Customer Success Manager

Are you communicative, customer-focused, and driven to truly help customers succeed? Do you have an affinity with telecom and IT and get energy from building strong, long-lasting relationships? Then this role as Customer Success Manager at Speer IT is the perfect fit for you!

About the role

As a Customer Success Manager, you are the strategic partner for your customers in the telecom and fiber sector. You help them get the most out of the Cocon Fiber Platform, guide them through the adoption of our tools, and translate opportunities into concrete improvements and results. You build strong relationships, understand what’s happening with your customers, and proactively respond to their needs and developments. With your insight and advice, you ensure lasting customer value and success. Internally, you are the coordinator for your accounts. You connect customers, consultants, and the Account Manager, ensuring everyone is involved at the right time. You maintain oversight, turn signals into action, and ensure everything around the customer runs smoothly.

What will you do?

• Manage and develop customer relationships within your portfolio and act as the first point of contact
• Maintain regular contact with customers (including customer visits, key user meetings, and health checks) and build relationships with various stakeholders
• Help customers get the most out of the Cocon Fiber Platform and guide them in adoption and usage
• Advise on best practices, optimizations, and process improvements at customer organizations
• Identify new needs, use cases, and commercial opportunities, and collaborate with the Account Manager
• Occasionally represent Speer IT at (international) trade shows and events
• Take ownership of your accounts and ensure strong internal collaboration around the customer
• Work closely with consultants and the Account Manager on implementations, optimizations, and account development
• Share customer insights with internal teams such as operations, service, development, and product management
• Ensure customer feedback is followed up and translated into concrete actions
• Keep the CRM up to date and maintain an overview of the development of your accounts

What do you bring?

Requirements

• Proven experience in Customer Success, Account Management, or Client Management (preferably in a software and/or SaaS environment)
• Strong communication skills and the ability to build relationships at different levels
• Excellent command of Dutch and English (German and/or French is a plus)
• Affinity with IT, software, or telecom

Nice to have

• A structured way of working and strong organizational skills
• A customer-focused and analytical mindset, with an eye for improvement opportunities
• A proactive attitude, with strong listening skills and a drive to help customers become more successful

About the Cocon Fiber Platform

With our Cocon Fiber Platform, we support telecom and fiber organizations in planning, documenting, and managing fiber infrastructure. As a Customer Success Manager, you play an important role in the success of these customers — ensuring they get maximum value from the platform and that their feedback drives continuous improvement.