Customer Success Manager

As a Customer Success Manager, you will help shape how internal IT services are adopted, valued and trusted across NN Group. This is a new role with real freedom to define customer success in a complex, high-impact environment.

In this role, you will be a true jack-of-all-trades, operating at the intersection of technology, strategy, and people. You will bring structure to complexity, connect internal clients with engineering teams, and turn diverse signals into clear directions during moments of change. You will also:

• Act as the primary point of contact for a defined group of internal customers
• Act as the voice of the customer internally, sharing feedback and driving change to improve products and services
• Build and maintain trusted advisor relationships with customers and chair customer boards on performance, priorities and improvement
• Prepare and organize C-level customer meetings
• Drive adoption of infrastructure services based on customer use cases through alignment sessions and clear communication
• Initiate or contribute to change initiatives aimed at improving customer experience and our internal ways of working

You enjoy operating in complex situations and view change as something to shape, not to manage from the sidelines. Comfortable moving between highly technical experts and business stakeholders, you know how to create connections without oversimplifying the content. Unspoken communication cues do not go unnoticed, and you act on them with confidence and care. Autonomy, ownership and the chance to build something new within NN motivate you. You also bring:

• A university-level of thinking and a strong understanding of IT infrastructure, without needing to be hands-on
• Experience in customer-facing or commercial roles such as customer success, account management or consultative selling
• The ability to steer group discussions, read social dynamics and follow up one-on-one when needed
• Ability to navigate complex environments and get things done
• Confidence to balance empathy with strategic direction, especially when standardisation causes resistance
• A proactive mindset and the ability to define your own approach to customer success and continuous improvement
• Experience in cross-functional collaboration within Enterprise-size companies (desirable)

You will be part of Group IT’s Infrastructure domain, within a highly educated and professional team that thrives on complex challenges. Colleagues are passionate about their work, strong on content and constructive in collaboration, combining technical depth with respect for relationships. The environment has an international character, with teams working across the Netherlands, Spain and the Czech Republic. English is widely used, and different perspectives are valued. While the scale is large, the culture has a startup-like feel, with space for ideas, experimentation and shaping how things are done together.

If you have any questions about the job, you can reach out to Chantal Verhagen, Talent Acquisition Specialist, via +316 30272713 and chantal.verhagen@nn.nl.