The Opportunity

We are a marketing intelligence platform built for marketing teams and agencies who want to turn complex marketing data into decisions - fast. Our solution powers the full data lifecycle: from integrating and managing to unifying, analyzing, and visualizing data-now amplified by AI. With our native integrations, smart templates, and automation, we help marketing teams focus on performance, get actionable insights for growth, and do more with less.

Our culture is anchored in three core values: Own, Strive, and Care. We prioritize strong ownership and responsibility - those who excel at taking charge and delivering results independently thrive here. Our dynamic, less-defined approach isn't for everyone, but if you’re eager to make a real impact and push boundaries, we might be the perfect fit for you.

We are looking for a strategic yet hands-on leader to define and execute our Customer Success strategy. You will report directly to the CEO, and play a key role in our journey to scale-up! You’ll lead our Customer Success and Support teams focusing on retention, adoption, value delivery, and advocacy.

What You’ll Own

Customer retention and Net Revenue Retention targets, in close collaboration with Sales, Marketing, and Product teams.
Leading a team of 10 Customer Success Managers and Support Specialists
Driving customer lifetime value by defining the customer journey, optimizing lifecycle stages and health scores, and standardizing actions at key touchpoints
Analyzing and transforming customer insights and usage data into actionable strategies that boost retention and growth
Representing the voice of the customer across the company and work closely with Product on feedback loops and roadmap alignment
Designing and executing a structured onboarding process to deliver value quickly Developing and implementing strategies to drive product adoption and usage
Creating and executing retention strategies to reduce churn
Identifying and implementing upsell and cross-sell opportunities to grow account value
Personally managing a portfolio of the top strategic accounts

What Success Looks Like In 6-12 Months

Stronger performance metrics: consistent improvements in GRR, NRR, NPS, and product adoption
A proactive and high-performing team: structured, data-informed, and confidently managing their portfolios
A seamless customer experience: clear, optimized journey from onboarding to renewal and growth
Engaged customers: fewer surprises, more advocacy - the team stays ahead of churn and drives meaningful value early

What Does The Role Require From You

5+ years of experience in Customer Success roles in B2B SaaS, ideally in a scaling environment (€10–20M ARR)
1+ years in a team management role (Senior Team lead, Director or equivalent)
Proven expertise in onboarding, adoption, retention, and expansion through scalable CS practices
A strong customer advocate - you’re eager to jump into customer calls or solve complex issues for the key accounts firsthand
Analytical mindset - you’re comfortable with dashboards, metrics, and making decisions based on data
Strong cross-functional collaborator and engaging communicator
Hands-on leader who balances strategy with day-to-day execution
Familiar with CS and CRM tools like Salesforce, Intercom, Vitally, etc.
Proficiency with AI tools and workflows – actively exploring how AI can improve customer outcomes, efficiency, and decision-making
Fluency in English
Eligible to live and work in the Netherlands or Lithuania (we do not offer visa sponsorship or relocation support)

Here’s What You Can Expect

Annual OTE of €120 - 150k (80% base salary / 20% performance-based bonus)
Opportunity to join our Employee Stock Ownership Program
A global startup environment with high-growth ambitions
A human-centric company culture with an international team
A role with clear growth potential toward the VP of Customer Success position
Hybrid work setup in our Amsterdam or Vilnius office, with work-from-anywhere flexibility
Well-being perks: paid wellness days per year to recharge
A product that rapidly evolves - be at the forefront of launching new features that deliver real value to customers

Whatagraph jobs

Director of Customer Success