Principal Customer Success Manager (Mid-Market)

This is your job

Effectory is Europe's leading employee feedback solution. 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 specialists in Amsterdam and Munich support more than 800 organisations in 70+ countries. HR is an integral part of business strategy, which is why our feedback solution is tailor-made for strategic HR. 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 Principal Customer Success Manager to take on a hybrid leadership and customer-facing role within our Mid-Market team in the Benelux. You'll spend 60% of your time leading and developing a team of Customer Success Managers, and 40% of your time managing your own portfolio of around 25 Mid-Market customers, ensuring they adopt Effectory effectively, realize measurable outcomes, and grow with us.

This is a role for an experienced CS professional who combines strong people-leadership skills with hands-on customer expertise, and who wants to help shape how the team operates and scales.

Your mission

You will act as both a leader for the Mid-Market CS team and the main point of contact for a portfolio of Mid-Market customers (500–3000 employees). As a leader, you'll coach and develop your team members, drive operational excellence, and represent the team in cross-functional initiatives. As a practitioner, you'll own the full customer lifecycle from adoption to renewal for your own accounts, identify opportunities for growth, and help shape how Effectory collaborates internally to deliver success at scale.

Core responsibilities

Team Leadership (±60%)

• Support the growth of Customer Success Managers through regular coaching, feedback, and skill development. Help team members build strong customer relationships and grow in their careers.
• Oversee day-to-day operational aspects of the team — capacity and account allocation, performance tracking, forecasting, and reporting on team health and results.
• Champion best practices and success methodologies such as SPICED across the team, ensuring consistent, high-quality customer engagement and account management.
• Represent the Mid-Market CS team in cross-functional initiatives with Consulting, Support, Onboarding, Product, and Sales, and help translate team and customer needs into broader improvements.
• Act as an escalation point for the team on complex customer situations, supporting CSMs in resolving risk and securing renewals.
• Monitor team-level metrics such as retention, renewals, upsell, and account health, and report on progress against targets to CS leadership.

Own Book of Business (±40%)

• Manage approximately 25 Mid-Market customers in Benelux, driving retention, renewals, and upsells. Collaborate with People Strategy Consultants on larger expansion opportunities.
• Ensure consistent platform usage by linking customer goals to Effectory's capabilities. Engage key stakeholders and lead sessions such as Success Reviews and Workshops to drive adoption and value.
• Identify and qualify expansion opportunities, including CSQLs, promote new features, and guide customers to demos, webinars, and events.
• Use SPICED to track outcomes, monitor account health, and run regular check-ins and success reviews, for example twice per year.
• Represent the voice of the customer internally and share actionable feedback to improve the product and customer experience.

This is you

What you bring

• 5+ years of experience in Customer Success, account management, or a related customer-facing role in SaaS, including experience coaching, mentoring, or leading others.
• A strong customer-centric mindset and ability to balance team leadership with managing your own portfolio of Mid-Market accounts.
• Intrinsic motivation to lead and further develop in your leadership journey.
• Proven ability to develop and motivate team members, and to drive operational improvements within a team.
• Solid communication skills and the ability to engage with operational and mid-senior stakeholders, both internally and with customers.
• Comfortable owning the full customer lifecycle — from onboarding through renewal.
• Strong organizational skills to manage and prioritize team responsibilities alongside your own accounts.
• 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, plus 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 and extensive internal development opportunities.
• Yearly Summer School and Winter School.
• Annual events: Winter Party, Summer Party, and the Big Day.
• A hot lunch made by the in-house chef at the 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.