Customer Success Manager

• Doorontwikkelen en optimaliseren van onze HubSpot-omgeving
• Technische inrichting en beheer van CRM-processen (workflows, pipelines, integraties)
• Opzetten en onderhouden van dashboards en rapportages voor verschillende teams
• Signaleren van optimalisatiekansen en proactief adviseren over verbeteringen
• Implementeren van nieuwe HubSpot-functionaliteiten en best practices
• Trainen en ondersteunen van medewerkers in het gebruik van HubSpot
• Fungeren als sparringpartner voor marketing, sales en operations
• Migreren data oude CRM systeem naar Hubspot
• Verdere koppeling maken tussen Hubspot en andere systemen dmv API connecties
• Vraagbaak voor Benelux organisatie mbt Hubspot

CRM Specialist

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives
• Know the GitLab platform, our more common best practices, and use cases in order to guide the customer
• Understand the customer journey and be able to guide them on future adoption
• Act as the GitLab liaison for GitLab questions, issues, or escalations. Collaborate with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed
• Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Remain knowledgeable and up-to-date on GitLab releases

• Drive Strategic Solution Alignment & Governance
• Act as a key internal advisor to navigate complex customer challenges and opportunities to accelerate time to value and sustained solution health.
• Translate functional solution mastery into tangible business outcomes, ensuring customers connect platform execution to their business strategy.
• Help evolve and refine our internal Solution Success operating model by continuously utilising, refining, and providing feedback on standard artefacts, playbooks, and engagement methodologies.
• Lead Scalability & Digital Transformation
• Design and deliver one-to-many enablement programs—such as expert-led office hours, specialised webinars, and targeted content—to address customer needs at scale.
• Partner with Product and Engineering to identify friction points, advocate for platform improvements, and champion self-service features.
• Collaborate across Customer & Partner Experience and Product to advise on scalable expertise, tools, and best practices to be operationalised by CSMs and embedded in digital channels.
• Influence the Product Roadmap & Enablement
• Serve as a primary voice of the customer, synthesising high-value solution feedback to help influence product priorities.
• Collaborate directly with Product Management to influence the roadmap, driving platform enhancements that deliver better user experiences and faster adoption.
• Develop internal training and enablement content to empower the broader team, reducing dependence on ad-hoc 1:1 support.

Lead Solution Success Manager – Platform & Emerging

• Drive customer base analysis to identify growth opportunities, retention gaps, and actionable insights to increase customer lifetime value
• Evolve customer lifecycle strategies, improving retention, reducing churn, and maximizing engagement across key segments
• Develop and execute personalized, data-driven CRM campaigns across multiple channels (email, push, in-app), tailored to customer behavior and intent
• Leverage marketing automation tools to scale CRM activities, including segmentation, journey orchestration, and A/B testing
• Apply AI-driven approaches (e.g. predictive segmentation, recommendation models, send-time optimization, content generation) to enhance targeting, personalization, and campaign performance
• Continuously monitor and optimize campaign performance, translating data into clear insights and actionable improvements
• Collaborate cross-functionally with Creative, Marketing Automation, Product & Tech, and BI teams to deliver seamless, high-impact CRM initiatives

• Ondersteunen, trainen en begeleiden van CRM-gebruikers.
• Optimaliseren van sales-, services-, marketing- en klantprocessen.
• Verbeteren van de kwaliteit van klant- en prospectdata.
• Ondersteunen van marketing automation-activiteiten en bijdragen aan de overgang naar ons nieuwe platform Marketo.
• Ondersteunen van leadgeneratie, dataverrijking en klantcontact binnen het Customer Contact Center.
• Vertalen van data naar bruikbare inzichten en concrete verbeteracties.

