Customer Success Manager

Customer Success Manager

Since 2007, Signicat has been steadily growing organically and through strategic acquisitions, which led us to become a pioneering Pan-European Digital Identity Service Provider (DISP). We support 170+ data sources to identify businesses and individuals – from national eIDs, ID-document scanning, and biometric verification to data sources for AML and KYC checks, all accessible through a single integration point.

With more than 500 professionals working together, we are united by our dedication to delivering excellent user authentication, orchestration, electronic signing, and identity-proofing solutions. At the core, Signicats are driven by an impactful mission - to build technology for people to trust each other in a digital world.

We are now seeking a Customer Success Manager to join Enterprise Western-Europe business unit and ensure that the customers are successful and satisfied with the company's products and services.

What you will do:

• Manage new and existing customers, ensuring their success and satisfaction with the company's products and services.
• Function as the customers (in your portfolio) main point of contact regarding operational and technical questions (excluding support queries).
• Develop and execute strategic initiatives and projects that improve customer experience and drive growth.
• Collaborate with cross-functional teams, including sales, marketing, product, finance and tech, to ensure a seamless customer experience.
• Conduct regular check-ins and reviews with customers to understand their needs and identify areas for improvement (included but not limited to QBR's)
• Contribute to the highest possible adoption of the products sold.
• Participate in developing use case documentation, technical literature, training material.
• Take an active role in account planning together with the sales executives to ensure the long-term development of the relationship between Signicat and the respective customers, this includes identifying customer needs and identify upsell and cross sell opportunities as well as qualifying opportunities.
• Act as the voice of the customer internally, providing feedback and insights to ensure that the company can continue to be customer focused and set the right plans and strategies forward.
• Run workshops and optimize the use of Signicat's products

What we expect:

• Bachelor's degree in business, marketing, engineering, IT or another related field or relevant work experience.
• 3+ years of experience in a customer-facing role in a technology-driven environment, preferably in a SaaS B2B environment.
• Able to effectively bridge the gap between technical solutions and customer needs, demonstrating an aptitude for understanding and explaining complex concepts in a clear and concise manner.
• Proven track record of building strong customer relationships.
• Excellent communication both verbally and in written form.
• Fluent in English and Dutch or German.
• Strong problem-solving skills.
• Strong project management and organizational skills, with the ability to handle multiple projects and priorities simultaneously.

Ideally you are:

• Customer-centric – passionate about delivering exceptional customer experiences and achieving customer success.
• Tech-savvy & curious - you have a keen interest in understanding the technical workings of SaaS platforms. Excited to become an expert in Signicat's solutions and articulate their value to customers, driving successful outcomes.
• Strategic thinker – ability to think strategically and drive customer engagement.
• Collaborative – able to work effectively with cross-functional teams and build strong relationships with internal and external stakeholders.
• Result-driven – motivated by achieving tangible results and driving business growth.
• Continuous learner – committed to ongoing learning and development to stay current to industry trends, Signicat's products and best practices.

What we offer:

• Tailored benefits package by location - we aim to empower our employees by offering customized benefits suited to each market.
• Your tech, your way - choose the tech gear that aligns with your comfort and meets your preferences.
• Hybrid work style - collaborate with the team in-office several days a week and embrace the flexible work model.
• Work-life balance - enjoy an extra 5 paid days off annually, and we will celebrate your work anniversaries with additional days off to recognize and reward your milestones.
• Rotterdam: Modern workplace - a cosy office located in the heart of Rotterdam near the central station, with daily lunches provided to keep you fueled throughout the day and so much more!
• Health & Wellness - we prioritize your physical and mental well-being by providing designated packs and access to the Headspace app.
• Continuous growth - quarterly development talks, a dedicated time during working hours each week for training and development, unlimited access to Udemy courses, defined career paths and internal mentorship opportunities.
• Customised onboarding - we will prepare an Onboarding Plan to ensure an easy and smooth beginning.
• Give back to the community - option to use 16 hours of paid volunteer time each year to support a charity or cause you are passionate about.
• Be part of an international team - the opportunity to work from any other Signicat office for 2 months per year and 3 weeks per year from any European country.
• Empowering feedback culture - by using employee engagement tools, we ensure that every voice is heard, empowering us to grow together.
• Meet-ups - frequent office gatherings and biennial Kick-off event to bring every Signicat under one roof that you don't want to miss.