Customer Success Manager

🕵️ About Secret View

Secret View helps retail and hospitality organizations understand what really happens on the shop floor. Through mystery shopping, we show how strategy, customer experience, and desired behaviors come to life in practice. We do this with our own mystery shopping platform, a community of 65,000+ mystery shoppers, and a dashboard that gives clients clear and accessible insights into their performance.

Every day, we make sure our clients get maximum value from their mystery shopping research. That requires ownership, strong communication, and commercial awareness. As a Customer Success Manager, you play an important role in making that happen. You ensure satisfied clients, successful research programs, and long-term partnerships.

🤝 About the team

As a Customer Success Manager, you will be part of our Operations team. Within this team, Customer Success Managers and Community Planners work closely together every day to successfully deliver our research programs.

As Secret View and our client portfolio continue to grow, we are expanding our Customer Success team. You will join an established team of CSMs, with each person responsible for their own portfolio of clients.

We work with short lines of communication, help each other when needed, and continuously look for ways to work smarter and more efficiently.

🎯 About the role

As a Customer Success Manager, you own your own portfolio of clients. You make sure clients get maximum value from their partnership with Secret View and build strong, long-term relationships.

You are involved from the onboarding stage, monitor the progress of ongoing research programs, and continuously look ahead. How is the partnership developing? Where are the risks? Where do we see opportunities to deliver more value? And what is needed to grow the partnership further? This role combines relationship management, project ownership, and commercial responsibility. You actively manage client satisfaction, retention, and growth while working closely with our Community Planners to ensure research programs are delivered successfully and on time.

🔍 What will you do?

As a Customer Success Manager, you are responsible for the success of your clients and make sure they get as much value as possible from their partnership with Secret View.

• Your own portfolio: you actively manage your clients and build strong, long-term relationships.
• Proactive advice: you help clients achieve their objectives using our research and insights.
• Onboarding: you guide new clients through a structured onboarding process with regular touchpoints.
• Research delivery: you monitor the progress and quality of ongoing research programs and take action when needed.
• Planning and delivery: you work closely with our Community Planners to ensure research programs are completed successfully and on time.
• Portfolio health: you keep a close eye on client satisfaction, risks, retention, and growth opportunities within your portfolio.
• Evaluations and renewals: you start looking ahead to the next research period with clients well before the current one ends.
• Commercial growth: you identify upsell and cross-sell opportunities and turn them into concrete commercial results.
• CRM and administration: you accurately maintain client information, agreements, progress, and communication in our platform and HubSpot.
• Internal collaboration: you work with Operations, Support, Product, Sales, and Marketing on a daily basis.
• Process improvement: you identify structural opportunities for improvement and take the initiative to make processes smarter together with the team.

Your work has a direct impact.

When you do your job well, our clients are satisfied, renew their partnerships, and give us opportunities to grow those relationships further. At the same time, you work with the team to make sure our research programs are successfully delivered.

Sometimes that also means going the extra mile to get those final assignments completed or acting quickly when something does not go according to plan. You are comfortable taking that responsibility.

💪 What you bring

• Bachelor’s-level working and thinking ability.
• At least 2 years of experience in Customer Success, account management, or a similar client-facing role.
• Structure and overview: you set the right priorities, even when several clients need your attention at the same time.
• Strong communication: you work easily with different stakeholders, including at a strategic level.
• Ownership: you do not wait for someone else to take the lead. You pick things up and move them forward.
• Solution-oriented thinking: you look ahead and think in solutions instead of only reacting to what happens.
• Commercial awareness: you recognize opportunities to further develop existing partnerships.
• Responsibility: you are comfortable owning both the client relationship and the progress of the research program.
• Collaboration: you work easily with different internal teams.
• CRM experience: experience with systems such as HubSpot is a plus.

Most importantly, we are looking for someone who is comfortable taking responsibility for their own portfolio and gets energy from developing and growing client relationships.

🎁 What do we offer?

• Salary: €3,400 to €4,600 gross per month based on a 40-hour workweek, depending on your experience.
• Working hours: 40 hours per week.
• Location: a great office in the heart of Arnhem, within walking distance of Arnhem Central Station.
• Flexibility: flexible working hours based on trust.
• Hybrid working: work from the office and remotely.
• Laptop: your own company laptop.
• Vacation: at least 25 vacation days per year.
• Pension: a pension plan through ASR DoenPensioen.
• Travel: travel allowance.
• Lunch: lunch at the office on Mondays, Wednesdays, and Fridays.
• Work environment: informal, with short lines of communication.
• Gym: 24/7 access to our gym.
• Remote working: an annual budget for remote working.
• Development: a training budget to support your growth.