Opportunity brief
Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 800 organisations in 70+ countries. Now more than ever, HR is an integral part of business strategy - which is why our feedback solution is tailor-made for strategic HR. Our mission: to improve the working world by giving employees a voice and making sure their feedback has an impact. The role We're looking for a Principal Customer Success Manager to take on a hybrid leadership and customer-facing role within our Mid-Market team in the Benelux. You'll spend 60% of your time leading and developing a team of Customer Success Managers , and 40% of your time managing your own portfolio of around 25 Mid-Market customers , ensuring they adopt Effectory effectively, realize measurable outcomes, and grow with us. This is a role for an experienced CS professional who combines strong people-leadership skills with hands-on customer expertise, and who wants to help shape how the team operates and scales. Your Mission You will act as both a leader for the Mid-Market CS team and the main point of contact for a portfolio of Mid-Market customers (500–3000 employees). As a leader, you'll coach and develop your team members, drive operational excellence, and represent the team in cross-functional initiatives. As a practitioner, you'll own the full customer lifecycle from adoption to renewal for your own accounts, identify opportunities for growth, and help shape how Effectory collaborates internally to deliver success at scale. The salary range for this position is EUR 75.000 and EUR 86.000 gross per year OTE (86% fixed, 14% bonus). Core Responsibilities Team Leadership (±60%) Coach & Develop the Team Support the growth of Customer Success Managers through regular coaching, feedback, and skill development. Help team members build strong customer relationships and grow in their careers. Operational Ownership Oversee day-to-day operational aspects of the team — capacity and account allocation, performance tracking, forecasting, and reporting on team health and results. Set the Standard Champion best practices and success methodologies (e.g. SPICED) across the team, ensuring consistent, high-quality customer engagement and account management. Cross-Functional Projects Represent the Mid-Market CS team in cross-functional initiatives with Consulting, Support, Onboarding, Product, and Sales, and help translate team and customer needs into broader improvements. Escalation & Risk Management Act as an escalation point for the team on complex customer situations, supporting CSMs in resolving risk and securing renewals. Team Performance & Reporting Monitor team-level metrics (retention, renewals, upsell, account health) and report on progress against targets to CS leadership. Own Book of Business (±40%) Own Your Book of Business Manage ±25 Mid-Market customers in Benelux, driving retention, renewals, and upsells. Collaborate with People Strategy Consultants on larger expansion opportunities. Drive Adoption & Engagement Ensure consistent platform usage by linking customer goals to Effectory's capabilities. Engage key stakeholders and lead sessions (Success Reviews, Workshops) to drive adoption and value. Expansion & Growth Identify and qualify expansion opportunities (CSQLs), promote new features, and guide customers to demos, webinars, and events. Measure Success Use SPICED to track outcomes, monitor account health, and run regular check-ins and success reviews (e.g., twice per year). Feedback Loop Represent the voice of the customer internally and share actionable feedback to improve the product and customer experience.