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Customer Success Manager

Netherlands, Noord-Brabant, EindhovenCustomer Experience

Job description

Drieam is looking for a Customer Success Manager who will help our customers grow and achieve their goals with one of our main products. By doing so, we will get happier customers, better product adoption and less time spent on (reactive) support. We’re rapidly expanding and so is the amount of questions our customers have. We are looking for someone who is truly customer-obsessed and who takes a proactive approach to customer service. Does your professional life start and end with the customer in mind? Do you get excited about diving into customer’s problems to find the right solution for them and doing so in a proactive and scalable way? Then you might be the Customer Success Manager we are looking for!

A short introduction

Drieam is an EdTech scale-up, passionate about developing & implementing software to enable the ultimate learning and teaching experience. We’re with 45 young and committed professionals who constantly strive to improve the lives of teachers, students and staff all over the world. We work very closely together with Instructure, the company behind Canvas. We are at the forefront of international growth. We are the market leader in the BeNeLux region, and have a fast growing number of well-known international customers, like Cambridge (see this blog), IMD, Yale and Wharton. Our current focus is to grow in the US. For which we work very closely together with our partners in education, like Instructure, Qualtrics and Miro (see this blog).

Job requirements

What will you be doing
In this new role within Drieam, you will have the opportunity to further scale our customer success and support activities for one of our main products. With customers all over Europe and market expansion to the US as one of our key goals, we need to deliver excellent onboarding of our product, outstanding customer service and continued learning about our customer’s (unfulfilled) needs. You will be at the center of all of this.  You will help our customer get most value out of our product by guiding, supporting and advising them while using the product. You will do this primarily in a proactive way, by onboarding new customers to the product, by informing existing customers about updates to the product and by building a self service knowledge base. Next to that you will organize customer success meetings to update customers about upcoming improvements and to listen to what they are struggling with. You’ll communicate directly with customers, but will also have a direct link with the product and the development team to update them on what customers are looking for and what common problems they are experiencing.  At the end of the line, you will have the task to keep our happy customers happy and to increase product adoption.

What are your responsibilities

Your key metrics for success will involve customer happiness and product adoption. For this to happen, we believe we have to bring our customers and users to experience the value of our product as soon as possible, by educating them and by making the product easier to use. In case they run into any problem while using the product, they should easily be able to find the solution to that.

  • Customer success (ongoing)
    • Actively help the customer with the use of the product in customer success meetings
    • Update the customer on upcoming features that are on the product roadmap
    • Listen to customer feedback to discover unfulfilled needs
    • Share insights & input on potential technical improvements based on customer feedback with the Product & Development team
  • Customer education
    • You will help the customer find his/her way in the product by updating our knowledge base and the FAQ’s
    • You will create and send our biweekly newsletter with the latest updates to the product
    • Update the customer on the status of upcoming improvements to the product
  • Customer support (2nd line)
    • You’ll answer incoming support questions by phone or via our helpdesk software.

    • In case you don’t have the answer to a question yourself, you’ll check in the knowledge base or ask the right colleague for help

    • You’ll report bugs to the development team and feature requests to the product team

  • Customer onboarding
    • Help our educational consultants and product team in onboarding new customers

    • Build new ways to improve the new customer onboarding process

    • Propose new opportunities to improve customer success & support to continue bringing customer happiness to a higher level

The requirements at a glance

  • You challenge the status quo and you feel comfortable speaking your mind. You strive for the ultimate best, everyday.

  • You’re eager to get things done. Customer success managers love to tick off customer tickets, knowing a customer problem is solved. But making sure a customer actually feels heard and experiences the value of our product is a different kind of game. Your proactive, positive and pragmatic approach helps customers feel special.

  • Expertise is important, but your attitude towards learning and development is of much greater value

  • Years of experience … well, we can’t tell beforehand how many years of work experience our potential white raven has. Could be 1, could be 4. Who knows?

  • Start-up mentality and can-do attitude

  • You have strong social skills and like diving into various specific questions and helping the customer

  • Passionate about EdTech & Education

  • You live in the Netherlands and have a good command of the English and Dutch language.

Is Drieam a match for you?

Our people strive for a better version of themselves everyday. To make things happen as a team and leave an impact in the world of education. We truly believe that freedom and personal development will enable you to perform at your best. And when our people grow, we as a team and a company grow. Because the career aspirations of our people drive us forward. This enabled us to become the go-to partner for Educational institutes we are today. That is why we commit to our colleagues in providing them with the things they need to flourish and enable them to do what they love to do most. We want our people to love their jobs and expect that they bring the same commitment to work everyday. With our informal and pragmatic style, we get things done. 

What you'll gain at Drieam (and don't want to miss out on!)

  • A playground for personal growth and fun activities

  • A culture based on mutual trust, cooperation and development

  • Belonging to a team of like-minded, driven and young professionals

  • Teamwork in an open and dynamic atmosphere with room for new and fresh ideas and initiatives

  • Working for a modern EdTech scale-up that offers flexibility and has a ‘work hard, play hard’ mentality. You’ll gain valuable experience in, and be part of, scaling a SaaS business

  • Tailor-made guidance. Together we will monitor how you can grow and develop yourself

  • A place where you can truly make a difference

  • The right compensation: salary, bonus, macbook, career opportunities & daily free healthy lunch

So, if you’ve become excited about what you’ve read and if you somewhat fit the bill - let’s chat!