Customer Success Manager

As a Customer Success Manager, you are responsible for ensuring that Cleopatra Enterprise delivers measurable, long-term business value to our clients. Your focus is on embedding Cleopatra Enterprise into the client’s operational processes and making the platform truly business-critical over time.

Customer Success starts after go-live, but you are involved already at the onset of the implementation phase (after the sale). Together with the Implementation team, you co-own value discovery: aligning the implemented functionalities with the business outcomes the client wants to achieve.

You will proactively manage the customer relationship by, amongst others, perform evaluations and work on customer roadmaps. When you notice interesting opportunities during client contacts, you bring this forward to the sales team. On the other hand, when you are noticing possible problems at the client side, you will act proactive on this to mitigate the risk. When new modules are released to our clients, you will guide them through the new release.

Next to the above main tasks, you will also work on optimizing the customer journey and customer engagement by installing a center of excellence to ensure this. You will operate in an international enterprise context, working with global clients and stakeholders across different regions and cultures. Travel to key customers will be part of the role.

Key responsibilities

Embedding Cleopatra as a business-critical platform

• Own the customer success plan from go live onward, ensuring Cleopatra continues to deliver measurable value after initial delivery
• Translate customer business objectives into adoption goals, operational outcomes, and a prioritized roadmap of enablement actions
• Build trusted relationships with senior stakeholders across multiple organizational layers
• Map stakeholders, decision makers, champions, and risk owners, and maintain an engagement plan across organizational layers
• Run a governance rhythm that includes customer reviews and QBRs, aligning on progress, priorities, risks, and value realization
• Enable the customer to establish a center of excellence
• Determine and monitor measurable success KPIs (in terms of adoption, outcomes, support and governance) together with the client

Post-go-live orchestration and customer oversight

• Monitor customer signals and identify adoption barriers and delivery risks early, then drive a functional action plan with clear owners, deadlines, and success criteria
• Deliver hands on enablement and support to customer teams, including onboarding, best practice coaching, and issue triage, while ensuring technical fixes are routed through the appropriate internal teams
• Coordinate training, enablement, and internal communications to reduce adoption barriers
• Voice of customer to product: a formal path for feature requests and pain points, with prioritization rationale and feedback back to customers
• Stay closely connected with Implementation and Technical Support team and Account Management after go-live to ensure continuity and reinforcement

Qualifications & skills

You are an outcome-driven enterprise customer advisor who can operate confidently at senior stakeholder level and drive operational embedding.

You bring:

• 6+ years of experience in Customer Success, enterprise client advisory, or similar roles in B2B SaaS or enterprise software
• Proven ability to define, own, and manage success KPIs tied to business outcomes
• Strong stakeholder management skills across multiple organizational levels
• Experience in post-implementation environments where software adoption requires organizational alignment
• Affinity with change dynamics and adoption management (experience with change management is a strong plus)
• The ability and motivation to build deep understanding of the platform and customer business, becoming a credible sparring partner
• An international mindset and comfort working with global clients and diverse stakeholder groups

You also have:

• A Bachelor’s or Master’s degree in Business, Information Management, Engineering Management, or a related field
• Fluent English (additional languages are a plus)
• Strong affinity with complex enterprise environments and operational workflows

Why Cleopatra Enterprise

Cleopatra Enterprise is evolving into an enterprise platform that helps global organizations manage and improve critical operational and strategic processes. We work with industry-leading clients in complex project and asset-intensive environments, where performance, control, and decision-making truly matter.

As Customer Success Manager, you will play a key role in ensuring customers achieve measurable business outcomes and embed Cleopatra Enterprise into the way they operate. This is not a traditional support role — it is a senior advisory position with real influence on long-term client success, product adoption, and the value we deliver worldwide.

You will operate at the intersection of enterprise software, operational adoption, and stakeholder management, helping clients make Cleopatra Enterprise a business-critical platform.