Customer Success Manager

We are seeking a Customer Success Manager to drive customer satisfaction, retention, and revenue expansion across the BeNeLux region. From adoption to value realization, renewals, and expansion (upsell/crosssell). You will be the voice of the customer, ensuring feedback is translated into improvements while converting growth opportunities.

It all starts with the mission: NVISO is here to protect European society from potentially devastating cyber attacks! This means we offer cyber security services to private and governmental organizations to help them better prepare for, prevent, detect and respond to cyber security incidents.

All of this is built on four fundamental values that define who we are: We are Proud, We Break Barriers, We Care and No BS!

You will execute the customer success strategy for the BeNeLux market, maximizing adoption and outcomes for a portfolio of customers. Your mission is to achieve high retention, grow accounts via structured expansion plans, and maintain strong executive relationships through measurable success plans and regular business reviews. This role reports to the Head of Sales BeNeLux.

• Execute the BeNeLux customer success approach aligned with regional revenue and retention targets.
• Handle prioritized accounts with clear value hypotheses and success plans.
• Build annual and quarterly customer success plans per account, including adoption goals, value milestones, and expansion targets.

• Act as the primary advocate for client needs; capture and escalate feedback to Product, Support, and Engineering for issue resolution and roadmap input.
• Run joint demand/adoption initiatives (campaigns, webinars, inproduct nudges) with Marketing.
• Qualify, advance, and close upsell/crosssell opportunities; create pricing and proposals.

• Own portfolio KPIs: GRR/NRR, expansion revenue and renewal rates.
• Conduct Executive/Quarterly Business Reviews (EBRs/QBRs) to showcase value, align on outcomes, and optimize plans.
• Forecast renewals and expansion accurately; manage risk registers and recovery plans.

• Maintain accurate customer data, health status, and forecasts in CRM and customer success tools.
• Ensure adherence to renewal processes, commercial policies, and approval workflows.
• Coordinate crossfunctional stakeholders to remove blockers and accelerate value.

• Monitor regional customer trends, industry dynamics, and regulatory factors impacting adoption in BeNeLux.
• Provide structured feedback to internal teams on customer needs, solution gaps, and messaging effectiveness.
• Build customer references and case studies to support regional growth.

• Eligibility for NATO CLEARANCE (details here);
• Experience: 3-4 + years in Customer Success, Account Management, or postsales roles; BeNeLux market experience strongly preferred.
• Track record: Demonstrated success delivering high retention and expansion with measurable revenue impact.

• Strong commercial acumen with the ability to build account plans and drive execution.
• Excellent relationship management and negotiation skills at executive and operational levels.
• Proficient in CRM/CS platforms, pipeline/health management, and datadriven reporting.
• Ability to coordinate complex adoption and valuedelivery motions across internal teams.
• Communication: Fluent in English; Dutch and/or French is a strong advantage.
• Education: Bachelor’s degree in Business, Marketing, or related field; MBA or relevant certifications are a plus.

1. Gross and Net Revenue Retention (GRR/NRR) in BeNeLux.
2. Expansion revenue from upsell/crosssell and improved forecast accuracy.
3. Ontime renewals and reduced churn.
4. Customer satisfaction (CSAT/NPS) and referenceability.

Please be aware that the creation and submission of application documents (e.g. CV, cover letter, case studies, etc.) using AI-powered tools is only permitted to a limited extent.

Our expectations:

• Application documents must authentically reflect your own qualifications, personality, and motivation.
• The use of AI for supportive purposes (e.g. spell-checking, improving wording) is acceptable.
• Fully generated application documents created by AI without personal adaptation or review are not permitted.
• Under no circumstances may NVISO information, data, or documents be uploaded to or processed by external AI tools.

We reserve the right to exclude applications from the selection and interview process that are clearly created primarily or exclusively by AI and show no recognizable personal input.

The purpose of this policy is to ensure a fair and transparent recruitment process and to obtain an authentic impression of our applicants.