Mid-market Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Mid-market Customer Success Manager based in Netherlands.
In this role, you will own a portfolio of mid-market customers in the DACH region, acting as their primary partner throughout the entire customer lifecycle. You will be responsible for driving retention, expansion, and long-term customer value while ensuring successful adoption of complex compliance frameworks. This is a high-impact, commercially focused Customer Success role where you will directly influence Net Revenue Retention and account growth. You will work closely with internal stakeholders to shape scalable customer success practices and improve how value is delivered to larger and more strategic accounts. The environment is fast-paced and high ownership, requiring strong autonomy and structured execution. You will act as a trusted advisor to customers, translating technical compliance concepts into clear business outcomes. This is an opportunity to significantly shape both customer success outcomes and broader growth strategy in a scaling SaaS environment.

Accountabilities:

• Own a portfolio of mid-market customers, taking full responsibility for renewals, retention, and expansion revenue across your accounts.


• Lead the end-to-end customer journey, including onboarding, implementation of compliance frameworks, and ongoing audit readiness support.


• Serve as a trusted advisor to customers, translating complex compliance and security topics into clear, actionable business value.


• Develop and execute structured account plans for key customers, ensuring long-term success and growth opportunities are identified and realized.


• Manage renewal cycles end-to-end, including pricing discussions, contract negotiations, and procurement coordination.


• Proactively identify and drive upsell and expansion opportunities across your customer base.


• Conduct Quarterly Business Reviews (QBRs) with clear value storytelling, performance insights, and actionable next steps.


• Maintain accurate forecasting, account health tracking, and expansion pipeline management within CRM systems.


• Collaborate with internal teams to improve customer success playbooks, templates, and scalable operational processes.

Requirements

• Minimum of 4 years of experience as a Customer Success Manager in a B2B SaaS environment, ideally within an early-stage or high-growth company.


• Proven ownership of renewals, retention, and expansion revenue, with a strong track record of delivering high Net Revenue Retention.


• Experience managing complex mid-market or enterprise customers with multiple stakeholders and long sales/renewal cycles.


• Strong commercial mindset with the ability to identify expansion opportunities in every customer interaction.


• Excellent communication skills, with the ability to clearly explain complex topics in both German (C2 level required) and English.


• Demonstrated ability to manage difficult commercial conversations, including pricing and contract negotiations.


• Highly structured, organized, and process-driven approach to managing accounts and customer lifecycle activities.


• Strong ability to operate independently in fast-paced, ambiguous environments with high ownership expectations.


• Experience in compliance, information security, or GRC-related topics is a strong plus.


• Experience building or improving Customer Success processes, tools, or playbooks is beneficial.

Benefits

• Fully remote work model with flexibility to operate within EU time zones.


• Competitive local salary aligned with market benchmarks.


• Generous equity package, giving you ownership in the company’s long-term success.


• Annual personal development budget of €1,000.


• Home office stipend and access to coworking spaces.


• 26 days of paid vacation plus local public holidays.


• Comprehensive health insurance coverage.


• Annual company retreat and regular team-wide events.


• Access to modern tech equipment (MacBook, monitors, headphones).


• Strong mentorship culture with access to experienced operators and investors.


• Collaborative, high-performance environment with a strong focus on ownership and impact.

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