Customer Success Manager (Amsterdam Based)

Job description

Working @Surfly

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 ūüöÄ.


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.

    Surfly Perks: 

    • 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

    Requirements

    • 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.