Customer Success Manager Utrecht · Hybrid

Large company with great ambitions and close relations
efficy is a leading European Customer Relationship Management (CRM) solution that provides businesses of all sizes with complete, flexible, customizable, and scalable software to enable their growth. efficy’s platform includes products for marketing automation, sales, project management, customer service, and customer nurturing. Currently, more than 300,000 users from 63 countries use efficy’s tool.

Founded in 2005 and headquartered in Brussels, efficy’s around 500 employees work in local offices in Belgium, France, Spain, the Netherlands, Sweden, Denmark, Finland, Norway, Spain, Hong Kong, or remotely.

Our mission is to contribute to the success of every company by helping them transform customer data into customer insight while simplifying the work of their employees.

In efficy, two days are rarely the same, and things are changing rapidly. So, fasten your seat belt, and join us on the journey.

A unique work experience & company culture

We want our employees to thrive in their daily lives, and therefore you can expect challenges, online music quizzes, onsite ping-pong tournaments, and lots more. Communication is informal, and your colleagues are only a short call away.

Your Impact

As a Volume Customer Success Manager, your primary mission is to fulfill the goals of numerous smaller customers and ensure their success using Efficy’s products. By maintaining customer loyalty, developing their usage of existing and new features, and fostering long-term relationships, you will maximize value and minimize churn. You will facilitate overall customer service, upsell new features, and renew contracts when opportunities arise. Acting as an advisor to your customers, you will engage with them regularly to ensure their satisfaction and success.

About The Mission

• Successfully onboard customers, you will help them with both the functional onboarding as with the adoption.
• Follow up on customer experience once they use the solution.
• Identify potential upsell and cross-sell opportunities in collaboration with our Sales Account Executives.
• Proactively communicate product vision & roadmap, new features and product capabilities.
• Assist customers with their issues and complaints and collaborate closely with Customer Service, Professional Services and Sales executives.
• Making customers aware of resources such as knowledge base articles, tutorials, how-to videos, and webinars and host webinars yourself.
• Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Service practices.
• Analyzing customer data and helping them discover aspects of the product that are most beneficial to them.
• Your performance will be measured based on the NPS, CSAT, customer retention rate and churn rate.

About YOU
Join our team as a Volume CRM Customer Success Manager, we value individuals who embody our company culture of openness, honesty, and a commitment to our core values – putting people first, taking ownership, and ensuring efficiency in our daily work.

Experience and Requirements:

• Bachelor's degree, with a focus on Business, Marketing, or a related field.
• A minimum of 1 year of hands-on experience in customer onboarding, training, and support, ideally within the CRM or SaaS industry.
• Proficient Dutch speaker with a high level of proficiency in English.
• Excellent written and verbal communication skills to effectively engage with customers and collaborate with internal teams.
• Strong data analysis skills, allowing you to extract insights from customer data and drive value for both customers and the business.
• Proven ability to identify and execute upsell and cross-sell opportunities, contributing to customer growth and revenue generation.
• Real team player, you collaborate effectively with Customer Service, Professional Services, and Sales teams to address customer issues and drive resolutions.
• Ability to direct customers to valuable resources such as knowledge base articles, tutorials, videos, and webinars, to enhance their product understanding.

We offer YOU

• A competitive salary package with a bonus system and a referral program.
• A stable and growing company with an entrepreneurial mindset where we will listen to your ideas and support you to make it happen.
• International growing opportunities and internal mobility
• Events: team lunches, after works, sport, trips
• Learning opportunities: languages, tech, product, sales techniques, leadership

efficy is a people-first employer. We offer equal opportunities to all our candidates. We pride ourselves on the diversity of our people. We welcome you, and everything that makes you—well, you. That includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status. So, if you’re interested in joining us, please feel free to apply. We can’t wait to meet you!

Disclaimer
efficy is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at efficy via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of efficy. No fee will be paid in the event the candidate is hired by efficy as a result of an unsolicited referral or through other means.

Locations
Utrecht

Remote status
Hybrid