Senior Customer Success Manager - SaaS (m/f/x)

ph3Your mission /h3 pAs a Senior Customer Success Manager – SaaS (m/f/x), you are responsible for ensuring that all customers using Rail-Flow’s Software-as-a-Service solutionsrealize the maximum possible valuefrom our products.br/Your core mission is tosystematically analyze product usage across the entire customer base,identifydeviations from expected or potential usage, and proactively intervene where needed to improve adoption, satisfaction, and long-term retention. /p pFor large and strategic customers, you take a deeper, more individualizedapproach—engaging regularly at senior level, conducting on-site and remote reviews, and ensuring that Rail-Flow’s solutions evolve in line with customer expectations and business needs. /p h3KeyResponsibilities /h3 ul liContinuouslymonitorand analyze product usage across all SaaS customersto assess adoption levels andrealizedcustomer value against defined expectations and benchmarks. /li liSystematically identify deviationsfrom expected usage or value realization and prioritize customers requiring proactive engagement. /li liProactively approach customers with usage or value gaps, offering guidance, enablement, and targeted support to increase adoption andrealizedbenefits. /li liDesign and delivertargeted enablement measures, such astrainings, refresh sessions, and best-practice workshops, to improve customer usage maturity. /li liTakestrategic ownership of key enterprise customers, including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction, value delivery, and future needs. /li liAct as thecentral feedback interface between customers and Product/Engineering, translating insights,improvementideas, and gaps into structured input for the product roadmap. /li liOwn customer health and renewal readiness, actively tracking contract timelines,identifyingchurn risks early, and driving mitigation measures in close collaboration with internal teams. /li liWork closely withSales, Product, Engineering, and Supportto ensure aligned customer outcomes, stable operations, and scalable customer success processes. /li liEnsure transparency and consistency throughHubSpot CRM, maintaining customer context, usage insights,identified risks, actions taken, renewal outlooks, and success reporting. /li /ul br/ h3Your profile /h3 ul li3+ years of experiencein B2B SaaS Customer Success or Account Management, ideally with enterprise customers. /li /ul ul liProven ability to driveadoption, value realization, and renewalsin complex customer environments. /li liStrong analytical mindset with the ability to interpret usage data and translate insights into concrete customer actions. /li liExcellent stakeholder management skills, from operational users to executive decision-makers. /li liHighly motivated, structured, and able to work independently witha strong senseof ownership. /li liStrong communication, presentation, and facilitation skills, combined with high interpersonal sensitivity. /li liExperience intransport, logistics, rail freight, intermodal, or TMS environmentsis a strong advantage. /li liFluency in Dutch and English is required. /li /ul br/ h3Why us? /h3 ul liHelp shape the future by shifting traffic from road to rail /li liWork on cutting-edge marketplace and software solutions that impact the entire logistics industry /li liBecome part of a dynamic, international team where senior management brings extensive experience from both corporate and startup environments /li liInternational work environment with locations in Frankfurt, Hamburg, Izmir, and Rotterdam /li liEnjoy a high level of creative freedom and decision-making power, supported by an attractive overall package that includes: ul liHybrid working options, including fully remote work for several weeks /li liBudget for your professional development /li liHigh-quality IT equipment of your choice /li liVarious team events /li /ul /li /ul /p #J-18808-Ljbffr