Netherlands
EuropeCustomer Adoption Manager
2 нед. назад
NetherlandsEuropeHybrid
ai-powered softwarecustomer onboardingproduct adoptioncustomer engagementusage monitoringexpansion opportunities
Responsible for onboarding, customer adoption monitoring, and driving product usage and expansion for a SaaS AI-powered bid management platform.
Обязанности
- This position owns the most critical stretch of the customer journey: the moment between signing and thriving.
- You will own every new customer onboarding and implementation end-to-end. You take customers from a signed contract to a fully working setup where the product is embedded in their daily workflow. Once a customer is live, your job doesn't stop there. You monitor usage and adoption signals across our full portfolio — as well as what's shipping in the product — and act on what you see: re-engaging customers who are drifting, re-onboarding where needed, driving adoption of new product capabilities, and spotting expansion opportunities.
- Think of it in two modes:
- Defensive: catch disengagement early. If usage drops or a customer never fully adopted a workflow, you notice first and intervene.
- Offensive: two distinct motions. You push newly shipped features to the customers who'd benefit from them, driving adoption yourself. And separately, you spot commercial expansion opportunities — a new team, a deeper use case — and tee those up for the sales team.
- Your first months are designed as a fast ramp: you'll run platform migrations for existing customers alongside the CS team, learning our product and our customers from the inside. The playbook you build there becomes the one you own for all new customer implementations.
- Own all new customer onboarding and implementations, from kickoff to go-live
- Join CSM-led discovery sessions to understand each customer's workflows, then translate that diagnosis into a working setup in the product
- Build customer workflows in the platform (no deep technical background needed, we'll teach you in a day)
- Monitor adoption and usage signals across the customer base using our tooling (Impact Pilot, PostHog, Hubspot, Gong, our own GT-MOS) and turn signals into action
- Flag at-risk accounts and run re-onboarding or re-activation plays
- Find upsell and expansion signals and execute on them
- Build and continuously improve our onboarding and implementation playbooks: you'll shape how this function works, not just execute it
Требования
- We care about skills and drive, not your previous job title.
- Early in your career and hungry – you want real ownership, and you move fast
- Entrepreneurial: ambiguity energises you rather than paralyses you. You'd rather write the playbook than inherit one
- Highly communicative: you'll be the face of during the most formative weeks of every customer relationship, comfortable driving customers to a deadline and training groups
- A process thinker: you see how work flows through a team, spot where it breaks, and can map it into software
- Analytical enough to read usage data, form a hypothesis about what's happening, and turn it into action
- A consulting or similar diagnostic background is a strong plus: much of this role is understanding how a customer works before building anything
- Fluent in Dutch and English: our portfolio works across Dutch-speaking markets, and we operate internally in English
Условия
- Competitive base salary
- Performance bonus tied to the outcomes above
- Work - Build the future of SaaS at a moment when the way software gets made, sold, and used is being rewritten. We're an AI-built scaleup moving with it, still figuring out what world-class looks like — and there's real room here to do the most meaningful work of your career 🦾
- Time - 40 hours per week ⏱️
- Compensation - Competitive salary and Virtual Stock Units (VSUs) 💸
- Free - 26 vacation days 🏖️
- Tech - All the tools and tech stack you want 🛠️
- Ownership - Take the lead on your work with the autonomy and trust to make calls without waiting for permission, drive real impact, and help shape where goes next 🚀
- Culture - A flat, direct, feedback-rich team that values judgment over hierarchy and outcomes over hours. We give feedback openly, skip the red tape, and trust each other to act like owners 🤝
- Fun - Speed at the go-kart track or bowl your colleagues out during our company outings 🏎️
- Development - Grow your skills with a budget you can unlock by presenting a case to leadership tied to our OKRs💡
- Laptop 💻
- Hybrid working model - 2 days/week in our beautiful Amsterdam office 🏫
Другое
- builds AI-powered bid management software that helps teams win more tenders with less manual work. We're an Amsterdam-based SaaS company in a phase of rapid product evolution — migrating our full customer base to our new platform while growing internationally, including an expanding UK footprint.
- Your bonus is tied directly to the two outcomes this role exists to deliver:
- Implementations delivered successfully within the target timeframe
- Customers hitting predefined usage and adoption metrics post-launch