Team Lead CSM

About the role

Location: Utrecht, Netherlands
Language: English
WFH policy: Hybrid, 3 days in office
Industry: HR Tech
Product: SaaS platform for employee engagement, performance, and development
Size and functions of local team: ±25 FTE; CS team (support, implementation, success) currently 5–6 people

Role Description
Leads a team of 5–6 across support, implementation, and customer success, based in Utrecht

Joint responsibility for renewals and retention (upsell handled by Sales)

Collaborates closely with leadership across commercial and product functions

Owns customer success strategy and execution including playbooks, customer journey, adoption, and advisory

Focus areas include driving RNPS/NRR improvements, rolling out a tiering model, and boosting platform usage

Tasked with introducing AI to improve efficiency in support and CS operations

Optimising tooling and customer communication processes

Plays a central role in defining and rolling out monetisation strategies for new AI features

Expected to be hands-on, combining strategic vision with operational execution

Unique Context (Not Publicly Available)
Backed by a major software group, benefiting from access to a broader network and shared best practices

Recently launched AI features with strong focus on monetisation and user adoption

Cultural evolution underway: moving from executional focus to strategic empowerment

Client base is shifting towards mid-sized and large organisations (150–1K+ FTE)

Growth Potential
Opportunity to lead customer success initiatives towards €10M+ ARR

High-growth role with potential to evolve into VP-level responsibilities

Direct influence on product direction and commercial strategy

Join during a key scale-up phase, following transition from founder-led era

Must-Have Qualifications
3–5 years experience, ideally within B2B SaaS

Proven track record in customer-facing or customer success roles

Experience implementing new processes, playbooks, and tooling

Data-driven mindset with an outcome-oriented approach

Ability to manage the combined functions of support, implementation, and CS

Strategic thinker with hands-on execution skills

Strong cultural alignment: ambitious, proactive, fast-paced, and impact-driven

Nice-to-Haves
Experience with customer tiering, RNPS/NRR improvement

Familiarity with AI tooling and/or strategies for AI feature monetisation