Customer Success Manager - Public sector

We are looking for a Customer Success Manager to help a broad portfolio of customers in the public sector achieve their desired outcomes, ensuring they maximize the value they get from our products and services.

You play a vital role in transforming customers into advocates. It excites you to build and maintain trusted relationships and provide an exquisite customer experience.

You will be joining the team dedicated to the governmental and higher education sector within Effectory. As we service this sector in partnership with the national government, this team holds a high degree of ownership and responsibility to leverage this representative position for knowledge sharing purposes. This also means we develop our own products and services in close collaboration with our partner. This brings its own unique challenges and really requires you to act as the eyes and ears for both the customer and the company.

What you'll be doing

📈 Own Your Book of Business

• Manage ±30-40 customers in the governmental and higher education sector, driving retention and adoption in close collaboration with our consultants.

🚀 Drive Adoption & Engagement

• Ensure consistent usage and effect by linking customer goals to our offering. Engage key stakeholders and lead sessions (quarterly reviews) 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.

⚡ 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 we’re looking for

• 2+ years of experience in Customer Success, account management, or a related customer-facing role.
• A strong customer-centric mindset and ability to manage a diverse book of Public 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

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

Do you have a high level of self-support, sense of responsibility, initiative, and collaborative spirit? And are you known to use humor or a funny story to lighten the mood? Then you might just be a perfect match with us. Even if you don't meet every requirement, we'd still really like to hear from you.