Team Lead Customer Success (& Enterprise Customer Success Manager)

Your mission
We are looking for an ambitious colleague who gets energy from creating value with our customers to be the Team Lead of our Customer Success team!

The challenge
As an Enterprise Customer Success Manager and Team Lead, it is your responsibility to build long lasting relationships with our customers, understand their needs and help them obtain the most value from our solutions by identifying commercial opportunities and determining and mitigating churn risks. Moreover, guide/coach the team and support its needs.
 
You will do this by:

• 1/3 of time handling enterprise customers yourself:
  - Develop strong relationships with key customers with multi-site projects (30-40), understand their business objectives and align our solutions accordingly;
  - Drive and keep track of customer action and customer success reviews with key customers. Proactively identify and mitigate risk in each customer’s ability to achieve their goals;
  - Collaborate with the sales team (mainly Enterprise Sales Executives) to drive customer renewals, expansion, cross sell and upsell;
  - Address customer concerns before they become problems, ensuring a positive customer experience.
• 1/3 of time managing the team:
  - Establishing the foundations for a CSM function at Sensorfact, for our ~2000 customers;
  - Coaching and problem resolution.
• 1/3 of time making improvements / analytics:
  - Improving processes and tools, setting up the right reporting, doing analyses into what drives success, which customer accounts are successful and what are key drivers of this. Setting up improvement initiatives, etc. 

Our product
We develop products that allow manufacturers to easily monitor consumption and gain insight into their machinery. Our focus is to make smart monitoring simple, think energy, water, gas consumption and more and we do this by offering a solution that is easy to install and use. Your profile
This role is perfect for you, if you meet the following:
 

• Proven experience (2-5 years) as an Enterprise Customer Success Manager, Strategy Consultant or a similar customer-facing role within the SaaS industry;
• Strong interpersonal skills to establish trust and credibility with clients;
• Commercial mindset, enjoying building out accounts and quickly identifying opportunities for up-sell and cross-sell and avoiding churn; 
• Exceptional communication skills, both written and verbal. The ability to convey complex technical concepts in a clear and understandable manner;
• Building and leading a team in a start-up or scale-up environment (ideally in a SaaS company);
• Experience with setting up goals and KPIs, planning etc.
• A passion for customers, going all the way for your customers and for creating great customer experiences;
• Ability to work in a fast paced scale-up environment;
• Excellent communication skills in English (Dutch and other languages are a plus)

Why us?

• You can play a key role in the growth of Sensorfact and with that creating a smart and sustainable industry;
• Sensorfact grows rapidly and that results in a lot of opportunities for our employees. If you join, you can grow with us;
• We have an open culture where you get a lot of freedom and where taking ownership is valued;
• Legendary lunches, drinks and other activities with colleagues (our office manager exceeds our expectations every time);
• Competitive salary (for us, this is based on your experience and output) + bonus...

…and we obviously offer you the usual: a contract for 32-40 hours per week (depending on your wishes), employer contribution to your pension, 27 holidays, €500 contribution to set up/improve your home office and a NS business card to get you to our great office. #LI-EVGENIA