Senior Customer Success Manager

Great experiences don't happen by accident. They're built with intention, care, and the right tools.

We believe every employee milestone deserves to be exceptional.

That's why Appical exists: to help HR teams create engaging experiences from start to finish: whether someone is joining, growing, returning or moving on.

When it's done right, employees stay longer, perform faster, and feel valued every stage of their journey. When it's not, the costs add up fast.

The platform makes it simple to build meaningful experiences that save time for HR, while helping employees feel supported and confident.

Together, we turn every new beginning into an unforgettable experience.

We are looking for a Senior Customer Success Manager who wants to strategically help build the growth of our customers and Appical. In this role, you are responsible for a portfolio of approximately 30 to 40 enterprise customers such as Heineken, ASML, and a large portion of the ministries. As a strategic sparring partner for your customers, you understand their business, you speak to your customers regularly in QBRs/BRMs, you know what is happening, and you help them translate their goals into concrete results.

In doing so, you look beyond daily customer contact: you identify opportunities for retention, commercial growth, and (inter)national expansion, build sustainable customer relationships, and are responsible for contract renewals. You also play an important role in partner management and leveraging opportunities within our partner network. You actively gather customer feedback and translate insights into input for our strategy, service delivery, and product development.

You work closely with Sales, Marketing, Implementation, and Product and play an important role in further professionalizing our customer journey and approach.

Additionally, you are skilled with AI and know how to apply this smartly in your daily work. You use AI to analyze customer insights faster, prepare for conversations better, identify opportunities, and set up processes more smartly and efficiently.

You will receive a lot of ownership and space to provide your own direction. We are therefore looking for someone who does not just execute, but thinks along, takes initiative, and knows how to bring others along through their seniority.

• You have at least 4 years of experience in Customer Success within a commercial SaaS environment, preferably in HR-Tech.

• You have a commercial mindset and get energy from growth, retention, and spotting opportunities.

• You are a strategic sparring partner for customers and know how to translate customer needs into advice and concrete actions.

• You are proactive, independent, and strong in stakeholder and time management.

• You take ownership, love to share knowledge, and actively contribute to the development of the team and our Customer Success approach.

• You are skilled with AI and know how to use this smartly to do your work more efficiently, smartly, and better.

Well organized!

• Salary: €4,400 - €5,300 gross per month (full-time)

• Bonus up to 2x your monthly salary

• 25 vacation days + pension plan and travel allowance

• Hybrid working: 3 days per week in the office + up to 4 weeks workation per year

• MacBook and phone (allowance)

• Daily healthy lunch + discount on Urban Sports Club or other sports subscription

• Access to OpenUp for mental support

• Lots of ownership and space for initiative within an ambitious, open, and inclusive SaaS scale-up

Let's talk!

Do you see yourself as our new Senior Customer Success Manager? Then apply immediately! We would love to meet you.

Questions? Contact our recruiter Joëlle van Erp via +31 6 48 71 01 58 or joelle.vanerp@appical.com.

For this position, we do not work with external recruiters.