Customer Success Manager

Join Secret View as a Customer Success Manager

Secret View helps retail and hospitality organizations worldwide measure and improve their customer experience. We do this with our self-built mystery shopping platform, a community of 65,000+ mystery shoppers, and a dashboard that gives clients fast and clear insight into their performance. Every day, we ensure that clients get maximum value from their mystery shopping research. This requires ownership, strong communication, and commercial insight. As a Customer Success Manager, you are the driving force behind customer satisfaction, growth, and long-term partnerships.

About the team

As a Customer Success Manager, you are part of the Operations team. You work closely with other Customer Success Managers and Community PlannersThe team is young, engaged, and works with short lines of communication. We help each other, move quickly, and continuously think about how processes can be made smarter and more efficient.

About the role

As a Customer Success Manager, you ensure that our clients achieve maximum results from their collaboration with Secret View. You build strong relationships, think strategically, and make sure projects run smoothly from onboarding to evaluation.You maintain oversight of your portfolio, monitor the progress of assignments, and actively steer customer satisfaction, retention, and growth. In this role, you have a direct impact on both client satisfaction and the commercial results of the organization.

What will you do?

As a Customer Success Manager, you are responsible for the success of your clients and ensure that they make optimal use of our services.

• You actively manage a portfolio of clients and build strong, long-term relationships
• You proactively advise clients on how they can achieve their objectives with our solutions
• You lead the onboarding of new clients with a structured approach and fixed contact moments
• You monitor the progress and quality of ongoing research projects and make adjustments where necessary
• You monitor the performance and health of your portfolio and prepare forecasts for retention and growth
• You identify upsell and cross-sell opportunities and turn them into concrete commercial results
• You work in our platform and CRM (HubSpot) to accurately maintain client information, progress, and communication
• You are ultimately responsible for the full execution of assignments and, together with planners, steer progress and delivery
• You communicate daily with internal teams such as Operations, Support, Product, Sales, and Marketing to successfully deliver projects

Your efforts have a direct impact: if you achieve your goals, our clients are satisfied and our community members remain engaged. That sometimes means going the extra mile to get that final assignment completed, and that is no problem for you.

What do you bring?

• Bachelor’s degree level of thinking and working
• At least 2 years of experience in Customer Success, account management, or a similar customer-focused role
• You work in a structured way, maintain oversight, and set the right priorities, even under pressure
• You are a strong communicator and can easily interact with different stakeholders, also at a strategic level
• You think in solutions, take ownership, and proactively handle tasks
• You have commercial insight and see growth opportunities within existing clients
• Experience with CRM systems such as HubSpot is a plus

What do you get from us?

• A salary between €2975 and € 3750 gross per month (based on 40 hours)
• A 40-hour employment contract per week
• A beautiful office in the heart of Arnhem (within walking distance of Arnhem station)
• Flexible working hours based on trust
• Hybrid working (office & remote)
• Your own company laptop
• At least 25 vacation days per year
• Pension scheme through ASR DoenPensioen
• Travel allowance
• Lunch at the office (Monday, Wednesday and Friday)
• Informal working atmosphere with short lines of communication
• 24/7 access to our gym
• Annual budget to work remote
• Training budget for your growth