Customer Success Manager, SMB
New
NetherlandsFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SalesforceAccount ManagementCRMCustomer Success
Requirements
- Experience in Customer Success, Account Management, or similar client-facing roles in complex B2B SaaS environments.
- Proven ability to manage a large portfolio of SMB customers with ownership over renewals and retention outcomes.
- Strong communication skills, both written and verbal.
- Ability to identify churn risk early and execute structured mitigation and recovery plans.
- Experience working cross-functionally with multiple teams including Sales, Product, Support, and Operations.
- Strong CRM discipline with consistent use of tools such as Salesforce, Vitally, or equivalent systems.
- Analytical and structured mindset with the ability to interpret customer data.
- Comfortable working in a fast-paced, async, and high-volume environment.
- Fluency in English, both written and spoken.
- Strong adaptability and willingness to use AI tools.
Responsibilities
- Own the end-to-end post-sales lifecycle for a large SMB portfolio, including renewals, retention, and churn mitigation across payroll, EOR, and adjacent products.
- Drive customer onboarding, adoption, and success planning to ensure customers achieve measurable outcomes and long-term value.
- Monitor customer health signals, proactively identify churn risks, and execute structured mitigation plans with clear accountability.
- Maintain accurate CRM and system-of-record hygiene (e.g., Salesforce, Vitally), ensuring all customer data, risks, and next steps are consistently updated.
- Coordinate across Sales, Implementation, Support, Product, and Operations teams to ensure seamless customer experience and issue resolution.
- Identify and document upsell and cross-sell opportunities, routing them effectively to Sales while supporting renewal conversations.
- Produce clear, structured customer communication, including updates, QBRs, and internal alignment notes.
- Use automation, templates, and playbooks to scale engagement across a high-volume book of business efficiently.
- Leverage AI tools to support drafting, synthesis, and customer communication while ensuring accuracy and alignment with source data.
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