Customer Success Manager

Our engineering, trust and safety, and customer support teams work across offices in Rotterdam and several other countries. Traffic during holiday peaks can reach ten times normal levels, and the platform is built for it. Product reviews happen on Thursdays, with demos of whatever shipped that week.

Waal Online is hiring a CSM for the Strategic Accounts segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote position. Most of the team is in Rotterdam, but nobody is required to come in. Normal working hours, Monday to Friday.

Duties

• Coordinate with support on open tickets for your accounts.
• Build success plans with measurable goals for each account.
• Report monthly on churn risk and saves.
• Run quarterly business reviews with customer stakeholders.
• Drive renewals alongside the commercial team, starting 120 days out.
• Recruit happy customers for references and case studies.
• Escalate product bugs and feature requests through Jira with clear context.

What we're looking for

• 3-5 years in customer success, account management or implementation at a SaaS company.
• Bachelor's degree or equivalent experience.
• Travel up to 15%.
• Experience managing renewals or retention targets.
• Familiar with Gainsight, ChurnZero, Totango or a similar CS platform.
• Calm under pressure when a customer is angry.

Benefits

Pay: €4,000 to €5,300 monthly

• Pension scheme.
• 8% holiday allowance.
• Training budget.

Only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Waal Online.