Customer Success Manager - Enterprise

As an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Effectory's highest-tier, most complex accounts.

THIS IS YOUR JOB

The Role

As an Enterprise Customer Success Manager, you move beyond tactical management to become a trusted advisor, ensuring that Effectory is deeply embedded in each customer's long-term business strategy and digital ecosystem.

Your mission is to architect success for your portfolio - from adoption to measurable results and advocacy - by translating complex business challenges into measurable product value. You are responsible for driving high-impact adoption and securing long-term retention through multi-threaded partnerships and a deep understanding of the HR and people analytics landscape.

THIS IS YOU

What You'll Be Doing

• Effectory's Enterprise Customer Success team partners with our largest customers across Corporate (e.g. IKEA, AS Watson, PostNL), Healthcare, and Education.
• From the moment onboarding wraps up, you build the foundation for long-term adoption - establishing multi-level relationships that secure strategic buy-in early and keep it strong.
• Proactively translate technical usage data into compelling ROI narratives, demonstrating how Effectory drives impact across the full HR and engagement funnel - from adoption to long-term advocacy.
• Achieve a high Net Renewal Rate (NRR) by maintaining customer health, addressing risks proactively, and identifying opportunities to expand customer usage.
• Own the holistic health of your portfolio.
• You don't just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities.
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Effectory's leadership.
• Diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership.
• Synthesise high-tier customer needs into structured insights that inform our global product roadmap, ensuring Effectory evolves alongside the most sophisticated players in the market.
• Identify systemic bottlenecks in the CS workflow and propose improvements that elevate the performance of the entire CS organisation.

This Is You

• Fluent in Dutch or Flemish, proficient in English
• Strong experience in Customer Success or Account Management in a SaaS or technology environment
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention through strategic intervention
• Proven track record of growing large, international customers in terms of ARR and solutions
• A solution-seeking, high-agency mindset — you proactively optimise internal workflows and don't wait to be told where the problems are
• Advanced proficiency in data interpretation; you identify and act on complex trends to secure portfolio health and growth
• Exceptional communication and relationship-building skills across multiple stakeholder levels, up to C-suite
• A genuine passion for helping customers succeed and seeing measurable business impact
• A collaborative team player who enjoys working with Account Managers, Product, and Marketing
• Exceptional organisation skills within high-volume settings; you focus your energy on systemic value and long-term results
• An understanding of digital advertising or search marketing is a plus, but not a requirement

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 sabbatical once every 5 years
• A volunteer day to support a cause you care about