Digital Customer Success Manager - Benelux

As a Digital Customer Success Manager for Benelux, you focus on scalable, data-driven programs to boost product adoption and retention. You will co-manage a large customer segment and work with cross-functional teams to translate usage data into renewal opportunities in a growth-stage SaaS environment. This role emphasizes automation, localization, and digital touchpoints over traditional 1:1 management. You’ll design and roll out digital initiatives that improve GRR and become a key driver of long-term retention in the Benelux region.

• Hybrid working from Amsterdam office
• Learning budget and dedicated learning days
• Pension plan and wellness perks
• 28 paid holidays + 2 additional days
• Work from anywhere for up to 4 weeks/year
• MacBook and home office budget

• Guide a 1-to-many customer success approach to protect the Benelux segment
• Develop, roll out, and iterate digital adoption and retention programs (email, in-app banners, chats, videos, webinars) tailored for Benelux
• Monitor retention, adoption, and engagement metrics to identify patterns and target low-engagement accounts
• Surface upsell/cross-sell signals from regional usage and pass qualified leads to the local Account Management team
• Collaborate with peer Benelux Digital CSM, local AMs, Support, Ops, Product Marketing, and Product to scale outcomes and launch digital workflows
• Translate data-driven usage trends into renewal and upsell opportunities in partnership with Account Managers
• Test, roll out, and scale automated solutions from customer feedback and patterns
• Act as a hands-on driver of digital CS initiatives, measuring impact on GRR and product adoption

• Dutch language proficiency at C1 or higher
• English proficiency at B2 or higher
• Experience in customer-facing roles with outcome-driven engagement
• Comfort with data, dashboards (e.g., Metabase), and pattern recognition
• Experience with systems like Planhat, HubSpot, and Intercom is valued
• Self-starter with entrepreneurial mindset and ability to innovate independently
• Adaptability and enthusiasm for building new processes from scratch

• strong written and verbal communication
• collegial collaboration
• analytical mindset
• Metabase
• Planhat
• HubSpot