Lead Customer Success Manager

Who we are

At Software Improvement Group (SIG), we empower organizations to enhance their software quality through deep source code analysis and tailored, strategic advice. Our software assurance platform, Sigrid, together with our expert IT consultants, enables our customers to take full control of their software environments, ensuring their technology is a driver of success, not a source of risk. We have a strong market presence and serious growth ambitions for the coming years, and we are looking for people who want to help us realize this.

Where you come in

The Customer Success team is responsible for managing all Sigrid engagements. As a Lead Customer Success Manager, you will lead the customer success management team while also handling CSM duties for your clients. You will maintain a client-centric perspective on all activities related to specific customers. Your role involves supporting customer needs through collaboration with account executives and consultants. You will ensure excellent service delivery at strategic and partner accounts, addressing both operational and technical matters, and regularly checking in with clients. Actively guiding customers to increase their adoption of the Sigrid platform is a key aspect of your responsibility. You will also develop and manage relationships at various business levels within client organizations, in consultation with consultants and account executives, while identifying commercial opportunities. You’ll be leading our Amsterdam-based team, servicing clients from around the world.

How we work

As a Lead Customer Success Manager, you play a vital role in fostering successful, long-term relationships between clients and SIG. In addition to this, you will contribute to the development of other Customer Success Managers (CSMs) and the overall CSM role at SIG. Your goal is to create compelling narratives that provide advice aligned with your customers' business objectives. By proactively developing initiatives, you will enhance long-term customer engagement and improve overall organizational performance. You will also provide customers with new insights into how they can use Sigrid more effectively in their business. Throughout your work, you will serve as a role model, ensuring that your knowledge of the domain is current and that you thoroughly understand your customers’ needs. Typically, your responsibilities will include:

• Perform line management duties for a team of four Customer Success Managers (CSMs), ensuring continuous improvement and development.
• Oversee all operational customer processes, including onboarding, planning, training, and project management.
• Ensure that the administration of your entire project portfolio is complete, accurate, and up to date in both Vitally and FinancialForce. This includes managing planning, budget, resourcing, and instalments.
• Guide clients in enhancing their maturity in software quality assurance.
• Educate other CSMs on best practices relevant to their roles.
• Identify the skills and competencies needed for effective account delivery and expansion.
• Actively train and help develop other CSMs to improve their support and client relationship management skills, focusing on both technical and soft skills.
• Create and facilitate a community for CSMs where knowledge sharing and mutual learning are prioritized.
• Develop a forward-looking vision for the Customer Success Management function within SIG and establish a support network for this initiative.
• Ensure adherence to SIG’s security policies and procedures.

What's in it for you?

You will participate in an intensive onboarding program that focuses on SIG’s proprietary tools and methodologies. Our aim is to support your goals through ongoing professional development and regular career progression sessions. We are not looking for individuals who are merely seeking a job. Instead, we seek passionate people who want to make a difference in the world by enhancing software quality. We have ambitious dreams for transforming the landscape of quality software, and we expect you to share that vision!

Job requirements

• Proven experience in successfully leading teams while balancing results with a human-centric approach.
• Decisive, goal-oriented, positive, and open to experimentation.
• Holds a master's degree, preferably in a field that combines Business and IT, such as Business Information Technology or Business Information Management.
• Over 8 years of relevant work experience in IT, with the majority in Customer Success Management (CSM).
• Expected to be technically savvy, flexible, and creative.
• Ability to identify commercial opportunities.
• Excellent interpersonal skills and a motivated team player.
• Analytical mindset with a quick learning ability geared toward problem-solving.
• Opinionated and a strong listener, focused on understanding others first.
• Very customer-focused with a service mentality, both internally and externally.
• Proactive, self-starting, and self-motivated.
• Excellent command of both Dutch and English, in verbal and written communication.