Customer Succes Manager

📍Location: Amsterdam (on-site)

⏱  Employment:  Full-time (40 hours per week)

“Behind every photo from a special memory, there's someone who made it happen”

GoPhoto is a technology first partner for the global leisure and attractions industry. We help parks, zoos, museums, aquariums and touring exhibitions turn visitor moments into meaningful revenue streams. Our self-operated photo platform combines hardware, software and AI-driven innovation to improve the guest experience while enabling operators to retain control over brand, data and margins. We don't just place these systems: we build long-term partnerships. Once our solution goes live, the real work begins: optimizing performance, increasing capture rates, improving conversion, and expanding commercial opportunities. And as we scale globally, growth increasingly comes from deepening existing partnerships. That's where you come in.

You're the commercial partner for our clients. As our Customer Success Manager, you own the performance of your accounts after go-live. You help clients grow their photo revenue, advise on what's working, take ownership for their growth and make sure GoPhoto gives them a positive revenue stream.

You'll be the first CS hire at GoPhoto. That means you get to set the standard and build the processes and create the blueprint and define how we do customer success. You will be the one who can build it from scratch so the team can grow as our clientele will grow. 

To be successful in this role, you’ll combine analytical thinking with commercial insight and relationship skills. You help clients maximize the profitability of their photo operation by advising on pricing, routing, presentation, product mix, AI innovations, and system integrations. You are not just supporting clients; you actively help them grow. 

The team is supported by the Business Development Specialist. You’ll be reporting to the Sales Manager and are part of the Sales team, which now consists of 4 colleagues. 

• Primary point of contact for assigned accounts post go-live. 

• Build lasting relationships at both operational and management level

• Run periodic performance reviews focused on performance, revenue, optimization and growth

• Monitor and improve customer satisfaction and NPS
  

• Identify and develop upsell and cross-sell opportunities within existing accounts

• Analyze revenue performance, capture rate, and conversion metrics and track the measurable impact of implemented improvements. 

• Advice on pricing strategy, routing, presentation, and product mix and identify opportunities for AI-driven products and thematic campaigns 

• Encourage testimonials, referrals, and long-term partnerships 
  

• Monitor usage data and performance KPI’s and flag risks

• Coordinate additional training for client teams when needed

• Identify churn risks and build retention strategies that actually work

• Analyze client performance data, create performance reports and present actionable insights. 

• Develop, manage and optimize the CRM strategy, ensuring seamless integration between sales and operations

• Provide structured product feedback or feature requests based on what you hear and customer insights.

• 2 – 5 years of experience in Customer Success, Account Management or a SaaS organization 

• Experience with B2B CRM software (e.g. HubSpot, Salesforce or similar)

• Strong communication and commercial skills; you're comfortable having conversations about growth, upselling and money in English (Dutch is a plus) 

• Analytical and at ease with data, dashboards, and performance metrics

• Proactive and entrepreneurial mindset

• Affinity with either leisure, hospitality, events, tech or SaaS industry is a real plus