Customer Success Manager (Scaled)

Effectory is Europe’s leading employee engagement platform, helping organizations unlock the power of their people through continuous listening, actionable insights, and a strong culture of engagement.

We’re looking for a Customer Success Manager to help drive adoption and growth across a large portfolio of SMB customers in the Benelux and Nordics.

You’ll own the full customer lifecycle, use data to make smart decisions at scale, and help design the systems and practices that will allow Effectory to support approximately 100 customers efficiently and effectively.

Your Mission

You will manage a large book of business with a focus on scale. Rather than deep 1:1 engagements with every customer, you’ll use data, automation, and structured programs to prioritize where and how to engage. You’ll be responsible for commercial outcomes, drive adoption and retention, and shape how Effectory builds scalable customer success for our growing midmarket and SMB segments.

Core Responsibilities

📊 Manage at Scale

• Own a large portfolio of midmarket and SMB accounts with full responsibility for adoption, retention, and growth.
• Use data to prioritize outreach and engagement — focusing on accounts with the highest impact potential.
• Drive renewals and upsells end-to-end, with full commercial ownership of your book of business.

📈 Data-Driven Account Prioritization

• Analyze account usage, health scores, product adoption patterns, and engagement trends to identify where intervention is needed.
• Help design and optimize customer segmentation and prioritization models to guide how the scaled CS team operates.
• Partner with operations and product teams to embed data into daily workflows.

🚀 Drive Adoption Through Programs

• Deliver adoption and engagement at scale through digital programs, webinars, campaigns, and light-touch success motions.
• Guide customers toward self-service and SaaS maturity, making Effectory easy and impactful to use without heavy handholding.
• Proactively introduce new features and drive awareness of best practices across your segment.

🧭 Commercial Ownership

• Own renewals, expansions, and churn prevention for your accounts.
• Identify growth opportunities, qualify needs, and close upsells independently.
• Partner with marketing and growth to build scalable upsell and retention programs.

🧠 Process & Playbook Design

• Contribute to building and refining playbooks for scaled CS — helping define how Effectory supports customers efficiently.
• Share learnings and insights to continuously improve segmentation, engagement, and digital success models.

🤝 Customer Engagement

• When the time is right to meet a customer face-to-face, you show up prepared and at a high level.
• You can seemlessly pivot between operational and strategic stakeholders and can inspire your customer to take the next step in employee listening.
• You deliver Success Reviews that provide value and build out the trust and relationship with your customers.

🔁 Feedback Loop

• Identify patterns and trends across your customer base.
• Share structured feedback with product and leadership teams to help shape platform improvements and roadmap priorities.

This is you

• 1–3 years of experience in Customer Success, account management, or a similar role in B2B SaaS.
• A data-driven mindset — you enjoy working with usage dashboards, health scores, and customer data to inform decisions.
• Strong ability to manage a large, fast-moving book of business with efficiency and focus.
• Experience with renewals, upsells, and churn prevention, ideally with full commercial ownership.
• Excellent communication skills and the ability to engage midmarket/SMB stakeholders effectively.
• Experience with SPICED or other structured success frameworks is a plus.
• Comfortable designing and working within structured, scalable processes.
• Fluency in Dutch & English.

What we offer

• Competitive base salary, holiday allowance, a 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), a 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 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.