Customer Success Manager

Full time

About the role

As the Customer Success Manager at NineID, you will be the driving force behind our customers' satisfaction and success. You will be responsible for cultivating relationships with our customers, understanding their needs, and ensuring they receive exceptional support and service.

NineID is an innovative startup dedicated to revolutionizing access management and industrial identification. As we continue to expand, we recognize the pivotal role of exceptional customer success in supporting our vision. We are seeking a dynamic and skilled Customer Success Manager who will be instrumental in ensuring our customers' success and satisfaction. If you thrive in a fast-paced environment, are a proactive problem solver, and have a passion for helping customers excel, we invite you to join our team and contribute to our journey!

Join NineID today and be an essential contributor to our mission, helping us create a productive and engaging work atmosphere while supporting our customers' success. We offer a competitive salary package along with additional benefits. You will have an exciting opportunity for personal and professional growth in a startup environment dedicated to making a positive impact.

You will

  • Knowledge Base Management: Create and maintain a comprehensive knowledge base for the NineID software package to assist customers in finding solutions and resources independently.
  • KPI Monitoring: Set up and monitor key performance indicators (KPIs) for NineID's operations to measure and improve the effectiveness of our services.
  • Key Account Management: Act as a Key Account Manager for new customers, ensuring a smooth onboarding process, software setup, training, and providing ongoing support and aftercare. This may require occasional on-site visits to customers.
  • Commercial Responsibilities: Establish clear retention goals and process milestones for the clients to work towards. Try to upsell our products wherever possible. Review customer complaints and concerns and seek to improve the customer experience
  • Support Desk Management: Manage the support desk and ensure timely and efficient responses to customer requests, troubleshooting issues, and providing solutions.
  • Customer Advocacy: Be the voice of the customers within the NineID team, actively participating in feature development discussions and helping prioritize customer-driven enhancements.
  • User Testing: Assist in the critical testing of new releases and features, providing feedback and insights based on customer needs and expectations.

Ideally, you have

  • Experience: 3-5 years of experience in customer success, preferably in the Enterprise SaaS industry.
  • Familiarity with support packages like Hubspot, Zendesk, Freshdesk, or similar tools is considered a plus.
  • Experience in (heavy) industrial environments is also advantageous.
  • Language Proficiency: Fluent in English, Dutch is a plus, enabling effective communication with a diverse customer base.
  • Customer Focus: Strong customer-focused mindset with a passion for helping customers succeed and a dedication to building long-term relationships.
  • Communication & Presentation Skills: Excellent written and verbal communication and presentation skills, ensuring effective interaction with customers and the internal team.
  • Process Improvement: Enthusiastic about process improvement and dedicated to helping customers and key users optimize their workflows.
  • Technical Skills: Strong proficiency in MS Office tools and the ability to adapt to new software applications.
  • Education: Bachelor's degree in Business Administration, Engineering, or an equivalent field is preferred.

We love what we do, you will too.

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