Customer Success Manager

About the Position

Become the strategic partner for our key enterprise clients within a fast-growing European SaaS group.

Join Orisha Commerce, our Business Unit dedicated to digital performance and cutting-edge e-commerce solutions.

As a Customer Success Manager for our product Tweakwise, you will work closely with the Head of Sales & Customer Success. You will be responsible for customer satisfaction, retention, and growth across our portfolio of strategic accounts (€40k+ ARR). Serving as the key link between the client and our internal teams, your role will have a direct and measurable impact on revenue growth and Customer Lifetime Value (CLV).

Responsibilities

1. Drive Relationships & Maximize Retention for Strategic Accounts

• Serve as the primary contact and trusted advisor for our largest clients from contract signing onwards.
• Track account health using key metrics (Customer Health Score, CSAT, NPS) and establish regular, proactive communication cadences.
• Identify early warning signs, address attrition risks, and implement long-term solutions to minimize churn.

2. Accelerate Product Adoption & Customer Value

• Advise clients on best practices for using our software solutions, facilitating dedicated training sessions and webinars.
• Relay field feedback and feature requests to product teams to help shape the product roadmap.
• Prevent escalations by monitoring support tickets and proactively intervening alongside technical teams.

3. Drive Expansion Opportunities (Upsell & Cross-sell)

• Identify growth levers within your portfolio and collaborate with the sales team to close upsell and cross-sell opportunities.
• Maximize Customer Lifetime Value (CLV) by continuously aligning our software value proposition with your clients' business goals.

Requirements

• Education & Experience: Higher education degree (HBO level / Bachelor’s or Master’s) with at least 3 years of successful experience in a similar B2B SaaS Customer Success Management role.
• Solid experience in account management, preferably within the SaaS industry, with a strong commercial mindset.
• Soft Skills: Excellent interpersonal skills, a proactive advisory posture, and a natural ability to train and guide clients.
• Languages: Fluent in both Dutch and English (spoken and written) for daily interactions with local clients and international group teams.
• Compliance: Rigorous, with strict adherence to information security and confidentiality rules.

We Offer

• Location & Contract: Full-time 1-year contract, based in Zwolle (Netherlands)
• Salary: €3,500 to €4,700 gross per month, depending on profile.

About the Company

Orisha

Founded in 2003, Orisha is a European software publisher primarily serving the retail, real estate, healthcare, construction, and agrifood sectors.

Since its inception, Orisha has been guiding businesses toward success by providing industry-specific solutions that are essential to their operations. Orisha generates over €350M in revenue and employs more than 2,200 people.

Orisha is a group that supports over 50,000 clients across 100+ countries, meeting the technological needs required to keep their daily operations running smoothly.

If you resonate with this project, let us know! We look forward to meeting you.