SMB Customer Success Manager

Descrizione del lavoro:

About the Role

As an SMB Customer Success Manager at DataSnipper, you will play a pivotal role in helping our customers achieve their goals with our innovative, AI-powered solutions, maximizing business value while also identifying and capturing opportunities for expansion, upselling, and cross-selling. The ideal candidate is a results-oriented, data-savvy professional passionate about delivering tailored solutions that drive business outcomes.
This role offers a unique opportunity to work with audit and finance professionals who are at the center of global capital markets. You'll serve as their strategic partner, guiding them through digital transformation and helping them realize the full potential of AI-driven automation.

About DataSnipper

Audit and finance are still massively manual - and we're changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.
Now, we're taking things further with our Excel Agent - bringing AI directly into where the work actually happens. Unlike generic AI tools, we don't sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence - meaning it doesn't just generate answers, it does the work, with full traceability.
We're not just applying AI - we're redefining how audit gets done. If you want to build something category-defining at scale, this is the place

What you will do

* Onboarding & activation at scale: get new customers set up fast, drive early wins, reduce time-to-value.
* Drive adoption + value realization: monitor usage/health signals, push the right nudges (tips, trainings, workflows) so customers actually change behavior and see ROI.
* Run digital programs: build automated journeys (email/in-app/CRM sequences), webinars, office hours, guides, and self-serve resources.
* Customer comms & enablement: segment customers and run targeted messaging/campaigns (feature launches, best practices, renewal prep).
* Proactive risk management: spot churn risk via data (usage drops, low engagement, support signals) and intervene with plays.
* Partner with Sales/AM/Renewals: tee up expansion opportunities and support renewals with context on health, adoption, and value.
* Voice of customer internally: share themes with Product/Support/Marketing to improve product and programs.

What you bring to the table:

* Customer Experience: 2+ years in onboarding, account management, or customer success, ideally in SaaS.
* Strong Communication Skills: Ability to explain complex technical concepts clearly to both technical and non-technical audiences, creating documentation, training materials, and enabling resources.
* Process Improvement Mindset: Expertise in identifying inefficiencies, analyzing workflows, and implementing scalable process improvements that enhance customer experience and operational efficiency.
* Product Knowledge: Ability to quickly learn and communicate product features and best practices to customers.
* Collaboration: Proven track record of working cross-functionally with Renewal Managers and internal teams.
* Discovery Skills: Skilled at uncovering customer challenges through analysis of data, active listening, and consultative questioning.
* Project Management: Capable of managing onboarding timelines, success plans, and multiple customer priorities.
* Analytical Mindset: Comfortable using data to identify risks, measure engagement, and inform decisions.
* Customer-Centric Approach: Empathetic, proactive, and focused on driving adoption and long-term success.

What We Offer:

* Be part of one of the fastest-growing, profitable unicorn scale-ups in the Netherlands with a global impact
* Equity (Stock Appreciation Rights) to share the company's success and growth
* Pension plan with a 6% contribution on top of your base salary
* 28 vacation days per year (full-time) to support your work-life balance
* Hybrid work model with at least 3 days onsite in our dynamic Amsterdam office
* Daily, freshly prepared lunches by our in-house chef to keep you energized
* NS business card for easy commuting to the office
* Access to continuous learning and development initiatives to grow your skills
* Engage with a vibrant international team spread across five global offices
* Company-wide events like DataSnipper GO, where global teams come together
* Access to OpenUp, a mental health and wellness platform supporting your wellbeing

Recruitment Process
* Recruiter Screen (30 minutes, online)
* Hiring Manager Interview (30 minutes, online)
* Assessment Interview (1 hour, on-site)
* Final Interview (30 minutes, online)

At DataSnipper, your expertise will directly shape the future of audit automation while advancing your career in a vibrant, fast-moving environment. If you thrive on innovation and impact - come build the future with us. 🚀
Ready to Elevate Your Career?
Apply now and let's explore how you can make an impact at DataSnipper