Open Application - Customer Success

*Research shows that male candidates often feel confident enough to apply when they meet approximately 60% of the job requirements, while female candidates typically only apply when they meet all criteria. If this role truly fits you, but you are doubting whether you meet every requirement, we would still love to hear from you.

Do you want to work in a professional Customer Success team within an international B2B SaaS environment? At Virtual Vaults, you will work daily with M&A advisors, private equity professionals, lawyers, and corporate deal teams both domestically and abroad.

Our Customer Success team does more than just help customers use our platform effectively. We guide them throughout the entire customer lifecycle and actively drive onboarding, adoption, retention, renewals, and growth.

As Virtual Vaults continues to grow, we are regularly looking for new Customer Success talent. Depending on your experience, you can start with us as a Customer Success Associate or Customer Success Advisor.

Virtual Vaults is a European dealmaking platform for the mid-market M&A market.

Our platform helps dealmakers prepare, execute, and close transactions in one connected environment: from the initial preparations in a Workspace to due diligence in a Virtual Data Room and the final Archive after closing. We combine technology with proactive Customer Success and help professionals execute their deals with more control, oversight, and confidence.

From Rotterdam, we are growing further in the Netherlands and other European markets.

Virtual Vaults helps dealmakers prepare, execute, and close transactions. Our Customer Success team ensures that customers start successfully, use the platform effectively, and derive maximum value from it throughout their partnership. This means we look beyond just service or support.

We guide onboarding, monitor usage and adoption, recognize churn risks, support retention and renewals, and identify opportunities for further growth and expansion. Customer Success is therefore central to our organization and works closely with Sales, Product, and our customers.

The role of Customer Success Associate is intended for talent at the beginning of their career.

For example, you have just completed your HBO or WO higher education or have approximately one to two years of relevant work experience. You want to develop yourself within Customer Success and are curious about technology, customer behavior, and commercial processes.

As an Associate, you will learn how professional Customer Success works and will quickly receive responsibility.

You support customers during their first steps with Virtual Vaults, assist with onboardings, answer substantive questions, and learn to recognize usage and customer behavior. You work closely with Advisors and Customer Success Managers and develop yourself in topics such as adoption, customer health, retention, churn, and growth.

You are not just busy solving questions. You learn to understand what a customer is trying to achieve and how Virtual Vaults can best help with that.

Do you have at least approximately three years of relevant work experience and are you used to working independently with customers? Then the role of Customer Success Advisor likely fits you better.

As a Customer Success Advisor, you are responsible for the onboarding and successful adoption of our customers. You guide M&A professionals in optimally setting up and using their Workspace or Virtual Data Room. You ask the right questions, understand the customer's process, and translate that into a suitable configuration of our platform. You independently manage onboardings and training, advise customers on best practices, and signal when extra guidance is needed or when there are opportunities for further development of the customer relationship.

In addition, you recognize important Customer Success signals regarding adoption, retention, churn, renewals, and growth, and you work closely with the Customer Success Manager who is responsible for the broader customer relationship.

Depending on your level and experience, you will be involved in, among other things:

• guiding customers during their start with Virtual Vaults;

• providing onboardings and online training;

• advising customers on the use and configuration of Workspaces and Virtual Data Rooms;

• ensuring that customers can quickly work independently and successfully with the platform;

• monitoring usage, adoption, and customer health;

• signaling when a customer needs extra attention;

• recognizing churn and retention signals;

• signaling commercial and substantive growth opportunities;

• collaborating with Customer Success Managers regarding renewals and expansion;

• sharing customer feedback with Sales and Product;

• thinking along about how we can further improve our Customer Success processes.

You work with customers in the Netherlands, the United Kingdom, Germany, and other European markets. Professional proficiency in both Dutch and English is therefore important.

We are looking for ambitious people who get energy from customers, learn quickly, and want to take responsibility.

For the role of Customer Success Associate, we are looking for candidates with a completed HBO or WO degree and preferably up to two years of relevant work experience.

For the role of Customer Success Advisor, we are looking for candidates with at least approximately three years of relevant work experience and demonstrable experience in independently guiding and advising customers.

Experience within B2B SaaS, consultancy, professional services, implementation, onboarding, or a commercial environment is relevant.

Experience within M&A, corporate finance, private equity, legal, or another transactional environment is a clear advantage. If you have strong relevant M&A experience, we will explicitly look at that experience and your potential.

This is not a traditional customer service role. We are looking for people who can think along with customers on a substantive level and want to develop themselves within a professional Customer Success team.

You will likely recognize yourself in several of these points:

• You are smart, curious, and a fast learner.

• You want to understand why a customer needs something, not just how something works.

• You are enthusiastic and get energy from customer contact.

• You dare to take initiative and do not wait around.

• You enjoy leading a conversation, onboarding, or training.

• You are commercially aware and understand how Customer Success contributes to adoption, retention, and growth.

• You enjoy collaborating and actively share information with colleagues.

• You are accurate and professional.

• You feel comfortable in an environment with pace and responsibility.

• You are internationally oriented.

• You speak and write good Dutch and English.

• You are interested in M&A, technology, and dealmaking.

• You get energy from working in the office.

Virtual Vaults is located in Rotterdam, and you can recognize that mentality in the way we work.

We are direct, pragmatic, and ambitious. We take responsibility, help each other, and get things done.

At the same time, we work with professional clients and sensitive transactions. Quality, reliability, ownership, and attention to detail are therefore essential.

We are not looking for people who only execute what they are asked. We are looking for team players who think along, take initiative, and want to become better.

• Salary between €3,000 and €4,500, depending on experience

• Employment between 32 and 40 hours per week

• 27 vacation days

• 100% pension contribution paid by Virtual Vaults

• NS Business Card for commuting, or a travel allowance of 25ct per kilometer (for a travel distance of 10+ km).

• Training budget for personal and professional development

• A professional, ambitious, and informal working atmosphere

• Fun company events and team outings

• Daily fresh lunch and fruit

Have you recently graduated and want to build a career within a professional Customer Success team? Or do you already have several years of experience and are ready for more responsibility and substantive customer advice? Then we would love to get in touch with you.

Tell us what you have done so far, what gives you energy, and where you want to further develop yourself within Customer Success.

Disclaimer for recruitment agencies: Virtual Vaults does not accept unsolicited CVs or candidate profiles. Without a prior written agreement, all submitted profiles become the property of Virtual Vaults and there is no right to any fee.