About the role
The Customer Success Manager BE+NL is pivotal in nurturing and strengthening client relationships, primarily (but not exclusively) with our Dutch speaking customers. With a main focus on ensuring customer satisfaction and retention, the CSM serves as the main point of contact post-sales, guiding clients through their journey, resolving any issues, and ensuring they harness the full potential of our SaaS products.
The CSM is a good account manager who is not afraid of 1st line support and always able to keep a clear head when needed. The CSM also has a touch of project management to be able to assist (new) customers with their onboarding, help with integrations or redesign projects. Overall, the CSM is responsible for client happiness/customer satisfaction. A good CSM doesn’t simply relay what a customer says they need, but is able to understand the ‘why’ behind and knows when to push back or offer (better) alternatives using existing solutions and inspiration from other customers.
Kelly, one of our Customer Success Managers in the UK, shares:
“My favourite aspect of working in this role is getting to work alongside a wide variety of Cultural organisations of different sizes, genres and even locations! Supporting them to reach their goals by helping them make the most of the Peppered tools.”
Language proficiency
Dutch: at least C1
English: at least C1
Main responsibilities
- Account Management: Establishing and cultivating strong relationships with clients to understand their unique needs and objectives, matching these to our solutions. Identifying opportunities for upselling or cross-selling based on client needs.
- Community Management: With our strong focus on culture, it’s not only about the relationship we have, but also about fostering the community of likeminded cultural organisations - bring together venues across the world to play into the collectiveness.
- 1st line of support: Supporting clients through our support portal (all CSM’s take turns on ‘ticket watch’) and providing training/webinars to new and existing clients. Gathering client feedback on the product and services, and channelling it to the relevant teams for continuous improvement.
- Project Management: Seeing a new implementation and client onboarding through from the sales handover to ongoing relationship, or working with an existing client on an exciting new journey. Thanks to our specialized SaaS offering, project management is relatively straight forward.
- Client Advocacy: Collaborating with the Marketing team to highlight customer success stories, and serving as the voice of the customer, or better yet the community, within the organisation and between customers.
Bonus points if you have…
- An understanding or strong passion for the arts and culture industry.
- Previous experience in a similar role for a SaaS product.
- A degree in a relevant field.
What’s in it for you?
- Work in a fast-growing scale-up, with an exciting perspective and potential for further international growth
- CultureSuite is a company that is active and specialised in one of the most beautiful sectors - culture (theatre, art, music, film, museums), so you come across the best organisations and meet the most inspiring people, who share the same thing from various backgrounds: love for culture and the value that art can have in a society
- A laptop at your disposal (which can be used for private use as well)
- Participation in the pension programme
- Work (partially) remote
- Official parental leave
- In addition, CultureSuite has an arrangement to flexibly schedule all public holidays as days off at other times
- For this vacancy, candidates are sought in the two countries where CultureSuite has offices: the UK and the Netherlands. Further primary and secondary employment conditions are therefore subject to local guidelines and regulations (such as vacation days and coverage of certain expenses/benefits).
- Salary range:
NL: €3.000-4.500 p/m
UK: £30k-45k /annum
Equal opportunities
We’re an equal opportunity employer and diversity is extremely important to us. We never discriminate on the basis of gender, age, race, religion, national origin, sexual orientation, marital status, or disability status.
We're committed to removing invisible barriers. We are happy to make any adjustments we can to better support you.
Your location
We are a hybrid/remote team based in the UK and Netherlands (our offices are in Rotterdam and Glasgow). For this role, we’re looking for a (near-)native Dutch speaker, based in the Netherlands or the UK. Candidates must be legally authorised to work within the UK or Netherlands without the need for CultureSuite’s sponsorship for an immigration-related employment benefit (i.e. work visa, work permit, etc.).
We value face-to-face interactions to achieve our mission and bring out the best in each other, and so a willingness to travel is highly desirable.
About us
CultureSuite works across the UK, US and Europe to make building and managing websites more sustainable for the arts and culture sector, using our SaaS offering Peppered. This is what one of our customers says: "Before Peppered, our website had a number of restrictions – with content updates often needing agency support – and we couldn't properly showcase our artistic programme. Now our digital team has the creative freedom to craft engaging digital experiences. The platform's flexibility means we can respond quickly to opportunities, and it is incredibly exciting to be part of a community of venues all contributing to the platform's evolution."
How to apply
If this sounds like the next step you’ve been looking for in your career, please send us your CV and a cover letter telling us about your experience and what makes you right for the role (paying close attention to the responsibilities and language proficiency sections above).
Please fill out the application form and we’ll get back to you in the second week of January.
