About the role
Location: AmsterdamLanguage: Dutch
WFH policy: Hybrid (2–3 days/week in office, more during onboarding)
Industry: HRTech
Product: L&D SaaS platform with certification, learning marketplace, and academy features
Local team setup: 7 Enterprise CSMs (mix of senior/medior), separate implementation team, strategic AM team
Scope / Responsibilities
• Manage ±30 high-touch enterprise accounts
• Portfolio mainly in construction, manufacturing, energy, and staffing & recruitment (±75%)
• Focus on post-go-live adoption, license-based upsell, and multi-year renewals
• Cross-sell (e.g. new modules) done in collaboration with Strategic AMs
• Full ownership of user-based upsell + renewals
• Exposure to technical integrations (e.g. certification platforms)
• Close collaboration with implementation team (go-live support starts ~1 month pre-launch)
Targets / KPIs (team-based)
• 40% gross retention
• 40% net revenue retention (NRR)
• 20% marketplace revenue (learning portal usage)
Additional context
• Portfolio verticalisation underway (moving toward clearer industry focus in Q1)
Unique selling points (internal)
• Flat structure with strong autonomy/ownership culture
• Direct impact on Customer Success strategy due to current phase of verticalisation
Must-haves
• Minimum 3 years Customer Success experience
• Experience managing enterprise / high-touch accounts
• Comfortable working independently and owning a portfolio
• Available 4 or 5 days/week (min 0.8 FTE)
• On-site 2–3 days/week
• Comfortable in unstructured, evolving processes
• Familiar with CS tooling + SaaS pricing models
Nice-to-haves
• HRTech experience and/or SaaS experience
• Experience with construction, manufacturing, energy, or recruitment clients
• Account management background
• Affinity with technical use cases (e.g. certification workflows)
Convinced? Apply immediately!
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