Cronofy

Senior Customer Success Manager

Cronofy

full-time

Posted on:

Location Type: Hybrid

Location: Amsterdam • Netherlands

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Salary

💰 €60,000 - €80,000 per year

Job Level

Senior

About the role

  • You’ll own a portfolio of around ~100 customers, guiding them through the entire lifecycle, from onboarding and adoption to renewal and, where relevant, expansion.
  • Your success will be measured by customer retention and revenue growth across our SaaS accounts.
  • Defining what success looks like for our customers, identifying risks early, and finding ways to better empower them whether that’s through data-driven insights or sharing best practices across accounts.
  • Act as their voice internally, advocating for their needs and ensuring their perspective shapes our decisions.
  • You’ll be a relationship builder who ensures a smooth transition for our customers from sales to long-term success.
  • Develop a deep understanding of each customer’s goals and how they’re using our APIs, so you can provide the right guidance at every stage of their journey.
  • Proactively reach out when you spot a risk, offering practical advice to help them improve engagement and realize full value, ultimately driving retention and NRR.
  • Uncover additional ways customers can benefit from our platform, contributing to defining what success looks like for our SaaS Customers identifying key health indicators, common risks, and unmet needs.

Requirements

  • Strong commercial & consultative mindset.
  • An ability to guide customers through the customer lifecycle; from onboarding through activation and renewal.
  • You build relationships naturally and are able to interact with different types of stakeholders and be their trusted advisor.
  • You have a consultative approach with customers.
  • You know the product inside out and are able to map customer goals to technical solutions.
  • Technical aptitude.
  • A strong understanding of data such as product usage & customer health scores, using it to guide and prioritize customers.
  • Experience with contracting, driving NRR & Expansion.
Benefits
  • €1740 annual benefit contribution for healthcare & dental insurance.
  • Pension scheme.
  • 25 days holiday in addition to flexible national holidays.
  • 5 personal development days per year to use for L&D, charitable causes or similar.
  • Pleo card for work expenses, hardware, travel etc.
  • A flexible approach to working; remote, office or hybrid.
  • A principles driven culture that provides the framework for autonomous decision making and personal development.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSAPIsdata analysiscustomer health scorescontractingrevenue growthcustomer retentioncustomer lifecycle managementconsultative approachtechnical solutions
Soft Skills
relationship buildingcommunicationadvocacystakeholder managementconsultative mindsetproblem-solvingcustomer engagementrisk identificationtrust buildingguidance