• Klantbehoeften analyseren en vertalen naar passende software‑oplossingen
• Klanten begeleiden tijdens het volledige implementatieproces, van eerste setup tot optimalisatie
• Ondersteunen bij updates en nieuwe functionaliteiten
• Trainingen verzorgen zodat klanten zelfstandig en effectief met de software kunnen werken
• Adviseren over optimalisatie van de webpagina van de klant en het gebruik van Olyslager‑oplossingen
• Intensief samenwerken met Sales en IT om dienstverlening en productgebruik te verbeteren
• Verantwoordelijk zijn voor klantcommunicatie en het managen van verwachtingen
• Actief bijdragen aan het verhogen van klanttevredenheid en langdurige klantrelaties

• Build and maintain strong relationships with enterprise customers, acting as the main point of contact after the sales handover.
• Conduct detailed analyses to understand customer goals and tailor our solutions to their specific needs.
• Provide new customers with an account, help customize the platform to their data and workflows, and train end users to successfully transform their way of working.
• Identify upsell opportunities and collaborate with Sales and Product teams to drive revenue growth within existing accounts.
• Promote customer satisfaction through proactive support and problem-solving, focusing on maximizing customer value and success.
• Experiment, use AI tools, and work closely with the Customer Success and Sales teams to improve our process and help prepare our ways of working for the next level of scale.
• Develop deep knowledge of our products and stay up to date with improvements to communicate value effectively.
• Serve as a bridge for customer feedback and share insights with the product development team to drive continuous improvement.

• Act as the main day‑to‑day contact for customer administrators, providing operational and technical support
• Manage and deliver customer change requests, including configuration updates and portal changes
• Troubleshoot platform issues by investigating system setups, configurations, and data
• Support customers with queries related to platform functionality, processes, and best practice usage
• Work closely with internal teams to resolve issues efficiently and communicate progress clearly to customers
• Contribute to maintaining strong customer satisfaction through clear communication and reliable follow‑up
• Manage multiple support requests effectively in a fast‑paced SaaS environment

Customer Success Manager, German Speaking

• Lead the development of CRM marketing and omnichannel strategies aligned with broader business and commercial goals
• Own and execute automated CRM campaigns (B2B & B2C) across multiple channels
• Collaborate with local marketing teams and external partners to ensure effective campaign delivery
• Define and track marketing objectives and KPIs
• Oversee campaign performance measurement and reporting across markets
• Implement and optimize end-to-end digital customer journeys
• Drive EMEA demand generation initiatives and customer database growth
• Manage allocated budget effectively and track ROI and campaign effectiveness
• Stay up to date with the latest CRM trends, marketing technologies, and industry developments

CRM Marketing Manager

• Develop and execute local CRM and email marketing campaigns in close collaboration with local marketing teams
• Ensure effective rollout of automated campaigns across channels using Salesforce Marketing Cloud
• Support omnichannel campaign activation aligned with regional and global strategies
• Create and manage the CRM campaign calendar to ensure consistent and timely delivery
• Coordinate campaign planning across markets, ensuring alignment and efficiency
• Ensure campaigns are delivered on time, within scope, and of high quality
• Collaborate with content and cross-functional teams to define relevant content themes, topics, and formats
• Translate content strategies into engaging CRM campaigns tailored to target audiences
• Drive customer engagement through relevant and personalized communication
• Implement learnings from digital customer journeys into effective campaign execution
• Create campaigns tailored to different audience segments and lifecycle stages
• Continuously optimize messaging and targeting to improve engagement
• Execute EMEA demand generation campaigns to support commercial growth
• Contribute to customer database expansion using tactics such as gamification and lead magnets
• Work closely with the content team to maximize campaign impact
• Monitor campaign performance and KPIs across channels and markets
• Analyze data to identify trends, insights, and optimization opportunities
• Support reporting and provide actionable recommendations for improvement
• Work with dashboards and analytics tools to track effectiveness
• Manage allocated budget in collaboration with the Head of Always-On
• Ensure cost-efficient execution of campaigns and delivery of agreed initiatives
• Track ROI and campaign effectiveness
• Stay up to date on CRM marketing trends, marketing automation, and emerging technologies
• Apply best practices to continuously improve campaign effectiveness and innovation

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