Mid-market Customer Success Manager
Based in Netherlands, EU time zonesFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- German (C2 level), English
- Experience
- Minimum of 4 years
- Required Skills
- Account ManagementCRMCustomer Success
Requirements
- Minimum of 4 years of experience as a Customer Success Manager in a B2B SaaS environment.
- Proven ownership of renewals, retention, and expansion revenue.
- Experience managing complex mid-market or enterprise customers with multiple stakeholders.
- Strong commercial mindset with the ability to identify expansion opportunities.
- Fluency in German (C2 level) and English.
- Demonstrated ability to manage commercial conversations, pricing, and contract negotiations.
- Highly structured, organized, and process-driven approach.
- Ability to operate independently in fast-paced, ambiguous environments.
- Experience in compliance, information security, or GRC-related topics is a plus.
- Experience building or improving Customer Success processes, tools, or playbooks is beneficial.
Responsibilities
- Own a portfolio of mid-market customers, taking full responsibility for renewals, retention, and expansion revenue across your accounts.
- Lead the end-to-end customer journey, including onboarding, implementation of compliance frameworks, and ongoing audit readiness support.
- Serve as a trusted advisor to customers, translating complex compliance and security topics into clear, actionable business value.
- Develop and execute structured account plans for key customers, ensuring long-term success and growth opportunities are identified and realized.
- Manage renewal cycles end-to-end, including pricing discussions, contract negotiations, and procurement coordination.
- Proactively identify and drive upsell and expansion opportunities across your customer base.
- Conduct Quarterly Business Reviews (QBRs) with clear value storytelling, performance insights, and actionable next steps.
- Maintain accurate forecasting, account health tracking, and expansion pipeline management within CRM systems.
- Collaborate with internal teams to improve customer success playbooks, templates, and scalable operational processes.
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