Senior Customer Success Manager

Join Software Improvement Group (SIG) as a Senior 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

Customer Success is responsible for servicing all Sigrid engagements. As a Senior Customer Success Manager, you maintain a client-centric overview of all activities around a specific customer. You support the customers' needs with account executives and consultants, ensuring excellent delivery at strategic and partner accounts, ranging from operational and technical matters to regularly checking in with clients. You are actively guiding the customer to increase adoption of the Sigrid platform and develop and manage relationships at different business levels in the client organization, in consultation with consultants and account executives. You also spot commercial opportunities. You’ll be part of our Amsterdam-based team servicing clients all over the world.

How we work

As a Senior Customer Success Manager, you serve as the vital link between the client and SIG, ensuring a successful long-term engagement. In addition to this role, you contribute to the development of other Customer Success Managers (CSMs) and the CSM function within SIG. Your aim is to create compelling narratives that align advice with customers' business goals, while proactively developing initiatives to foster long-term customer relationships and enhance overall organizational performance. You will provide customers with valuable insights into how they can utilize Sigrid effectively in their operations. Throughout your work, you will serve as a role model, ensuring that your domain knowledge remains current and that you are well-acquainted with the specifics of your customers. Typically, your responsibilities will include:

• Managing all operational customer processes, such as onboarding, planning, training, and project management.
• Ensuring that all project portfolio administration in Vitally and FinancialForce is complete, accurate, and up to date, covering planning, budgeting, resourcing, and installments.
• Guiding clients to improve their maturity in software quality assurance.
• Educating other CSMs on relevant best practices.
• Identifying the skills and competencies necessary for effective account delivery and expansion.
• Actively training and helping develop other CSMs to enhance their support and client relationship management skills, both from a technical perspective and soft skills.
• Creating and facilitating a CSM community focused on knowledge sharing and mutual learning.
• Developing a vision for the future of CSM at SIG and establishing a support base to achieve this vision.
• Ensuring 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 toolset and methodologies. We are committed to helping you achieve your goals through continuous professional development and regular career progression sessions. We are not looking for individuals who are simply seeking a job! We are interested in those who aspire to change the world and believe that enhancing software quality is key to making that change. Our vision for redefining software quality is ambitious, and we expect you to share that passion!

Job Requirements

• Master’s degree in a field that intersects Business and IT, such as Business Information Technology or Business Information Management.
• Over 8 years of relevant work experience in IT.
• Expected to be technically proficient, flexible, and creative.
• Ability to identify commercial opportunities.
• Excellent interpersonal skills and a strong team player.
• Analytical mindset, quick learner, and focused on problem-solving.
• Strong opinions, good listener, and seeks to understand first.
• Customer-focused with a service-oriented mentality, both internally and externally.
• Proactive, self-starting, and self-motivated.
• Excellent command of both Dutch and English, both verbally and in writing.
• Previous experience as a Customer Success Manager is a plus.
• Relevant IT management experience is a bonus.