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Customer Success Manager

Sales

Amsterdam, Netherlands

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Job Description

At Source, we are supporting the best greenhouse growers in the world to help them scale their operations and become more successful. We do this by building software and AI solutions that help growers to more efficiently and scalably manage their day-to-day operations. By doing this, we are accelerating the global adoption of efficient and robust food systems which will make fruits and vegetables available and affordable to more people in a sustainable way.
We are building an international, diverse, multi-disciplinary team consisting of the brightest talents that the fields of engineering, data science, and plant science have to offer, complemented with the people that can bring these solutions to our customers and help them become successful with it.

As a Customer Success Manager at Source, you are responsible to make our customers -the growers- successful using our solutions. Our solution will change the way our customers work (i.e., how they grow their vegetables in the greenhouse), and therefore our customers are looking for a trusted advisor that understands their reality and knows what they’re talking about. Hence, becoming a Customer Success Manager means you will also need to learn a thing or two about growing vegetables in a greenhouse. Next to that, you are also the voice of your customers in our own organisation, and will be working with our Product teams to ensure our solutions support their use cases. You'll be wearing many hats and should feel comfortable switching between working with customers and spearheading a wide variety of internal initiatives within Source.

The Customer Success team is a fast-growing team that’s currently getting ready to scale up, and collaborates with different colleagues across Product, Engineering, Support, Onboarding, Business Development, Marketing, and more. The team is part of the larger Customer Operations department.


What we'd love you to get excited about

  • Be the guide for your customers after their initial onboarding and lead them on their journey to becoming successful with our solution.

  • Become the trusted advisor and proactively advise your customers on where our solutions can help them further improve their operations.

  • Identify customers in need of help by proactively monitoring their health.

  • Recognize opportunities for our customers to gain additional value and collaborate with the Sales team to cross-sell other Source solutions.

  • Develop new and improve existing internal processes to improve scalability within the Customer Success team.

  • Collect feedback from customers and share it with other teams to help them optimize our products and processes, while continuously managing expectations with customers regarding their feedback.

  • Collaborate across teams to add value to each step of the customer journey.

Requirements

You have

  • 3+ year of working experience in a customer-facing role within a B2B (tech) industry;

  • Outstanding communication skills in Dutch and English;

  • Proven experience with driving customer retention and growth;

  • Proven working experience in a startup or scale-up environment;

  • Curiosity: you are eager to understand the reality of our customers and motivated to expand your knowledge about growing in greenhouses;

  • Data-savviness: you have strong analytical skills and use data and metrics to back up what you say and what you do;

  • Strategical thinking: you know how to build bridges between customer desires and our product roadmap;

  • Proactivity: you identify and address customer issues before they surface to ensure a top-notch customer experience;

  • Empathy: you are a good, active listener and you’re always willing to help the customer out, in a way that’s scalable for Source;

  • A valid driving license for The Netherlands.

Bonus points if you have
  • Experience or affinity with agriculture or the greenhouse industry;

  • Experience in a SaaS company;

  • Familiarity with CRM systems like HubSpot or Salesforce.