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AI Summary
As a Customer Success Manager, you will be responsible for helping Siteimprove customers succeed and grow with our platform.
You will manage a portfolio of customers and support them through a mix of 1:1 engagement and scalable programs (such as webinars, onboarding journeys, and digital campaigns). Your focus will be to drive product adoption, retention, and expansion while helping customers realize measurable value.
In this role, you will work with customer data, automation, and structured playbooks to deliver Customer Success at scale. You will collaborate closely with Sales, Marketing, Services, and Support to ensure consistent and strong customer experience.
This role is suited for someone who is commercial driven, curious, ambitious, and eager to learn in a fast-paced SaaS environment.
\n- Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion)
- Meet and exceed overall customer gross and net retention goals with assigned customers
- Contribute to retention and identify opportunities for growth within your portfolio
- Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams
- Act as the voice of the customer internally and ensure feedback is shared across teams
- Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys)
- Support development of repeatable playbooks and scaled engagement models
- Contribute to scalable onboarding, adoption, and retention initiatives across customer segments
Data-driven & Digital Engagement
- Use CRM and Customer Success Platform to manage customer activity and priority actions
- Analyze customer data to identify trends, risks, and opportunities
- Leverage templates, automations, and campaigns to improve efficiency and consistency
- Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences
- 2+ years in customer-facing role (Customer Success, Account Management, Support, or similar)
- Experience managing a portfolio of customers
- Strong communication skills with the ability to engage customers in 1:1, 1:many and through digital formats
- Comfortable working with tools such as CRM systems and customer success platforms
- Analytical mindset with an ability to interpret data and take action
- Native-level Dutch and professional English proficiency
- Travel as needed
- Experience working in a SaaS or subscription-based environment
- Exposure to scaled or digital customer engagement (e.g., webinars, office hours, campaigns)
- Familiarity with Customer Success Platforms (e.g., Planhat, Gainsight, Totango)
- Interest in automation, AI, and data-driven workflows
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