As a Customer Success Manager, you will be responsible for helping Siteimprove customers succeed and grow with our platform.
You will manage a portfolio of customers and support them through a mix of 1:1 engagement and scalable programs (such as webinars, onboarding journeys, and digital campaigns). Your focus will be to drive product adoption, retention, and expansion while helping customers realize measurable value.
In this role, you will work with customer data, automation, and structured playbooks to deliver Customer Success at scale. You will collaborate closely with Sales, Marketing, Services, and Support to ensure consistent and strong customer experience.
This role is suited for someone who is commercial driven, curious, ambitious, and eager to learn in a fast-paced SaaS environment.
What you will be doing
Portfolio & Customer Outcomes
Manage a portfolio of customers across the lifecycle (post-implementation to renewal and expansion)
Meet and exceed overall customer gross and net retention goals with assigned customers
Contribute to retention and identify opportunities for growth within your portfolio
Support renewal and expansion conversations in collaboration with Sales, Services and Renewals teams
Act as the voice of the customer internally and ensure feedback is shared across teams
Scaled Program Execution
Execute 1:many customer engagement programs (e.g., webinars, office hours, onboarding and adoption journeys)
Support development of repeatable playbooks and scaled engagement models
Contribute to scalable onboarding, adoption, and retention initiatives across customer segments
Data-driven & Digital Engagement
Use CRM and Customer Success Platform to manage customer activity and priority actions
Analyze customer data to identify trends, risks, and opportunities
Leverage templates, automations, and campaigns to improve efficiency and consistency
Suggest improvements to processes, programs, and ways of working that positively impacts customer experiences
What we will require of you
2+ years in customer-facing role (Customer Success, Account Management, Support, or similar)
Experience managing a portfolio of customers
Strong communication skills with the ability to engage customers in 1:1, 1:many and through digital formats
Comfortable working with tools such as CRM systems and customer success platforms
Analytical mindset with an ability to interpret data and take action
Native-level Dutch and professional English proficiency
Travel as needed
What we will love about you
Experience working in a SaaS or subscription-based environment
Exposure to scaled or digital customer engagement (e.g., webinars, office hours, campaigns)
Familiarity with Customer Success Platforms (e.g., Planhat, Gainsight, Totango)
Interest in automation, AI, and data-driven workflows
