

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

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

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

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

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

• Propel account growth by identifying opportunities for expansion and ensure renewals by showcasing return on investment.

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

⛳️ Requirements

• 3-5 years of experience as a Customer Success Manager working with enterprise customers during onboarding.

• Proven track record in managing post-sales relationships within a SaaS environment.

• Familiarity with startup cultures and environments.

• Experience in managing technical integrations with ticketing systems.

• Proficient in CRM platforms such as Salesforce or HubSpot.

• Skilled in workflow automation tools.

• Knowledgeable in AI tools, including prompt engineering and AI-based integrations.

• Experience in project scoping and structured implementation methodologies.

• Capable of creating onboarding playbooks that define clear processes and workflows.

• Experience in managing senior stakeholders and connecting customers with engineering teams.

• Ability to coordinate effectively across engineering, support, and product teams.

• Availability during CET business hours.

• Flexibility to assist enterprise customers across various time zones.

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

• Domain expertise in enterprise SaaS, AI customer experience, or support operations is an advantage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Collaborative and innovative work environment.