Customer Success Lead

''Customer success shouldn't just be a department, it should be the entire company''
Over the past years, we at Effectory have worked hard on our transition towards SaaS. We already have a strong foothold at the Dutch market but we can't be stopped there! Are you ready to lead a passionate team that puts the customer at the heart of everything we do?

At Effectory, we believe that creating an amazing employee experience starts with a powerful customer experience and that’s where you come in. As Customer Success Lead, you'll be responsible for leading a team of talented Customer Success Managers (CSMs), helping them thrive in their roles while ensuring our clients are getting the best out of our platform and partnership.

With your experience in a SaaS (preferably HR-tech) environment, you bring a sharp vision on what Customer Success really means beyond onboarding and renewals. You know how to build long-term relationships, drive value, and spot growth opportunities. You're not afraid to challenge the status quo, and get energy from creating effective ways of working for the team. You’ll report to our COO and partner with Finance and RevOps to forecast renewals, expansions, and churn to meet quarterly growth targets.

You bring a great mix of strategic thinking and people leadership, with a warm, hands-on approach. You also have:

• Experience in leading a Customer Success team in a SaaS environment (HR-tech is a big plus!)

• A strong, clear vision on what Customer Success should look like in a modern, fast-scaling company and knows how to pro-actively collaborate with Sales, Product, Marketing and Finance

• Proven ability to guide and inspire a team in both performance and personal development

• Proven track record in driving commercial outcomes (NRR > 110%, expansion ARR) in a SaaS scale-up

• Hands-on experience designing and scaling go-to-market and commercial playbooks

• Strong financial and analytical acumen; comfortable with forecasts, P&L metrics, dashboards

• Fluency in Dutch and English

  
  
  What you'll be doing

• Own and drive team targets for Net Revenue Retention (NRR)

• Execute CS-led go-to-market plays for upsell and cross-sell of new services and modules

• Bring clarity and energy in a fast-moving environment, and be a driving force behind team culture and performance

• Enable the CS-team of 10 FTE to inspire our customers with best practices - ROI selling, packaging strategies and negotiation

• Partner with Sales, RevOps, and Marketing to forecast and pipeline expansion opportunities

• Feed customer insights into roadmap planning to accelerate adoption and stickiness

THIS IS US

Effectory is Europe’s leading employee feedback solution. With our platform, HR and management we 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 1,200 organizations in 110 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.

Effectory’s mission

We are dedicated to improving the working world by giving employees a voice and making sure their feedback has an impact. Our experts work with HR teams and managers around the world, using employee feedback to overcome some of their biggest people-oriented challenges. From software engineers to HR specialists, every day Effectory’s people work to improve the working world, and we are looking for talented individuals who also want to be part of this mission.

THIS IS WHAT WE OFFER

• Competitive salary

• An annual bonus scheme

• 25 holidays for FTEs, and flexible public holiday options

• A fun and interactive onboarding program to get to know our company and some of your new colleagues

• A learning budget to spend on your own personal development. We also provide extensive professional and personal development opportunities, and also organize yearly summer and winter schools

• Flexible working: you will be able to work max 60% of your contract hours from home (or any other location in the Netherlands and/or Germany)

• Budget to set up your home office

• Yearly Body & Mind budget to spend on anything that energizes (or relaxes) you

• Annual events, such as our Christmas party, summer party & the legendary Big Day

• Additional monthly compensation for working from home

• You get your birthday off work, and can also take a day to volunteer for a cause of your choice

THIS IS HOW IT WORKS

1. You want this job: submit your application via the link below

2. We are intrigued: join a phone call to further introduce yourself and ask questions

3. We all think it went well: we now meet live (or in a video call) to get to know each other a bit better

4. We like each other even more: you meet potential team members and get a bit of a pleasant grilling

5. We want to see you in action: you complete a case/assessment

6. The final hurdle: we agree on terms & conditions, we sign and you start!