Team Lead CSM

About the role

Leads a team of 5–6 across support, implementation, and customer success, based in Utrecht.

Joint responsibility for renewals and retention (upsell handled by Sales).

Collaborates closely with leadership across commercial and product functions.

Owns customer success strategy and execution including playbooks, customer journey, adoption, and advisory.

Focus areas include driving RNPS/NRR improvements, rolling out a tiering model, and boosting platform usage.

Tasked with introducing AI to improve efficiency in support and CS operations.

Optimising tooling and customer communication processes.

Plays a central role in defining and rolling out monetisation strategies for new AI features.

Expected to be hands-on, combining strategic vision with operational execution.

Unique Context (Not Publicly Available)

Backed by a major software group, benefiting from access to a broader network and shared best practices.

Recently launched AI features with strong focus on monetisation and user adoption.

Cultural evolution underway: moving from executional focus to strategic empowerment.

Client base is shifting towards mid-sized and large organisations (150–1K+ FTE).

Growth Potential

Opportunity to lead customer success initiatives towards €10M+ ARR.

High-growth role with potential to evolve into VP-level responsibilities.

Direct influence on product direction and commercial strategy.

Join during a key scale-up phase, following transition from founder-led era.

Must-Have Qualifications

• 3–5 years experience, ideally within B2B SaaS
• Proven track record in customer-facing or customer success roles
• Experience implementing new processes, playbooks, and tooling
• Data-driven mindset with an outcome-oriented approach
• Ability to manage the combined functions of support, implementation, and CS
• Strategic thinker with hands-on execution skills
• Strong cultural alignment: ambitious, proactive, fast-paced, and impact-driven

Nice-to-Haves

• Experience with customer tiering, RNPS/NRR improvement
• Familiarity with AI tooling and/or strategies for AI feature monetisation

silien@bluebirdrecruitment.com