- The role requires an individual with exceptional influencing and interpersonal skills and a results‑driven approach
- Proven experience in customer experience, upselling and retention, customer success (preferably in a B2B SaaS/Technology company)
- Proven track record of successfully building strong customer relationships and growing the business and organization
- Able to lead value‑driven conversations aligned to customer business outcomes
- Customer‑centric mindset; excels at relationship building, active listening, empathy
- Strategic thinking and planning; aligns success plans with business goals & KPIs
- Analytical and data‑driven; skilled in health scoring, usage analysis, outcome management
- Effective communicator; persuasive, clear, and adept at managing escalations and cross‑functional collaboration
- Technical proficiency: comfortable with CRM (Salesforce), Gainsight, analytics tools, and BI platforms
- Change enablement; leads onboarding, adoption, and process improvement initiatives
- Negotiation & financial acumen; manages renewals, contract terms, ROI demonstration
- Proactive problem‑solver; identifies risks, mitigates churn, drives continuous improvement
- Skilled in standardization for scalable success
- Able and willing to travel to conduct customer visits
- Fluent in Dutch & English (written/ verbal)
- This role is responsible for driving initiatives that enhance customer engagement, satisfaction, and retention throughout the customer lifecycle
- The CSM partners on the post‑sales customer journey, developing strategies to resolve pain points, improve customer experience, and maximize the value realized from products
- The role leads value‑driven conversations to understand customer goals, success criteria, and desired outcomes, translating these into measurable success plans
- The CSM will help build best‑in‑class retention and satisfaction, developing a revenue‑generating success plan, and working with cross‑functional teams to ensure a world‑class customer experience and value realization
- Acts as a trusted, strategic advocate that drives customer engagement, adoption, and retention, ultimately enabling customer success and contributing to long‑term business growth
- The role is responsible for post‑sale relationships, including enablement, renewals, upselling, and collaborating with the Service Manager to support and monitor service management while supporting the overall customer experience
- Onboarding:
- Facilitate customer onboarding, training ("Equinix Customer Portal (ECP)", best practices), and resource sharing (user guides, FAQs, etc.)
- Develop and track success plans for effective adoption and value realization
- Adoption and Success Management:
- Develops, maintains, and tracks the progress of a Customer Success Plan
- Conducts regular QBRs with customers for strategic business conversations
- Proactively monitors customer utilization, performance, and compliance to drive product and process adoption
- Able to articulate Equinix’s products (current, future) to educate customers on concepts, practices, and recommend add‑ons
- Collect and manage customer feedback, providing information to relevant teams to improve the customer experience
- Accountable for driving incremental sales and retaining existing revenue by proactively sharing fit‑for‑purpose benefits that support adoption, growth, and capture opportunities aligned to the customer’s KPIs
- Account Management & Retention & Growth:
- Serve as primary post‑sales contact and strategic consultation
- Proactively manage renewals and retention
- Flag churn risks and identify growth opportunities
- Issue & Escalation Management:
- Assess issues/escalations to validate, prioritize, and progress accordingly
- Ensure adherence to standard operating procedures, policies/rules/restrictions, and resolve customer issues and escalations
- Engage stakeholders and conduct post‑mortem analyses
- Cross‑Functional Collaboration:
- Collaborate across cross‑functional teams (e.g., Delivery, Support, Sales, Marketing, Product, Operations) to enhance the customer experience
- Support organizational evolution and ongoing process improvements
- Success Metrics:
- NRR (Net Revenue Retention)
- GRR (Gross Revenue Retention)
- CHS (Customer Health Score)
Salarisomschrijving
€55000 - €75000 monthly