Customer Success Manager (Amsterdam Based)
Surfly is based in Amsterdam and the global market leader for co-browsing technology, powering in-person online experiences for more than 100,000 users and over 2 million sessions per year. Leading organizations use Surfly to upgrade existing Phone, Chat and Email channels with in-person online co-browsing experiences, resulting in greater customer satisfaction that exceed expectations. Following an easy setup, organizations can humanize existing interactions across all channels, systems and departments.
This is a very exciting time to be joining a rapidly growing company. We've experienced strong growth and success in international markets and recently closed a round of financing to fund the next chapter of growth 🚀.
Who we are looking for:
Surfly is looking for an ambitious person with 3+ years experience for the role of Customer Success Manager.
Your goals is to retain our users, excite them and exceed their expectations. You will be part of a passionate growing team that prides itself in developing and maintaining great and friendly relationships with customers. This role is based out of Amsterdam.
Day to day, you will:
Add value to customers by understanding their current and future business goals and challenges and translating those into relevant solutions and strategic account planning.
- Activate and engage our enterprise customers.
- Own and guide the onboarding process and work closely with the Sales and Service team to ensure client goals are met.
- Identify and develop relationships with decision-makers and key influencers within organisations.
- Effectively manage client concerns, client expectations and timelines. Turn them into enthusiasts.
- Identify and drive upsell and cross-sell opportunities.
- Collect and build case studies for sales and marketing.
- Focus on building brand awareness and engagement of the Surfly brand.
- Keep CRM systems up to date.
- Communicate Product opportunities to the Product team.
- A shiny new MacBook Pro
- Work with an exceptionally bright, talented and fun bunch of colleagues
- Employee Stock Option Plan: we are all owners and shareholders of our company - Surfly's success is in our hands!
- Rest up with 25 holidays per year and approx. 7 national holidays per year
- The occasional company-wide gathering and team outings
- You have 3+ years customer success or project management experience, preferably in the SaaS industry.
- You have Outstanding communication skills, are accurate and have an eye for detail.
- You are a creative problem-solving thinker with a strong interest in technology.
- You are open-minded, and willing to work in a fast-paced environment with a proactive attitude.
- You are Enthusiastic, and are ready to learn and grow as a person.
- You have high levels of empathy and emotional intelligence.
- You believe diversity, collaboration and teamwork are key drivers for success.
- You champion and advocate the highest service excellence mentality throughout the company.