Customer Success Manager Exact Online

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Netherlands, Delft Customer Success Netherlands

The Job

As Customer Success Manager “Insights & Engagement” you passionately strive to deliver an excellent customer experience to our customers. In this role your focus will be on securing and increasing customer engagement and improving retention rates for our Exact Online solution. Exact Online is a fast growing SaaS solution targeting SMEs and accountants.

You will be responsible for a team of 15 experienced professionals optimizing the after-sales customer journey. Some key words are data-driven, agile, scalable and relevant. We guide our customers to adopt our software through different channels and aim to be as personal as possible. One of the responsibilities is to further develop our Support Portal which is state of the art based on the Salesforce platform. Our Support Portal includes a knowledge base, a community, training tracks and much more. Another key focus area is to map the customer journey and roll out different ‘campaigns’ like In-Product-Messages and onboarding e-mail flows to engage with our customers. A third priority is to deliver data driven insights through A/B tests, data analysis and surveys like NPS. You will also be responsible  for defining plans to  improve customer satisfaction and retention.

You will be working together with other disciplines like support, consultancy, marketing, sales and our content team to make sure we passionately serve our customers and deliver an excellent customer experience. We work in an agile manor (scrum), stay on top of trends and developments in customer experience and make data driven decisions. The Customer Success Manager will directly report to our Customer Success Director. 

Your excellent people management skills, your experience with driving customer retention and your passion for delivering the best customer experience will help the teams to make a real difference for our customers.

You Offer

  • 5 to 10 years relevant experience
  • Bachelor degree
  • Experience with preferably Cloud Software
  • Excellent people management skills
  • Experience with an agile (for instance  scrum) way of working
  • Proven examples and best practices of data driven decisions

We Offer @ Delft

  • A competitive salary package
  • Company car, laptop and mobile phone
  • International work environment at our headquarters in Delft
  • Healthy food from our restaurant every day
  • Friday afternoon drinks at our own bar ‘Bits & Bytes’
  • Our own fitness center with personal trainer

Our Culture

Exact combines the energy of a startup with the benefits of a multinational. We think actions speak louder than words and continuously strive for innovation; technical as well as personal. Each day again, we challenge ourselves and each other to be better than the day before. There’s never a dull moment at Exact.
Exact has an open and welcoming culture in which anybody can have impact. We value ideas by their merit, not by their source. New opinions, people and principles keep our minds flexible, while we stay committed to our mission of empowering SME’s to be the driving force of the global economy.
Please apply using the form below.
You'll be hearing from us soon.

Interested in other challenging jobs @Exact? Look at our other vacancies.
Recruiter Arthur Fransen
Questions about this career opportunity?

Please contact Arthur Fransen

call +31 15 711 5000