Customer Success Manager (Mid-Market)

Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 800 organizations in 70+ countries. Now more than ever, HR is an integral part of business strategy - which is why our feedback solution is tailor-made for strategic HR. Our mission: to improve the working world by giving employees a voice and making sure their feedback has an impact. The role: We’re looking for an Mid-Market Customer Success Manager to help a broad portfolio of Mid-Market customers in the Benelux succeed with our platform. You’ll manage a book of around 50 customers , ensuring they adopt Effectory effectively, realize measurable outcomes, and grow with us. This is a hands-on role for someone who thrives on customer engagement, problem-solving, and enabling value at scale. Your Mission You will be the main point of contact for a large portfolio of Mid-Market customers (500-3000 employees), ensuring they get value from Effectory every step of the way. You’ll own the full customer lifecycle from adoption to renewal, identify opportunities for growth, and help shape how Effectory collaborates internally to deliver success at scale. The salary range for this position is EUR 57.700,- and EUR 69.200,- gross per year OTE What you’ll be doing: 📈 Own Your Book of Business Manage ±50 Mid-Market customers in Benelux, driving retention, renewals, and upsells. Collaborate with Consulting on larger expansion opportunities. 🚀 Drive Adoption & Engagement Ensure consistent platform usage by linking customer goals to Effectory’s capabilities. Engage key stakeholders and lead sessions (QBRs, workshops) to drive adoption and value. 🤝 Enable Collaboration Work closely with Consulting, Support, and Onboarding to ensure a seamless customer journey and align on customer needs. 🌱 Expansion & Growth Identify and qualify expansion opportunities (CSQLs), promote new features, and guide customers to demos, webinars, and events. ⚡ Manage Risk & Escalations Handle escalations when needed and proactively mitigate risks to secure successful renewals. 📊 Measure Success Use SPICED to track outcomes, monitor account health, and run regular check-ins and success reviews (e.g., twice per year). 🔁 Feedback Loop Represent the voice of the customer internally and share actionable feedback to improve the product and customer experience. What You Bring 3+ years of experience in Customer Success , account management , or a related customer-facing role in SaaS. A strong customer-centric mindset and ability to manage a large, diverse book of Mid-Market accounts. Solid communication skills and the ability to engage with operational and mid-senior stakeholders. Comfortable owning the full custom