Senior Customer Success Manager

Gestalte die Zukunft des Customer Success bei Shiftbase

Job description

At Shiftbase, we're helping thousands of shift-based companies manage time better, freeing them from admin so they can focus on what truly matters. With 8,500+ customers and rapid growth across Europe, we’re scaling fast. And we’re looking for an experienced Senior Customer Success Manager to help us take our customer experience to the next level.

You’ll work with 100+ accounts, from onboarding through to renewal, acting as a strategic partner and trusted advisor. You’ll bring structure, drive proactive engagement, and help improve the processes that allow us to scale Customer Success without losing our personal touch.

This role is ideal for someone who thrives in a fast-paced SaaS environment, enjoys working across teams and knows how to create real value for customers at scale.

What you’ll do

As a Senior Customer Success Manager, you’ll own a portfolio of 100+ customers and play a key role in helping them succeed with Shiftbase. You’ll be hands-on from onboarding to renewal, ensuring our customers grow with us while continuously improving how we scale our Customer Success approach.

• Own and drive the full customer lifecycle
  From platform adoption to retention and expansion.
• Build strong, proactive relationships that go beyond support
  Acting as a strategic advisor to help customers get the most out of our platform. This also includes being the internal voice of your accounts: sharing product feedback and insights to improve our platform.
• Improve and scale customer success processes
  Help scale what works, bring ideas to improve playbooks, onboarding flows and customer communication.
• Reduce churn, improve retention
  Maintain a proactive approach to risk, while delivering a consistently high CSAT and NPS.

What you bring to the role

• 3–6 years of Customer Success experience in a B2B SaaS environment.
• Experience managing a large and varied customer portfolio.
• A data-driven mindset: you know how to use metrics to drive action.
• Experience improving or implementing customer success processes.
• You build trust quickly with customers and colleagues.
• Comfortable working cross-functionally with sales, product and support.
• Energetic and hands-on. You're not afraid to roll up your sleeves and take ownership.
• Able to juggle multiple priorities in a fast-moving environment.
• Fluent in Dutch, professional level of English.

Our promise

• A place where you can help shape how we scale Customer Success across Europe
• Work in a culture that values speed, ownership and clear results
• Competitive salary between €4.750-€6.000 gross a month (excluding holiday pay), based on experience
• 25 vacation days (based on a 40-hour workweek)
• NS Business Card / commuting allowance
• Hybrid work setup (3 days in office when working full time), with a centrally located office in Zoetermeer
• Personal development budget
• Daily lunch, quality equipment and regular team events

Ready to make an impact at a fast-growing tech scale-up?

Email us at careers@shiftbase.com if you have any questions.

We are not looking for agency support for this role. Unsolicited profiles submitted to us will be treated as direct applications.