Customer Success Manager (Dutch speaking)

Job description

Who we are:

Hey, we’re Impraise, a growing, Y Combinator backed startup with offices in two of the most beautiful city centers of the world, Amsterdam and New York (soon opening another office in Lisbon).

We’re on a mission to revamp the burdensome yearly performance review process and enable people to use continuous feedback in order to grow personally and professionally throughout the year. Your work will have a major impact on a huge number of people, working at the most advanced and highest performing companies worldwide. Work is a huge part of people’s lives. 

At Impraise you’ll have the chance to work with a team of amazing people with a proven track record of delivering state of the art products.Check out our Culture Video to discover who we are :) 


What we do:

Our mission is to help people become successful in their professional life. Impraise is the tracker of your professional life:

  • providing  continuous insights into performance
  • easily collecting insightful feedback
  • offering guidance on next steps in your career

We’ve come a long way and work with some amazing clients like Booking.com, Tony Chocolonely’s , Bugaboo, Travelbird, and Bynder. We see many exciting opportunities ahead.


Your team:

The team you’ll be joining has both talented Customer Success Managers and Customer Support Consultants. Your team’s mission is to help new and current clients to achieve their transition towards a more continuous feedback culture and towards building a high-performing work environment. Your team is responsible for the onboarding and a successful long-term relationship.  


You:

As the Customer Success Manager, you will be responsible for a portfolio of customers for which you drive customer adoption and success leading to renewals, expansion and advocacy across the portfolio. As a trusted advisor and coach you will become an expert on best-practice performance management and determine how Impraise’s solutions can be effectively applied to support achievement of our customer's strategic business goals and employee success.

You should have a passion for building strong customer relationships and achieving customer outcomes through the use of innovative software and the adoption of industry and function best practices.


Responsibilities you will have:

  • Partner with a portfolio of Impraise customers to understand their performance management strategy and objectives and identify the tactics, strategies, and best practices needed to achieve them
  • Develop an extensive working knowledge of Impraise products, services, and best practices. Be the trusted partner for the customer on use-case and product functionality
  • Listen to customers to learn from their needs and use cases, deliver and communicate value throughout the customer lifecycle, and ultimately build strong relationships with customers, across levels and functions
  • Collaborate with internal implementation team and customer support to reduce churn and surface growth and expansion opportunities
  • Represent the needs of your customers within various cross-functional teams at Impraise
  • Contribute to continuously improve our internal and customer facing process


Requirements

What we ideally are looking for:

You gained experience in the field of performance management and/or talent development. Preferably you have been active as a consultant or implemented technologies at clients. You are very structured, have a passion for technology, are very comfortable to work in a dynamic and fast changing environment and are ready to contribute to a fast growing organization.


Need-to-have skills:

  • 4+ years of experience in Customer Success, Management Consulting, Account Management, Business Development, or another client-facing role
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Implementation Services)
  • Passion for building relationships with customers in a wide variety of industries
  • Knowledge of SaaS products and the SaaS industry
  • Superior communication skills.  Internal and external written/oral communication are critical in this role
  • Fluent in Dutch and English 
  • Orientation toward analytics and process improvement opportunities
  • Comfort in ambiguity and an ability to frequently switch gears with ease
  • Impraise is a start-up with start-up challenges. Candidates should be prepared to problem-solve and adapt on the fly


Nice-to-have skills:

  • Experience working in the HR industry
  • Expertise about performance management processes within organizations
  • Passionate about HR-technology
  • Commercial mind-set


What we offer to you : 

  • Competitive base salary
  • The opportunity to change an industry and add real value to end-users
  • Ownership and the ability to make every day an impact
  • Work with a talented team, advisors and investors from Europe and USA
  • Fast paced, fun, and energetic company with a friendly culture
  • Wonderful office & opportunity to join daily office lunch with your colleagues
  • Possible Stock options plan 
  • Vacation policy: 25 paid vacation days a year 
  • Up to €150 commute coverage in case you live >10km from the office 
  • Annual Professional Development Allowance (€1500) 
  • Annual Health Allowance (€500)
  • Company provided laptop and equipment
  • and more