Opportunity brief
Effectory is Europe's leading employee engagement platform, helping organizations unlock the power of their people through continuous listening, actionable insights, and a strong culture of engagement. We're looking for a Customer Success Manager to help us drive adoption and growth across a large portfolio of SMB customers in the Benelux and Nordics. You'll own the full customer lifecycle, use data to make smart decisions at scale, and help design the systems and practices that will allow Effectory to support ~ 100 customers efficiently and effectively.
Your Mission
You will manage a large book of business with a focus on scale. Rather than deep 1:1 engagements with every customer, you'll use data, automation, and structured programs to prioritize where and how to engage. You'll be responsible for commercial outcomes, drive adoption and retention, and shape how Effectory builds scalable customer success for our growing midmarket and SMB segments.
The salary range for this position is EUR 46.100 and EUR 57.700 gross per year OTE (86% fixed, 14% bonus).
Core Responsibilities
📊 Manage at Scale
- Own a large portfolio of midmarket and SMB accounts with full responsibility for adoption, retention, and growth.
- Use data to prioritize outreach and engagement — focusing on accounts with the highest impact potential.
- Drive renewals and upsells end-to-end, with full commercial ownership of your book of business.
📈 Data-Driven Account Prioritization
- Analyze account usage, health scores, product adoption patterns, and engagement trends to identify where intervention is needed.
- Help design and optimize customer segmentation and prioritization models to guide how the scaled CS team operates.
- Partner with operations and product teams to embed data into daily workflows.
🚀 Drive Adoption Through Programs
- Deliver adoption and engagement at scale through digital programs, webinars, campaigns, and light-touch success motions.
- Guide customers toward self-service and SaaS maturity, making Effectory easy and impactful to use without heavy handholding.
- Proactively introduce new features and drive awareness of best practices across your segment.
🧭 Commercial Ownership
- Own renewals, expansions, and churn prevention for your accounts.
- Identify growth opportunities, qualify needs, and close upsells independently.
- Partner with marketing and growth to build scalable upsell and retention programs.
🧠 Process & Playbook Design
- Contribute to building and refining playbooks for scaled CS — helping define how Effectory supports customers efficiently.
- Share learnings and insights to continuously improve segmentation, engagement, and digital success models.
🤝 Customer Engagement
- When the time is right to meet a customer face-to-face, you show up prepared and at a high level.
- You can seemlessly pivot between operational and strategic stakeholders and can inspire your customer to take the next step in employee listening.
- You deliver Success Reviews that provide value and build out the trust and relationship with your customers.
🔁 Feedback Loop
- Identify patterns and trends across your customer base.
- Share structured feedback with product and leadership teams to help shape platform improvements and roadmap priorities.