Can you keep your cool and help others adopt our tool?
Hi there! We’re looking for a Customer Success Manager to join our Customer Success team in our brand new Amsterdam office.
Do you know what makes for a great customer experience? Are you nerdy about scalable processes and SaaS? Then you might be ready to become part of the our Customer Success team that manages Happeo customers across the globe.
Who are we? We’re Happeo - a diverse team of passionate problem solvers, working hard to connect companies through the power of one unified digital workplace solution.
We are proud to be named one of the most promising startups by the European Union in 2017, and it is our dream to make work a happier place.
Our digital workplace platform brings together intranet, collaboration, and social networking functionality into one unified ecosystem.
About the Customer Success team : As a Customer Success Manager, you’ll be an essential part of our newly developed Customer Success team.
This means your role is vital to our growth. Questions? You’ve got answers. Assistance required? Then you’re ready to help.
You will be working very closely with our VP of Customer Success, Sales, Marketing, and Product teams along with our global partners.
We don’t micromanage we’re looking for an independent, flexible, problem solver to join our best-in-class Customer Success team ensuring our customers get optimal value from Happeo.
What’s so cool about this job? You are joining a seed-stage startup, you will be one of the first members of the Customer Success team, and you’ll get the chance to create a big impact.
Everything is possible. There is no red tape or complex hierarchy. We don’t do long approval processes and we run with great ideas as they come.
As Customer Success Manager you will :
Be the first line of support for our customers around the globe
Help to manage customer support
Maintain a customer knowledge base and scalable reference material
Regularly report on the impact of your work to the rest of the business and deliver on your KPI’s (Support NPS, renewal rate, SLA’s, etc.)
Ongoing optimisation of Customer Success and Support processes and KPI’s
Work closely with our VP of Customer Success and Product team to pinpoint and solve customers problems with the goal of improving our product
Manage our SMB and corporate customers with an at-scale program
Work with our partners to support and grow their customer base
Assist Sales and Marketing to position our products, improve the accuracy of materials, and promote our business
What skills do I need?
Fluency in English is essential (any other languages is a strong plus)
Proven experience working in Technical Support or Business Development in a SaaS start-up and looking to transition into Customer Success Management
Have experience creating and / or optimising scalable processes
An analytical mindset and experience creating dashboards and reporting
Have experience with software such as Intercom, Hubspot, Jira, G Suite and comfortable with other analytics tools
Willingness to learn and wear many hats, as you will manage a portfolio of customers, which includes a wide range of tasks
Passion for technology and delivering value to customers
Experience in working with cross functional teams to find solutions for customers
What do we give you?
All forms of growth are important to us, which is why we have training budgets
Flexible and fun working environment
Health insurance contribution and phone benefits
You will work from our central Amsterdam office with a fully stocked beer fridge
Work alongside alumni from some of the world's most innovative companies
Optional events with the team, such as regular parties, happy hours and meals out
Weekly Friday take-out lunches (yum!)
And finally, the bread and butter - a competitive salary