Vacature: Customer Success Manager

Help customers to stay front-runners in their business.

About We Connect Data & DataScouts

We Connect Data is a young, quickly growing company. We develop data-driven digital solutions and provide services related to connecting, enriching and visualising context relevant data. Our flagship product is DataScouts, an Ecosystem Intelligence Platform that allows customers to visualise, explore and benchmark a portfolio of companies. Datascouts helps business developers and ecosystem leads to stay informed about what happens in their business space. 

About the position

As Customer Success Manager, you will advise and guide a wide variety of customers, ensuring they launch DataScouts successfully, adopt it widely and are driving business value from DataScouts. You will manage customer on-boarding, discover their business needs and challenges and coach them on the best ways to use DataScouts to solve them. Working closely with our customers, you ensure they are fully engaged and getting the value that they expect. 

Part coach, project manager, consultant and product expert, you are continually focused on helping our customers to stay front-runners in their business and be successful with DataScouts.

The success of the Customer Success Manager means customer engagement and expansion of DataScouts business

Key responsibilities

  • Serve as the primary point of contact for DataScouts’ customers
  • Prepare and educate customers on new features and releases, develop and share DataScouts best practices and capabilities. 
  • Coach customers to be product experts and train their teams on DataScouts best practices so they become increasingly self-sufficient.
  • Identify common customer challenges and proactively suggest better solutions.
  • Gather and use data collected along every aspect of the customer experience to drive continuous improvement
  • Monitor adoption, identify usage patterns and provide pro-actively recommendations to improve customer adoption and satisfaction
  • Act as voice of the customer and partner with internal DataScouts stakeholders to translate business needs and product requirements into new solutions for customers.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Help drive customer references and case studies.

Skills we are looking for

  • 5+ years of experience in a customer-facing role, i.e. customer service, customer success coaching, account management or strategic consulting, preferably in a SaaS company. 
  • Proven track record in Analysing Information, Crunching Data, Developing Processes and Standards, Service Excellence
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Strong interpersonal skills and experience building strong internal and external relationships.
  • Experience in highly professional customer service in a fast-paced, dynamic environment is an asset.
  • SaaS experience a benefit

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