My client is helping their sector to become more transparent, efficient, and digitally connected. Through their standards and new SaaS solutions, my client is enabling their whole market to collaborate more effectively removing trade barriers. Their platforms — including Identity Exchange and Operational Vessel Schedules (OVS) — support secure digital identity, real-time operational data, and more consistent information exchange across the supply chain.
We are now looking for a Customer Success Manager who will lead a team responsible for onboarding, adoption, retention, and expansion of both their industry partners and their SaaS customers. This is a strategic, customer-facing leadership role positioned at the heart of the companies growth.
Key Responsibilities
- Team Leadership
- Lead, coach, and develop a team of Customer Success professionals.
- Build scalable processes and enable the team to deliver consistent, high-quality customer experiences.
- Set clear performance targets, drive accountability, and foster a culture of
- customer-centric excellence.
- Onboarding & Implementation
- Oversee smooth onboarding for new partners and SaaS customers — ensuring fast time-to-value and a strong foundation for long-term success.
- Set onboarding standards and ensure the team drives readiness across commercial, operational, and technical stakeholders.
- Maintain a seamless handover from Sales to Customer Success and ensure consistent delivery across customer segments.
- Adoption & Partner Standard Roadmaps
- Lead the creation of partner-specific adoption roadmaps that outline which my clients standards each partner will implement, in what sequence, and aligned to their business priorities.
- Support the team in guiding partners through this roadmap — from early scoping to live use — ensuring alignment with carriers, terminals, port communities, and tech providers.
- Ensure partners understand, adopt, and gain measurable value from the standards and SaaS products (Identity Exchange, OVS).
- Track progress against adoption roadmaps and use insights to identify opportunities, gaps, and strategic next steps.
- Retention & Renewal
- Own overall partner and customer health across your team’s portfolio.
- Establish proactive engagement and intervention models to minimize churn and drive satisfaction.
- Partner with Sales to ensure predictable, successful renewals across all customer segments.
- Expansion & Growth
- Identify opportunities to expand customer usage of my clients standards and SaaS offerings.
- Develop growth strategies in collaboration with Sales, ensuring your team surfaces timely insights from accounts.
- Support expansion into new business units, regions, or use cases, turning successful customers into long-term advocates.
- Customer Insights & Cross-Functional Collaboration
- Act as the voice of the customer across the company — using insights to inform product, standards development, roadmap priorities, and go-to-market strategy.
- Work closely with Product and Technology teams to translate customer feedback into product enhancements.
- Help define market positioning and contribute to continuous improvement of internal processes and automation.
Qualifications & Experience
- 10+ years’ experience in Customer Success, Partner Management, or Account Management, ideally in B2B SaaS or digital transformation environments.
- Experience leading and developing a team is essential.
- Strong track record working with complex customer ecosystems — including shipping lines, terminals, freight forwarders, fintechs, and technology providers.
- Demonstrated ability to guide customers through multi-phase adoption journeys or transformation programs.
- Excellent leadership, communication, and stakeholder management skills.
- Structured, analytical thinker with the ability to turn data into actionable insights.
- Experience with customer success platforms and CRM tools is a plus.
KPIs / Success Metrics
- Successful onboarding and time-to-value across partner and SaaS accounts.
- Execution and measurable progress on partner adoption roadmaps.
- Strong customer satisfaction, retention, and renewal rates.
- Expansion opportunities generated through the Customer Success team.
- Development and performance of the Customer Success team.
What my client Offers
- Opportunity to lead a team driving industry-wide adoption and supporting the
- growth of our SaaS solutions.
- Competitive compensation and performance-based bonus.
- International, mission-driven environment collaborating with leading carriers, tech
- providers, and logistics organizations.
- Flexibility in location (hybrid/remote with travel as needed).
- Once-in-a-lifetime opportunity to be part of shaping a global industry.
You have to live in The Netherlands. My client does not offer relocation or immigration services (VISA). You must be eligible to work in the Netherlands.
Interested?
Are you interested in this role? We look forward to receiving your cv. For more information about the role, you can contact Patricia Koekenbier @ patricia@himanagement.nl or 06-30400141
