Job Description
At TOPdesk, our mission is to ensure customers achieve value from our offering, leading to long-term retention, satisfaction, and sustainable growth. To strengthen this mission, we are looking for a Director of Customer Success Management (CSM) to lead the successful rollout and expansion of our CSM function.
This is an exciting opportunity to shape and scale a growing team across the Netherlands and Germany. You will play a pivotal role in building the foundation of our CSM strategy, driving adoption, and ensuring our customers realize their goals with TOPdesk.
- Strategic Leadership: Define and execute the vision and strategy for the Customer Success Management function at TOPdesk.
- Team Building & Management: Lead, coach, and expand a growing team of Customer Success Managers in the Netherlands and Germany.
- Customer Impact: Ensure the CSM team delivers measurable outcomes for customers through adoption, value realization, and expansion opportunities.
- Cross-functional Collaboration: Partner with Sales, Account Management, Product, and Support teams to ensure seamless customer experiences and drive continuous improvement.
- Operational Excellence: Establish scalable processes, tiered engagement models, and best practices for customer success management.
- Metrics & Outcomes: Own and track performance against key metrics such as retention, expansion, and customer health.
- Voice of the Customer: Represent customer needs and insights internally, driving product and service improvements.
- Proven leadership experience in Customer Success Management or related roles.
- Strong background in building and scaling teams, ideally across multiple locations.
- Strategic thinker with the ability to translate customer needs into measurable business outcomes.
- Excellent collaboration and communication skills across teams and regions.
- Experience with SaaS, software adoption, and customer lifecycle management.
- Fluency in English; Dutch and/or German is a strong plus.
- Permanent employment contract and 30 days of annual vacation
- Pleasant working atmosphere with flat hierarchies
- Open working atmosphere in an international environment
- Flexible working hours within a modern working environment
- Possibility to work remotely
- Well-founded onboarding by a buddy
- Time for individual training opportunities to further develop your personal strengths
- Joint employee events and team building measures
- Employee subsidy for gym membership
- Company health measures such as health days or fresh fruit
- Free drinks (coffee, tea, water)
- Gifts on special occasions, e.g. anniversary
- Monthly tax-free payment in the form of a Mastercard
- Possibility of time off (sabbatical)
- Quality time together (table football, table tennis table, massage chair)
- Corporate benefits
- Vacation bonus