Senior Customer Success Manager (Enterprise)

THIS IS YOUR JOB

Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 800 organisations in 70+ countries. Now more than ever, HR is an integral part of business strategy - which is why our feedback solution is tailor-made for strategic HR.

Our mission: to improve the working world by giving employees a voice and making sure their feedback has an impact.

The Role

As an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Effectory's highest-tier, most complex accounts. You move beyond tactical management to become a trusted advisor, ensuring that Effectory is deeply embedded in each customer's long-term business strategy and digital ecosystem.

Your mission is to architect success for your portfolio - adoption to measurable results and advocacy - by translating complex business challenges into measurable product value. You are responsible for driving high-impact adoption and securing long-term retention through multi-threaded partnerships and a deep understanding of the HR and people analytics landscape.

THIS IS YOU

What You'll Be Doing

• Effectory's Enterprise Customer Success team partners with our largest customers across Corporate (e.g. IKEA, AS Watson, PostNL), Healthcare, and Education. From the moment onboarding wraps up, you build the foundation for long-term adoption - establishing multi-level relationships that secure strategic buy-in early and keep it strong. Proactively translate technical usage data into compelling ROI narratives, demonstrating how Effectory drives impact across the full HR and engagement funnel - from adoption to long-term advocacy.

• Achieve a high Net Renewal Rate (NRR) by maintaining customer health, addressing risks proactively, and identifying opportunities to expand customer usage.

• Own the holistic health of your portfolio. You don't just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities.

• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.

• Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Effectory's leadership. Diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership.

• Synthesise high-tier customer needs into structured insights that inform our global product roadmap, ensuring Effectory evolves alongside the most sophisticated players in the market.

• Identify systemic bottlenecks in the CS workflow and propose improvements that elevate the performance of the entire CS organisation.

This Is You

• Fluent in Dutch or Flemish, proficient in English

• Strong experience in Customer Success or Account Management in a SaaS or technology environment

• Proven ability to drive product adoption, customer satisfaction (NPS), and retention through strategic intervention

• Proven track record of growing large, international customers in terms of ARR and solutions

• A solution-seeking, high-agency mindset — you proactively optimise internal workflows and don't wait to be told where the problems are

• Advanced proficiency in data interpretation; you identify and act on complex trends to secure portfolio health and growth

• Exceptional communication and relationship-building skills across multiple stakeholder levels, up to C-suite

• A genuine passion for helping customers succeed and seeing measurable business impact

• A collaborative team player who enjoys working with Account Managers, Product, and Marketing

• Exceptional organisation skills within high-volume settings; you focus your energy on systemic value and long-term results

• An understanding of digital advertising or search marketing is a plus, but not a requirement

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 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