Customer Success Manager

Utrecht (NL), September 2024 - We are growing fast and are on the move! Are you the Customer Success manager who helps our organization grow into the world's leading digital exam provider? Job Overview: At Cirrus Assessment, customer success is at the heart of everything we do. We are seeking a passionate and experienced Customer Success Manager to join our dynamic and expanding team in the EdTech SaaS space. This role plays a pivotal part in ensuring our clients' success by offering top-tier support and building strong relationships with key stakeholders. You will be the go-to person for guiding clients through their journey with our platform, maximizing the value they receive while ensuring their operational and educational goals are met. As part of a small, fast-growing company, you will enjoy opportunities for professional growth and contribute to our mission of advancing education technology. Key Responsibilities Act as the main point of contact for customers, addressing questions, resolving issues, and ensuring high satisfaction and retention. Proactively engage with clients to ensure they achieve value from the platform, meet their goals, and identify opportunities for upselling and cross-selling. Provide personalized, high-level support via email, phone, and online meetings, collaborating with the development team to resolve technical issues. Maintain strong relationships with key customers and partners to ensure seamless service delivery. Utilize and maintain the CRM system to track and manage customer requests, ensuring SLA compliance and prompt resolution. Guide new customers through the onboarding process, offering live and recorded training. Monitor onboarding progress and proactively address any challenges. Maintain our Knowledge Base and relevant documentation. Track key metrics such as customer satisfaction, retention, and churn Regularly report on customer health, usage trends, and risks to improve the overall customer experience. Who You Are Experience in customer success, support, or account management, ideally in a SaaS or EdTech environment. Proficient understanding of education technology and the challenges faced by educational institutions and corporate learning environments. Preferably, experience working in an ITIL environment. Excellent communication and problem-solving skills, with full fluency in English (Dutch is a plus). A team player with a customer-centric mindset, eager to collaborate across departments. Passionate about helping clients succeed and willing to get involved in various aspects of the company. Strong organizational skills with the ability to manage multiple customer accounts and prioritize tasks in a fast-paced environment. A university/college degree is preferred but not essential. What We Offer Competitive salary and benefits package. A vibrant and collaborative work environment where you’ll have a significant impact. Opportunities for professional growth and career development. A supportive team culture that values work-life balance and celebrates success. The chance to work with a talented and internationally oriented team. A modern office space located in the heart of Utrecht, overlooking the beautiful Oudegracht. Team building activities About Cirrus Assessment We are Cirrus Assessment, a leading software company with over nine years of experience, dedicated to developing an advanced examination platform that empowers educational institutions and organizations worldwide. Our passion for education and technology drives us to deliver innovative solutions that prioritize usability, quality, performance, and security. Our valued clients—spanning prestigious higher education institutions like Nyenrode Business University and Exam Advisory Bureau, as well as industry giants like General Electric and Chartered Accountants Ireland—continuously inspire us to innovate and enhance our platform. As we enter an exciting new phase of growth, Cirrus Assessment offers a unique opportunity to join a dynamic, forward-thinking organization at the forefront of examination technology. Our headquarters are located in the heart of Utrecht, overlooking the picturesque Oudegracht, just a short walk from Utrecht Central Station. Do you see yourself in this profile? If so, you could be our next colleague! Apply Now! If you're enthusiastic and eager to play a crucial role in Cirrus's success, if you value autonomy and are ready to take on responsibility, then reach out to us via recruitment@cirrusassessment.com

Location: Utrecht, Netherlands, NL

Posted Date: 8/3/2025