Client Success Manager

  • Sales
  • Amsterdam, Netherlands

Client Success Manager

Job description

The rapid growth of Dealroom.co requires a diligent and hungry Client Success Manager to strengthen our team and drive client retention and account-expansion.

The Customer Success Manager (CSM) will be building relationships within a portfolio of clients, containing a variety of large and small internationally operating companies. Your responsibilities range from onboarding Enterprise clients and supporting them in best utilizing our application, to deepening relationships with existing customers and increasing the value they get from the product and our data. You’ll need to use your commercial experience to handle contract renewals, as well as up-, cross-, and deep selling. A real understanding of our customer’s goals and needs is required to help serve customers as an equal counterpart. Some experience with APIs and integrations allow you to effectively respond to customer questions and requests. An understanding of CSM metrics and KPIs, and the use of NPS and CSM-automation, allow you to track and improve the client's health status, finding a good balance between anticipation and quick response.

A successful candidate will be a self-starter, with high energy, has a team player mentality, and thrive in a fast-changing International startup environment. You have the ability to connect at different levels of an organization, both internally and externally.

If you are focussed, hungry and creative, with a good understanding of technology and a proactive mindset, please read further!

About Dealroom.

Dealroom is Europe’s leading provider of startup data & insights. Founded in Amsterdam in 2013, our mission is to support entrepreneurship and innovation, by providing the most trusted intelligence and insights on company journeys. We enable Venture Capital firms, corporates, advisory firms and governments to stay at the forefront of innovation, discover the world’s most promising companies and identify strategic opportunities.


Our core products:

1/ The Dealroom SaaS platform offers an intuitive interface to identify and track promising startups and analyse broader industry/business model trends.

2/ The Dealroom API, enables our clients to integrate Dealroom’s investment-grade data straight into their own applications and processes.

3/ Custom research projects combine Dealroom data with expert insights, to create market-leading industry deep-dives and trend analysis.

4/ Dealroom Ecosystem Solutions, provide open-access community startup data platforms to support local governments, founders and investors. Our curated and crowdsourced data and insights foster industry connections and showcase domestic tech sector strength on the global stage. Examples include Berlin, The Netherlands and the United Kingdom.

Our clients include world-leading firms such as Mckinsey, BCG, Deloitte, Google, Amazon, Microsoft, Sony, Sequoia, Insight VP, Balderton Capital, EQT and many others, that all rely on Dealroom Data in their strategic decision-making.

Team.

We operate from the heart of Amsterdam. Our passion for startups, scaleups and innovation lives in our work, informing reliable intelligence and new insights for our users. Our team is ambitious, diligent and proactive, but with a strong sense of fun, as seen at weekly team drinks! We continuously strive to live our 6 company values: Empathy, Courage, Positivity, Curiosity, Focus Outward, and be Hungry

Job Description.

The Customer Success Manager will:

  • Manage a portfolio of international (enterprise) clients
  • Onboard new customers by guiding them through the kickoff process and ensuring proper implementation
  • Build and maintain customer relationships at different levels of the organization. Ensure customer satisfaction and retention through active listening and able to process feedback
  • Renewal and expansion of contracts, by actively monitoring the clients needs, identifying opportunities and acting accordingly
  • Develop or have a genuine understanding of the customer’s business and use cases. Making sure they get the most out of our product and meet their business needs
  • Develop a network of champions within each account through education, coaching and troubleshooting
  • Identifying relevant new projects and growth opportunities
  • Be the connecting element between all internal departments to ensure maximum customer satisfaction and further development of the product

What we can offer you.

  • Competitive salary
  • Freedom and responsibility to execute on your own ideas
  • Positive, empathic and outward-focused colleagues, and customers working at the forefront of innovation and technology
  • Perks designed to set you up for success in a new reality:
    • When working in the office, a daily lunch-pack provided by De Buurt Boer
    • Apple or Windows laptop of your choice
    • Flexible working hours
    • Home-office setup (screen, etc)
    • Travel reimbursement
  • Additionally:
    • Take your birthday off
    • Eligibility to Employee Stock Units plan
    • Learning & development budget
  • More to come!

Job requirements

  • Bachelor/Master’s degree in Economics/Finance/Business
  • At least 2-years experience in either Customer Success or Account Management in a fast-growth SaaS business
  • Commercial mindset and experience. You have a passion for negotiating the best possible outcome for external and internal stakeholders. You have experience in sales and with negotiating contracts. You see opportunities, experienced with cross-, up-, and deep selling
  • Affinity and passion. You have a genuine interest in technology, startups and venture capital markets
  • Customer-oriented. You know how to get to the question behind the question and you’re truly focused on helping your customer succeed
  • Excellent communication skills. You are fluent in English and can communicate in a clear, goal-oriented way that leaves no room for interpretation. You can take the lead in a conversation, but you also know when it’s time to listen
  • Pioneer mindset and ambition. You never settle for mediocrity and are always looking for ways to grow yourself and the company
  • Team player and can-do attitude. Experienced in working in a fast-growing, international, and ever-changing startup environment
  • Experience of working with Hubspot or other CRM systems is a plus