Senior Customer Success Manager - SaaS (m/f/x)

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{
  "id": "1897212",
  "name": "Senior Customer Success Manager - SaaS (m/f/x)",
  "office": "Rotterdam",
  "keywords": [],
  "schedule": "full-time",
  "createdAt": "2025-01-07T17:40:43+00:00",
  "seniority": "experienced",
  "department": "Sales & Marketing",
  "occupation": "account_management_non_commissioned",
  "subcompany": "Simply Deliver B.V.",
  "employmentType": "permanent",
  "jobDescriptions": [
    {
      "name": "Your mission",
      "value": "<p style=\"margin:0px 0px 10.6667px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:justify;\"><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;\">As a Senior Customer Success Manager – SaaS (m/f/x), you are responsible for ensuring that all customers using Rail-Flow’s Software-as-a-Service solutions </span></span><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">realize the maximum possible value</span></span><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;\"> from our products.</span><span style=\"margin:0px;padding:0px;\"> </span><br style=\"margin:0px;padding:0px;\"><span style=\"margin:0px;padding:0px;\">Your core mission is to </span></span><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">systematically analyze product usage across the entire customer base</span></span><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;\">, identify deviations from expected or potential usage, and proactively intervene where needed to improve adoption, satisfaction, and long-term retention.</span> </span></p><p style=\"margin:0px 0px 10.6667px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:justify;\"><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;\">For large and strategic customers, you take a deeper, more individualized approach—engaging regularly at senior level, conducting on-site and remote reviews, and ensuring that Rail-Flow’s solutions evolve in line with customer expectations and business needs.</span> </span></p><p style=\"margin:0px 0px 10.6667px;padding:0px;font-weight:normal;font-style:normal;background-color:transparent;text-align:justify;\"><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Key </span><span style=\"margin:0px;padding:0px;\">Responsibilities</span></span><span style=\"margin:0px;padding:0px;font-size:14px;line-height:18.3458px;font-family:Arial, Helvetica, sans-serif;\"> </span></p><ul style=\"list-style-type:disc;margin-left:0px;\"><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Continuously monitor and analyze product usage across all SaaS customers </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">to assess adoption levels and </span><span style=\"margin:0px;padding:0px;\">realized </span><span style=\"margin:0px;padding:0px;\">customer value against defined expectations and benchmarks.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Systematically identify deviations </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">from expected usage or value realization and prioritize customers requiring proactive engagement.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Proactively approach customers with usage or value gaps</span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">, offering guidance, enablement, and targeted support to increase adoption and </span><span style=\"margin:0px;padding:0px;\">realized </span><span style=\"margin:0px;padding:0px;\">benefits.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Design and deliver </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">targeted enablement measures</span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">, such as </span><span style=\"margin:0px;padding:0px;\">trainings</span><span style=\"margin:0px;padding:0px;\">, refresh sessions, and best-practice workshops, to improve customer usage maturity.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Take </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">strategic ownership of key enterprise customers</span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">, including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction, value delivery, and future needs.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Act as the </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">central feedback interface between customers and Product/Engineering</span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">, translating insights,improvement ideas, and gaps into structured input for the product roadmap.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Own customer health and renewal readiness</span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">, actively tracking contract timelines,identifying churn risks early, and driving mitigation measures in close collaboration with internal teams.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Work closely with </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Sales, Product, Engineering, and Support </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">to ensure aligned customer outcomes, stable operations, and scalable customer success processes.</span></span></li><li style=\"margin-left:24px;font-family:Arial, Helvetica, sans-serif;font-size:14px;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Ensure transparency and consistency through </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">HubSpot CRM</span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">, maintaining customer context, usage insights,identified risks, actions taken, renewal outlooks, and success reporting.</span></span></li></ul>"
    },
    {
      "name": "Your profile",
      "value": "<div style=\"margin:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);\"><ul style=\"list-style-type:disc;margin-left:0px;\"><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">3+ years of experience </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">in B2B SaaS Customer Success or Account Management, ideally with enterprise customers.</span></span></li></ul></div><div style=\"margin:0px;padding:0px;color:rgb(0,0,0);font-family:'Segoe UI', 'Segoe UI Web', Arial, Verdana, sans-serif;font-size:12px;font-style:normal;font-weight:400;background-color:rgb(255,255,255);\"><ul style=\"list-style-type:disc;margin-left:0px;\"><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Proven ability to drive </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">adoption, value realization, and renewals </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">in complex customer environments.</span></span></li><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Strong analytical mindset with the ability to interpret usage data and translate insights into concrete customer actions.</span></span></li><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Excellent stakeholder management skills, from operational users to executive decision-makers.</span></span></li><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Highly motivated, structured, and able to work independently witha strong sense of ownership.</span></span></li><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Strong communication, presentation, and facilitation skills, combined with high interpersonal sensitivity.</span></span></li><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">Experience in </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">transport, logistics, rail freight, intermodal, or TMS environments </span></span><span style=\"margin:0px;padding:0px;line-height:18.3458px;\"><span style=\"margin:0px;padding:0px;\">is a strong advantage.</span></span></li><li style=\"margin-left:24px;font-size:14px;font-family:Arial, Helvetica, sans-serif;\"><span style=\"margin:0px;padding:0px;line-height:18.3458px;font-weight:bold;\"><span style=\"margin:0px;padding:0px;\">Fluency in Dutch and English is required.</span></span></li></ul></div>"
    },
    {
      "name": "Why us?",
      "value": "<ul><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Help shape the future by shifting traffic from road to rail</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Work on cutting-edge marketplace and software solutions that impact the entire logistics industry</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Become part of a dynamic, international team where senior management brings extensive experience from both corporate and startup environments</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">International work environment with locations in Frankfurt, Hamburg, Izmir, and Rotterdam</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Enjoy a high level of creative freedom and decision-making power, supported by an attractive overall package that includes:<ul style=\"margin-top:0cm;font-family:initial;font-size:initial;\"><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Hybrid working options, including fully remote work for several weeks</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Budget for your professional development</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">High-quality IT equipment of your choice</li><li style=\"font-family:Arial, Helvetica, sans-serif;font-size:14px;\">Various team events</li></ul></li></ul>"
    }
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  "occupationCategory": "customer_support_and_client_care",
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