Senior Customer Success Manager (Dutch speaking)

Job description

Here at Zivver we help businesses secure their communications such as email, large file transfers and (very soon) signing documents. All integrated without leaving your email (web)application. Smart, secure and effortless. That’s what Zivver stands for.

As an experienced customer-facing tech professional and ambitious self-starter you are eager to jump in and build this fast growing scale-up together with us. You put everything in an effort to solve the customer’s needs around secure communication and help them discover new user cases to maximize the value of our product. The Customer success team represents their voice in our organization to fuel a customer-focused mindset. You’ll be engaged from the very start of many collaborations to understand and deliver ongoing value, resulting in retention and expanded Zivver platform usage. Moreover, you work closely together with the rest of the organization to continuously improve the customer experience.


Hot takes

  • Customer obsessed;

  • Creativity and innovation over customization;

  • Daily focus on driving value for customers.


The team

The Customer success unit consists of CSM, CS ops, data analysts and the Customer Academy team. Together with the sales team you work closely to ensure the success of the customer from day one. You are closely monitoring the implementation project with the Project Lead and during post-implementation you drive further adoption and value optimization together with all customer facing Zivvies.


Responsibilities

  • Engage: Drive the success of the customer as the ultimate account owner by planning and orchestrating the execution with internal and external stakeholders. Identify and nurture relationships with key stakeholders;

  • Demonstrate value: Understand business priorities to act as a trusted advisor. Envision how Zivver can contribute to the business priorities of the customer and design the customer roadmap to deliver on that vision;

  • Manage risks: Perform periodic ‘health checks’ to understand value gaps and take effective measures to drive value for the customer;

  • Customer centric: Play a critical role in creating a customer centric Zivver Organization;

  • Expansion/renewal/advocacy: Enable account managers to drive successful renewals, identify expansion opportunities and high customer advocacy.


Benefits of working at Zivver include

  • An exciting, fast-growing, energetic environment;

  • International diverse team with over 27 nationalities - and yes, we offer Dutch classes too!;

  • HQ in Amsterdam where you’re able to work a few days a week & full home office support to make sure you’re all set;

  • Working from Bali, South Africa or Portugal? Any place, anywhere: we fully support temporary working from X;

  • At least €1.000,- per year on personal development budget;

  • Don’t worry about tomorrow: we’ve got you covered with a pension plan.


Requirements


  • Bachelor’s or Master’s degree with a clear interest in technology;

  • 5+ years of work experience (ideally in a SaaS business) in a customer success, management consulting or another customer-facing role;

  • Experience with international customer audience;

  • Experience with large enterprise customers (top-tier financial, legal and corporate institutions).

  • An excellent organizer with a high level of accuracy & strong analytical skills;

  • Strong communication & interpersonal skills in fluent Dutch and English;

  • In possession of a driver's license (and you don’t mind traveling to visit our customers);

  • Not afraid to take responsibility and able to operate effectively with pressure & change;

  • Full-time availability.