Customer Success Manager (Mid-Market)

We’re looking for a Mid-Market Customer Success Manager to help a broad portfolio of Mid-Market customers in the Benelux succeed with our platform.

With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Our mission is to improve the working world by giving employees a voice and making sure their feedback has an impact.

The role

We’re looking for a Mid-Market Customer Success Manager to help a broad portfolio of Mid-Market customers in the Benelux succeed with our platform. You’ll manage a book of around 50 customers, ensuring they adopt Effectory effectively, realize measurable outcomes, and grow with us.

This is a hands-on role for someone who thrives on customer engagement, problem-solving, and enabling value at scale.

Your mission

You will be the main point of contact for a large portfolio of Mid-Market customers (500-3000 employees), ensuring they get value from Effectory every step of the way. You’ll own the full customer lifecycle from adoption to renewal, identify opportunities for growth, and help shape how Effectory collaborates internally to deliver success at scale.

What you’ll be doing

📈 Own Your Book of Business

• Manage ±50 Mid-Market customers in Benelux, driving retention, renewals, and upsells. Collaborate with Consulting on larger expansion opportunities.

🚀 Drive Adoption & Engagement

• Ensure consistent platform usage by linking customer goals to Effectory’s capabilities. Engage key stakeholders and lead sessions (QBRs, workshops) to drive adoption and value.

🤝 Enable Collaboration

• Work closely with Consulting, Support, and Onboarding to ensure a seamless customer journey and align on customer needs.

🌱 Expansion & Growth

• Identify and qualify expansion opportunities (CSQLs), promote new features, and guide customers to demos, webinars, and events.

⚡ Manage Risk & Escalations

• Handle escalations when needed and proactively mitigate risks to secure successful renewals.

📊 Measure Success

• Use SPICED to track outcomes, monitor account health, and run regular check-ins and success reviews (e.g., twice per year).

🔁 Feedback Loop

• Represent the voice of the customer internally and share actionable feedback to improve the product and customer experience.

What you bring

• 3+ years of experience in Customer Success, account management, or a related customer-facing role in SaaS.
• A strong customer-centric mindset and ability to manage a large, diverse book of Mid-Market accounts.
• Solid communication skills and the ability to engage with operational and mid-senior stakeholders.
• Comfortable owning the full customer lifecycle — from onboarding through renewal.
• Strong organizational skills to manage and prioritize multiple accounts effectively.
• Familiarity with SPICED or similar success planning frameworks is a plus.
• Fluency in Dutch & English; Additional languages are a plus.

What we offer

• Competitive base salary + holiday allowance, lucrative commission structure and company bonus
• 25 days annual leave + 4 company-wide cool-down days, your birthday off, and a day off to move house
• Option to purchase extra holidays
• Full additional parental leave for partners
• Flexible working hours (7am–7pm), hybrid working model, and up to 4 months working from abroad
• Commuter and work-from-home allowance + budget to set up your home office
• Pension and access to financial advice
• Annual Body & Mind budget for anything that energises or relaxes you
• Personal learning budget + extensive internal development opportunities
• Yearly Summer School & Winter School
• Annual events: Winter Party, Summer Party & the legendary Big Day
• A hot lunch made by our in-house chef at our Amsterdam office
• A week of fun and interactive onboarding to get to know Effectory and your new colleagues
• A sabbatical once every 5 years
• A volunteer day to support a cause you care about