Customer Success Manager

• You have at least 3 years of experience in a Customer Success, account management, or similar customer-oriented role, preferably within a SaaS environment;

• You have experience in independently setting up customer programs or initiatives, not just executing them;

• You are used to working with customer data to set priorities. You do not act on gut feeling but on signals;

• You have experience with tools such as Intercom, Pipedrive, or similar.

• You are proactive by nature. You do not wait until a customer reaches out, you are already there;

• You combine strong communication skills with a structured way of working;

• You can switch between 1-on-1 customer contact and setting up scalable programs;

• You are analytical enough to read adoption data and draw conclusions from it;

• You collaborate pleasantly with Sales, Product, and CS, but are just as effective when working independently;

• You are fluent in Dutch and have a good command of English.

• A competitive salary between €3,500 and €4,500 per month (based on 40h);

• 32-, 36-, or 40-hour work week;

• 25 vacation days (based on 40h);

• The possibility to work hybrid: at home and at the office in The Hague;

• Pension scheme with ASR;

• Laptop of your choice;

• Learning & Development budget;

• NS business card or €0.25 per km (car) or 0.15 per km (bicycle);

• Free lunch, drinks & snacks at the office;

• Fun team outings, beach BBQs, and monthly drinks;

• Unlimited use of OpenUp to work on your mental health;

• The chance to make an impact on the quality of education for the next generation.

LessonUp has a growing customer base of schools. Our challenge is not only bringing in new schools, but also onboarding, activating, and supporting the teachers and schools that are already there.

As a Customer Success Manager, you are responsible for the implementation of LessonUp at schools, develop an action plan together with them, and ensure maximum adoption. You proactively guide schools toward structural and widespread use of LessonUp and ensure high customer satisfaction. You provide them with the right necessities, such as training, workshops, or other types of content, depending on the need. You monitor the results of schools, ensure timely renewal conversations, and identify upsell opportunities.

The feedback you receive, you collect and translate into internal improvements together with the Customer Success team. With the help of your input, you help to set up scalable initiatives that contribute to activation for all schools and teachers.

You report to the Head of Product & CS and work closely with the existing Customer Success and Sales teams. Your most important KPIs are (school) activation, subscription utilization per school, and retention.

• Guide schools at the start of their subscription, so that use and adoption get underway quickly. In doing so, ensure a smooth handover from Sales after closing;

• Maintain proactive contact with schools based on segmentation: size, type of education, and adoption rate. Not only when there is a question;

• Monitor the use of LessonUp at schools, identify low adoption early, and take action before it leads to churn or downsell;

• Work together with the CS team on scalable programs and campaigns that stimulate school-wide adoption for large groups at once: webinars, email flows, workshops, and help content;

• Bring signals and feedback from customer conversations back to Product, Marketing, and Sales: you are close to the user.