Customer Success Manager

Key Responsibilities

• Onboarding and Implementation: Guide new NineID customers through the initial setup, training, and integration of our platform with a focus on accelerating their time to value, ensuring they are efficiently onboarded and can quickly realize the benefits within their high-stakes environments.
• Customer Relationship Management: Build and nurture strong, long-lasting relationships with key stakeholders at NineID customer accounts, deeply understanding their specific needs, operational goals, acting as their primary point of contact, and providing ongoing support and aftercare, which may include occasional on-site visits to ensure their continued success.
• Product Knowledge and Advocacy: Develop a deep understanding of NineID's platform and its capabilities to effectively address customer inquiries, provide expert guidance, and advocate for customer needs and feature requests within the company.
• Customer Education and Training: Deliver ongoing education and training to empower customers to maximize their utilization of NineID's features and achieve their desired outcomes in managing their critical operations.
• Feedback Gathering and Reporting: Systematically collect and analyze customer feedback regarding their experience with NineID, identifying key areas for improvement and effectively communicating these insights to internal product and development teams.
• Customer Retention and Growth: Develop and implement proactive strategies aimed at increasing customer retention, driving higher levels of satisfaction, and collaborating with the sales team to identify opportunities for account growth and expansion.
• Collaboration: Work closely and collaboratively with NineID's sales, support, product management, and other internal teams to ensure a seamless and positive end-to-end customer experience.

Skills & Competencies

• Requirements
  • Experience in Customer Success, ideally within a SaaS company and with a focus on enterprise customers.
  • Strong customer-focused mindset with a passion for helping customers succeed.
  • Excellent written and verbal communication and presentation skills.
  • Ability to build strong relationships with customers.
  • Solid understanding of SaaS principles and customer lifecycle.
  • Proactive and results-oriented approach.
  • Ability to learn and adapt to new software and technologies.
  • Strong organizational and time-management skills.
  • Fluency in English.
  • Bachelor's degree in a relevant field (Business, Technology, etc.).
• Additional Assets
  • Experience working with clients in (heavy) industrial environments (e.g. Chemical, Manufacturing, and F&B industries).
  • Familiarity with customer support software tools.
  • Fluency in Dutch or German is a plus.

What we offer

At NineID, we prioritize the well-being of our employees as well as maintaining a productive work-environment as we strive to create an open-minded, dynamic, and inclusive workplace. We foster innovation, collaboration, and personal growth, contributing to both individual development as well as collective success. You’ll become part of a welcoming, hard-working and enthusiastic team and be able to enjoy team activities, whilst fulfilling an interesting and challenging role. One of the many benefits in a start-up is really experiencing the impact of your work within the company and being able to grow with it.

In alignment with these values, we offer a competitive salary package with flexible benefits designed to adapt to the evolving needs of our employees. These benefits include meal vouchers, health insurance, a laptop, flexible working hours, remote work options, and more.