Customer Success Manager

Senior Customer Success Manager

Do you have customer service running through your veins? Our Senior Customer Success Manager role might be exactly what you are looking for then.

The Customer Success Management (CSM) department is a part of Leaseweb Global BV and represents the voice of our customers within the organization. In doing so, the CSM supports our most important customers through the post-sales customer lifecycle, including customer adoption, ongoing support, product improvements, renewals, and expansions. Furthermore, CSMs are the main interface for all support-related inquiries and build relationships with relevant stakeholders as trusted advisors to maintain customer loyalty and satisfaction while strengthening the relationship with the business.

What is the role about?

• Build strong relationships with customers through regular contact, visits, and calls.
• Be the main point of contact between the company and a portfolio of named accounts.
• Create customer awareness within Leaseweb and act as “the voice of the customer” internally.
• Coordinate escalations of the portfolio customers within Leaseweb and function as the main point of communication for customers regarding these escalations.
• Analyze, review, and report performance results against criteria established in SLAs and OLAs with customers.
• Establish and maintain strong working relationships with Senior Sponsors, Department Heads, Process Owners, and Business Unit Directors.
• Create practical information, procedure reports, and monthly customer reporting in close cooperation with Team Managers and Process Managers.
• Establish a service review process; plan, organize, and facilitate recurring meetings internally.
• Suggest improvements on all customer-facing applications in use within Leaseweb.
• Make Process Managers understand the service management requirements for proposed new services and changes, including the impact on customers.
• Create and maintain all Customer Success related documentation.
• Contribute to developing, coaching, and mentoring team members to improve performance and reach their full potential.
• Act as project manager in case of new, large deliveries or renewal of customers.

What we’re looking for:

• Native Dutch speaker with excellent oral and written communication in English.
• 4+ years of working experience in a similar (or relevant) role.
• Significant experience working with customers, internal stakeholders, and project management.
• Contract/engagement/relation/project management experience.
• Proven customer-centric mindset.
• Strong teamwork attitude and social skills.
• Ability to work under pressure, set priorities, and analyze problems.
• Driver’s license B.
• Plus: ITIL Service Management (foundation), Prince 2/PMBOK methodology experience.

Benefits include:

• Participation in annual company bonus scheme, a company pension, and monthly Internet allowance.
• 25 days of paid time off (and the option to buy or sell up to 5 more days).
• Free lunch and parking, the best coffee, and fresh fruit provided daily (when in the office).
• Attractive relocation packages and an agency that takes care of the entire visa process.
• Access to the Leaseweb Academy, a personalized learning platform offering a variety of studies, (Dutch) courses, and trainings.
• Fun events year-round – from virtual pub quizzes to summer parties, company runs, quarterly hackathons, and much more.
• Monthly after-work drinks.
• A multicultural work environment (our colleagues in HQ alone are from over 65 countries!) in a company where you can truly make a difference.

Ready for the next step?

If you’d like to apply, please do so online. To learn more about us, follow us on LinkedIn or Instagram to get an inside look at life at Leaseweb. For questions, please reach out to Merve Bulazar, Talent Acquisition Specialist, at: m.bulazar@global.leaseweb.com.