Customer Success Manager

Summary

Join Spacewell's dynamic team as a Customer Success Manager and cultivate strong relationships with key accounts, understanding their unique business needs. Identify upselling/cross-selling opportunities and collaborate with internal teams. Develop a strong understanding of Spacewell's SaaS product and its competitive market position. Address customer inquiries, provide demos, and guide them to maximize product value. Showcase the solution's impact through success stories and implement strategies to enhance customer satisfaction and loyalty. Act as the voice of the customer, collecting and communicating feedback. Utilize data and analytics tools to monitor customer usage and provide regular reports on KPIs. Communicate account status and highlight areas for improvement. Spacewell offers a competitive salary, benefits, flexible work hours, and remote work possibilities.

Requirements

• Is proficient in the Dutch language, and has strong English skills both written and oral
• Has multiple years of experience in a customer success or commercial role in SaaS B2B
• Is comfortable using a CRM system (Salesforce)
• Has good communication & decision making skills
• Has a customer-centric mindset
• Has a can-do mentality with a problem solving mindset
• Has a curious mentality
• Has a results oriented mindset
• Has great adaptive skills for a constantly changing environment
• Is a teamplayer

Responsibilities

• Cultivate and leverage strong relationships with key accounts, understanding their unique business success factors
• Use your understanding of the customer to identify upselling or cross-selling opportunities and collaborate with various internal teams to capitalize on these opportunities
• Develop a strong high-level understanding of the Spacewell SaaS product and it’s place in the competitive marketspace
• Address inquiries, provide demos, and guide customers in maximizing their value from the product in order to boost retention of these customers
• Showcase the tangible impact of our solution through these success stories
• Implement strategies to enhance customer satisfaction and loyalty, preventing potential churn
• Act as the voice of the customer by collecting and communicating feedback on product features, usability, and overall satisfaction
• Utilize data and analytics tools to monitor customer usage patterns
• Provide regular, clear, and concise reports on customer success KPIs, customer health, and overall satisfaction
• Communicate the status of customer accounts and highlight areas for improvement or additional support

Preferred Qualifications

Preferably has some industry knowledge

Benefits

Next to the flexible work hours and remote working possibilities, you will get a salary and fringe benefits (including a leasecar) in line with your experience, 28 holidays a year and a homeworking allowance of €50,- net a month