Digital Customer Success Manager - Benelux

Job Description:

Co-manage and retain ~1,300 small-to-mid market customers in Benelux with another Digital CSM.
Use product data, AI, automation, and localized multi-channel outreach to drive product adoption and impact Gross Revenue Retention (GRR).
Hands-on role to test, roll out, and iterate digital initiatives in a growth-stage SaaS environment.

12-Month Journey:

First 3 months: Learn team, products, customer dynamics; join calls; manage select reactive requests; build product empathy.
Within 6 months: Lead design and rollout of digital program (e.g., onboarding or churn-prevention) in Benelux; partner with Account Managers on renewal/upsell opportunities.
After 1 year: Establish scalable programs increasing product adoption; become key driver of long-term retention.

What You’ll Be Doing:

Customer Success at Scale: Proactively guide and safeguard the segment using scalable one-to-many communication rather than traditional relationship-heavy 1:1 management.
Drive Digital Adoption & Retention Programs: Develop roll out iterate on digital programs utilizing channels such as email in-app banners chats videos webinars tailored for Benelux audience.
Analyze Customer Data & Insights: Regularly monitor segment retention adoption engagement metrics identify patterns target silent low-engagement accounts measure campaign effectiveness.
Surface Growth & Expansion Signals: Monitor regional usage signals identify qualify upsell cross-sell opportunities passing actionable leads local AM team.
Collaborate Cross-Functionally: Partner closely peer Benelux Digital CSM local Account Management Support Ops Product Marketing Product scale customer outcomes launch seamless digital workflows.

What You Bring:

Communication: Strong written verbal communication skills Dutch (minimum C1 level or higher) English (minimum B2 level or higher).
Confident Customer Engagement: Experience customer-facing roles proven ability drive outcomes interactions no stage fright enjoy engaging strangers feel right home presenting webinar both Dutch English.
A Systems Mindset: Natural process-oriented thinking enjoy organizing chaotic workflows look ways scale work comfortable working data dashboards (Metabase) pattern-spotting Experience systems Planhat HubSpot Intercom highly valued.