Senior Customer Success Manager - SaaS (m/f/x)
Rail-Flow · Rotterdam ·
- Work mode
- Hybrid
- Seniority
- Senior
- Employment
- Contract
- Category
- Customer success
- Experience
- 3+ years
As a Senior Customer Success Manager – SaaS (m/f/x), you are responsible for ensuring that all customers using Rail-Flow’s Software-as-a-Service solutions realize the maximum possible value from our products.
Your core mission is to systematically analyze product usage across the entire customer base, identify deviations from expected or potential usage, and proactively intervene where needed to improve adoption, satisfaction, and long-term retention.
For large and strategic customers, you take a deeper, more individualized approach—engaging regularly at senior level, conducting on-site and remote reviews, and ensuring that Rail-Flow’s solutions evolve in line with customer expectations and business needs.
Key Responsibilities
- Continuously monitor and analyze product usage across all SaaS customers to assess adoption levels and realized customer value against defined expectations and benchmarks.
- Systematically identify deviations from expected usage or value realization and prioritize customers requiring proactive engagement.
- Proactively approach customers with usage or value gaps, offering guidance, enablement, and targeted support to increase adoption and realized benefits.
- Design and deliver targeted enablement measures, such as trainings, refresh sessions, and best-practice workshops, to improve customer usage maturity.
- Take strategic ownership of key enterprise customers, including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction, value delivery, and future needs.
- Act as the central feedback interface between customers and Product/Engineering, translating insights,improvement ideas, and gaps into structured input for the product roadmap.
- Own customer health and renewal readiness, actively tracking contract timelines,identifying churn risks early, and driving mitigation measures in close collaboration with internal teams.
- Work closely with Sales, Product, Engineering, and Support to ensure aligned customer outcomes, stable operations, and scalable customer success processes.
- Ensure transparency and consistency through HubSpot CRM, maintaining customer context, usage insights,identified risks, actions taken, renewal outlooks, and success reporting.
- 3+ years of experience in B2B SaaS Customer Success or Account Management, ideally with enterprise customers.
- Proven ability to drive adoption, value realization, and renewals in complex customer environments.
- Strong analytical mindset with the ability to interpret usage data and translate insights into concrete customer actions.
- Excellent stakeholder management skills, from operational users to executive decision-makers.
- Highly motivated, structured, and able to work independently witha strong sense of ownership.
- Strong communication, presentation, and facilitation skills, combined with high interpersonal sensitivity.
- Experience in transport, logistics, rail freight, intermodal, or TMS environments is a strong advantage.
- Fluency in Dutch and English is required.
- Help shape the future by shifting traffic from road to rail
- Work on cutting-edge marketplace and software solutions that impact the entire logistics industry
- Become part of a dynamic, international team where senior management brings extensive experience from both corporate and startup environments
- International work environment with locations in Frankfurt, Hamburg, Izmir, and Rotterdam
- Enjoy a high level of creative freedom and decision-making power, supported by an attractive overall package that includes:
- Hybrid working options, including fully remote work for several weeks
- Budget for your professional development
- High-quality IT equipment of your choice
- Various team events