Customer Success Manager

Job description

Within our fast-growing Tech scale-up, we are looking for a (Senior) Customer Success Manager to join our Customer Success team. Looking for the next step in your career with the right amount of challenge, personal growth and good career opportunities? Want to work in an informal environment with a team of motivated and enthusiastic colleagues? Then this position might be something for you!

About SmartLockr

SmartLockr supports organizations with their data security to ultimately prevent data leaks. What once started as a safe email solution, has now become a leading Intelligent Data Protection Platform. What makes our platform intelligent? With Machine Learning algorithms we downsize the risks of human error by proactively warning the user on mistakes, which can lead to a data breach.


Although our headquarters is in Amsterdam, we have developed a global mindset. We value transparency, dedication and personal growth. By having a flat organizational structure, your input and opinion are of equal importance to us to work towards our main goal: helping organizations to work and communicate safely.


Customer Success Manager SmartLockr

As our new Customer Success Manager you will be responsible for our customers’ success, ensuring our customer satisfaction and proactively identify and communicate customers' needs and desires. In this role you will manage a set of Key Customers, with a focus on maintaining and growing renewal rates and establishing relationships with a particular focus on retention and identifying opportunities for upsell. 


Your daily tasks and responsibilities

  • Ensure our customer satisfaction, account renewal, and account growth;
  • Become a SmartLockr Expert and educate customers on the use and the benefits of our software;
  • Assist with onboarding of new customers;
  • Provide pre-sales and post-sales renewal support;
  • Troubleshoot technical and non-technical challenges;
  • Maintain a revenue base by managing account retention and renewal;
  • Drive upgrade revenue through increase product adoption and increase usage;
  • Communicate user feedback and actively participate in feature roadmap creation;
  • Build and foster strong relationships with all levels of staff at customer organizations.

Requirements

Who you are

  • 5+ years of experience in a customer-facing role, such as Customer Success or Account Management;
  • Experience working with Key Customers;
  • Relevant experience in SaaS or IT is a big plus;
  • Able to emphasize and understand customer needs;
  • Strong organizational and follow up skills;
  • Proactive and can-do attitude, always looking for improvements;
  • A data-driven approach, with strong knowledge of performance metrics and KPI's; 
  • Proficiency with MS Office and CRM systems;
  • Outstanding verbal and written communication in Dutch is a must (English is a plus).


What we offer

  • A great opportunity to make an impact in a fast-growing Security/Tech scale-up;
  • Room for personal development and good career opportunities;
  • A competitive salary and working on the newest technologies;
  • An informal, transparent and open culture;
  • And a good amount of fun, Friday drinks, team outings and many table-football/ping-pong competitions to join!