A technology provider for mid-market and enterprise B2B SaaS customers, the organisation runs a consolidated customer success function that supports both SME and large accounts. This role exists to strengthen account consolidation and business process management across the customer lifecycle, combining portfolio management with hands-on project coordination and product feedback.
The mission
The Customer Success Manager will sit in a team of about nine customer-facing professionals covering SME success, enterprise success and care. The technical landscape includes a CRM for account management, a support platform for care ticketing and product roadmaps informed by customer usage data. Your work matters because improving onboarding and retention across enterprise accounts increases recurring revenue and reduces time to value for clients.
Day to day you will own a book of enterprise accounts and lead onboarding, adoption and renewal activities. You will coordinate cross-functional delivery with Sales, Product and Tech, run project plans from kick-off to go-live, and act as the senior escalation contact for complex customer issues. You will also synthesise client feedback into actionable product requests and maintain operational playbooks that reduce manual work.
Your responsibilities
- Own and grow a portfolio of enterprise accounts, improving adoption and retention metrics for each client.
- Lead end-to-end customer projects, coordinating stakeholders and delivering to agreed timelines and quality standards.
- Drive account consolidation initiatives, simplifying multi-entity client setups and reducing operational overhead.
- Translate customer needs into structured product requirements and prioritised feedback for the product team.
- Improve business processes and automation to remove repetitive tasks, increase team capacity and standardise handovers.
- Manage and mentor direct reports, running performance reviews and establishing clear objectives for the customer success team.
Your profile
Essential skills
- 5+ years in Customer Success, Account Management or Operations, with proven experience in a B2B SaaS environment.
- Demonstrable experience in account consolidation, business process management and portfolio management.
- Strong project management capability, able to run multiple concurrent client projects with attention to risks and milestones.
- Experience with CRM and support platforms, for example HubSpot and Intercom, and familiarity with task tracking tools such as Notion or Linear.
- Proven people management experience, including coaching, performance reviews and team development.
- Fluent English, strong written and verbal communication skills, and a data-driven approach to decision making.
Languages
- English, C1 or higher
- French and/or Dutch, B2 or higher is a strong asset
Education
- Bachelor degree or equivalent experience in a related field