In this role you will be part of our Customer Success team, and help customers deliver quick time to value with a robust seamless data foundation, all the way through adoption, engagement, and impactful business insights. The Customer Success Manager (CSM) is our customers’ partner, providing comprehensive support, guidance, insight and thought leadership across the whole customer journey with Crunchr.

The total CS team consists of 10 team members working as CSMs, Data Implementation Specialists and Customer Support Specialists across the Netherlands (Amsterdam) and US (Boston). You will be based in Amsterdam, and will report directly to the Head of CS (based in Amsterdam). You will also work closely with our  Product, Sales and Marketing departments, acting as the voice of the customer when looking at product improvements and feature implementations.

Some of your responsibilities will be:

• Act as the primary point of contact and partner for your customers, guiding them from the initial implementation phase to smooth daily operations, building a path for realizing business value through People Analytics.
• Build success plans with your customers and organize review meetings to keep track of progress.
• Drive activities that align with the planned objectives. This may involve initiatives around enhancing data quality, conducting training, contributing to broader Business/HR projects and crafting success stories in collaboration with HR leadership.
• Manage your portfolio of customer projects, coordinating seamlessly with team members to meet project deadlines and deliverables.
• Be the go-to person for key contacts within your customer base for more in-depth questions around our product and how it’s best used to obtain the right customer outcomes.
• Work in close collaboration with  our Product and Engineering teams, facilitating co-innovation through our customers’ use cases. Additionally, collaborate with our Marketing department to create customer success stories and with our Sales team to continuously evolve our customer proposition.

We want happy customers who are the biggest Crunchr ambassadors! You will therefore be evaluated on critical measures around customer retention, customer satisfaction, adoption and quality of success stories.

MUSTS

• A University degree.
• At least 5 years of relevant working experience (in CSM roles or Business/HR consulting).
• Expertise in HR and People Analytics and a solid understanding of how HR departments and processes work.
• Bias for action: proactive self-starter with the ability to work in a dynamic and fast-paced environment.
• Exceptional communication and relationship building skills at all levels.
• You are a great fit with our core values.
• You want to work out of our Amsterdam office at least 2 days per week.

NICE TO HAVES

• Experience in the SaaS industry.
• Experience in change management.
• Experience in working with deep-analytical tools.
• Strong analytical skills, attention to detail and active listening skills.
• Experience with Crunchr.

Note: while our product is intuitive and easy to use for our customers, Crunchr is an in-depth analytical tool. This will require you to (also) work with and guide technical/analytical people on the customer side.

• A role in which you can have great impact, you'll be part of a scale-up that is building something big!
• A well-connected office in Amsterdam with a beautiful skyline and freshly prepared lunch every day.
• Competitive salary and secondary conditions like a stock option plan and a fully paid pension plan.