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Customer Success Manager

  • Rotterdam, Zuid-Holland, Netherlands
Customer Experience/Success

Job description

Role: Customer Success Manager
Rotterdam, The Netherlands

Start Date: ASAP

Ever felt like you could do more, but your current role limits your potential? Do you have plenty of knowledge and ideas on how to implement a great CS policy but lack the platform to promote them? At Mobilexpense, we have built a culture where your insights are valued and acted upon.

Meet Lieve, your team lead, a seasoned Consultant turned CSM team leader. With a rich history within Mobilexpense, she knows everything about our Product and customers, and she’ll be your go-to colleague for just about any questions you have and any support you need!

Under her mentorship, you won’t just be calling and checking upon our customers, you’ll be unlocking new avenues that weren’t explored before, built our processes and define our overall Customer Success company approach..

There won’t be any micro-managing, you will work independently, you won’t be spoon fed, “responsibility at last” I hear you cry!

You'll join a new adventure within a brand new team (yes, you read that right, CSM is a new function at Mobilexpense for you to shape and influence). However, you’ll never be alone, accompanied in our Rotterdam office by supportive colleagues from the Customer Experience team, which means plenty of great team mates to vibe off and learn from.

What’s on the table?

  • Develop and maintain strong relationships with customers, understanding their needs and ensuring their success with the company's products or services.
  • Develop and implement customer success strategies to reduce churn and increase revenue
  • Educate customers on how to use the product effectively and encourage engagement.
  • Lead periodic customer meetings or calls to ensure customer satisfaction.
  • Manage customer escalations and ensure they are resolved in a timely and satisfactory manner.
  • Monitor and analyze customer's usage of our product using our Customer Success Platform
  • Identify areas for improvement and implement strategies to enhance the team's effectiveness and customer satisfaction levels.

In a nutshell, with us, it’s about empowering you to bring forth the undiscovered potential in our services, in our clients, and most importantly, in you.

At our Rotterdam office, you'll be embarking on a journey that places customer satisfaction and proactive engagement at its core. As a CSM, you'll navigate through the dynamic landscapes of customer needs and engagement.

Your role is multi-faceted: from increasing CSAT, preventing churn to building our CS processes and mindset. Your knack for developing relationships will serve as a cornerstone for our ongoing engagements, acting as a trusted advisor to our clients.

The team is located in Brussels (Belgium), Rotterdam (The Netherland) and Iasi & Cluj (Romania). The collaboration is highly facilitated by a great team spirit and organization, plus we use Slack and JIRA.

Job requirements

About you:

  • You already have a first experience as a CSM or passionate by the rapidly developing CS world.
  • You’re always looking for a way to delight your client; you like innovation, you’re always searching for improvements.
  • You are a real problem solver and enjoy going that extra mile to keep our customers happy
  • Strong communicative and analytical skills
  • You have a good sales mindset and know how to spot an opportunity when presented
  • You can manage tense situation and know that a good preparation always precede a good execution
  • You work in a very structured and accurate manner
  • You have a strong sense of responsibility and you are not afraid to take ownership
  • Experience or affinity with apps/tech
  • You have a native level of Dutch
  • Knowledge of German is a big plus

What do we offer?

  • A great team spirit and working culture – we are like a small family
  • The chance to be part of the development of an important market, as we have ambitious growth plans
  • Regular company events and outings

Who are we?

The Mobilexpense Group (MXP, Declaree and is dedicated to making expense management carefree for our customers and their employees.

Headquartered in Brussels, Belgium, with offices in The Netherlands, Romania, Sweden, Portugal and Germany, The Mobilexpense Group covers both Enterprise and Mid-market organizations.

As a true scale-up nurturing an entrepreneurial spirit, The Mobilepense Group relies on a dynamic and highly motivated team of diverse backgrounds and experiences.