Customer Success Manager

Qooling is a Quality and Safety Platform supporting companies in over 15 countries. The Qooling platform helps organizations to structure their Quality and Safety processes on a single platform. This centralized location provides them with a single point of access when it comes to their Quality and Safety, allowing them to be compliant with all kinds of national and international standards.

Due to the fast growth of Qooling, the Customer Team is expanding. As a Customer Success Manager within Qooling, you will be responsible for retaining and growing our existing customer base. You will be their first point of contact and strategic sparring partner during their customer journey with us. You will make sure the customers will achieve their desired business outcomes with our product, and you will showcase their ROI. You will make sure the customers optimize the value that they get from Qooling and in this way, you will drive product adoption, retention, and upsell within the existing client base. You will work together with the Customer Success team, including our implementation team, who are responsible for onboarding customers and projects with existing customers. You are the person who gets direct feedback, so you will be expected to gather this information and share it with the product team. Next to the product, you will work first-hand with the directors.

A Day in the Life of a Customer Success Manager

Being a Customer Success Manager means that you will create a deep relationship with the customers. During the day, you will have check-up calls, QBR’s, and strategic calls with clients regarding how they can leverage the Qooling platform even more. You proactively advise customers on how to optimize the use of the platform and share best practices, and you will constantly relate this to their desired customer outcome with for example, a Success Plan. During these various calls, you will switch between operational people, Quality and Safety Managers, and Top Management at different companies.

Responsibilities

• Own overall relationship with assigned clients
• Responsible for retention, product adoption, and satisfaction of your customer base
• Making sure your customers achieve their desired outcome and ROI
• Sharing customer feedback with the product team

Qualifications

• Experience in customer success (+ 3 years)
• Strong written and verbal communication skills
• Dutch and English language
• Detail-oriented and analytical
• Customer-oriented
• Understand business processes
• Demonstrated ability to increase customer satisfaction

What we offer

• Lots of freedom
• Lots of responsibility
• Generous commission when goals are reached
• Unlimited holidays
• Base Salary between € 50.000 and € 70.000.
• Reference check required