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Customer Success Manager

  • Hybrid
    • 's-Hertogenbosch, Noord-Brabant, Netherlands
  • Customer Success

Job description

About BlueRock TMS
BlueRock TMS is committed to driving customer success through innovative technology solutions. As a leader in transportation management systems, we pride ourselves on our ability to deliver value through product-driven strategies and best-in-class customer service.


Role Overview

As a Customer Success Manager (CSM) at BlueRock TMS, you are responsible for ensuring customers achieve measurable business value from our platform. You own the customer relationship throughout the lifecycle; from onboarding and adoption to renewals and expansion.

You combine customer advocacy, data-driven insights, and commercial ownership to drive retention, growth, and long-term partnerships. In our scale-up environment, you help build and refine Customer Success processes while directly contributing to customer satisfaction and revenue outcomes.

Key Responsibilities

 Customer Lifecycle Ownership

  • Own a portfolio of customers and manage engagement across the full customer lifecycle

  • Lead customer onboarding and training to ensure fast time-to-value

  • Define success plans and measurable outcomes together with customers

  • Drive adoption of relevant features and solutions aligned with customer goals

 

Customer Engagement & Value Realisation

  • Maintain regular, structured contact with customers

  • Monitor usage trends, product adoption, and customer health scores

  • Proactively identify risks and opportunities within your portfolio

  • Act as a trusted advisor and strategic partner for your customers

 

Renewals & Commercial Ownership

  • Own and lead the renewal & expansion conversation for your customer portfolio

  • Identify, qualify, and drive upsell and cross-sell opportunities

  • Contribute directly to Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)

Medior level

  • Source upsell and cross-sell opportunities

  • Lead renewals independently

  • Close renewals & expansions with support from Sales where needed

Senior level

  • Independently source, manage, and close upsell and cross-sell opportunities

  • Take full ownership of commercial negotiations and renewals

  • Act as a strategic partner for larger and more complex accounts

 

Proactive Monitoring & Risk Management

  • Monitor customer health indicators such as product usage, NPS, and CSAT

  • Use data to detect early warning signs of churn or disengagement

  • Proactively mitigate risks in collaboration with Support, Product, and Professional Services

 

Customer Advocacy & Cross-Functional Collaboration

  • Act as the voice of the customer internally

  • Translate customer feedback into actionable insights for Product and Service teams

  • Work closely with Support and Professional Services to ensure timely issue resolution

  • Align with Sales on renewals, expansions, and account strategy

 

Process, Data & Scale-up Contribution

  • Contribute to Customer Success playbooks, processes, and best practices

  • Use CRM and Customer Success tooling (e.g. HubSpot) to manage data and reporting

  • Help build a scalable Customer Success organisation that can grow with the company


Success Metrics

You will be successful in this role if you consistently achieve:

  • High Customer Satisfaction (NPS / CSAT)

  • Strong Gross Revenue Retention (GRR)

  • Growth in Net Revenue Retention (NRR) through expansions

  • Reduced churn through proactive risk management

  • Strong product adoption and reduced time-to-value

  • Healthy, well-documented customer portfolios

Qualifications

Medior Customer Success Manager

  • 3–5 years of experience in Customer Success, Account Management, or a related SaaS role

  • Experience owning customer relationships and renewal conversations

  • Comfortable identifying commercial opportunities with support from Sales

  • Strong communication and relationship-building skills

Senior Customer Success Manager

  • 5+ years of experience in Customer Success or similar roles within SaaS

  • Proven track record of owning and closing renewals and expansions independently

  • Experience managing complex or high-value customer accounts

  • Ability to operate strategically and influence stakeholders at different levels

 

Skills & Competencies

  • Strong customer-centric and outcome-driven mindset

  • Commercial awareness with the ability to balance value and revenue

  • Analytical skills to interpret customer data and usage trends

  • Excellent verbal and written communication skills in English

  • Proactive, structured, and comfortable in a fast-changing scale-up environment

  • Collaborative mindset across Support, Product, and Sales

What We Offer

  • A competitive salary and benefits package.

  • A dynamic, global work environment in a fast-growing SaaS company.

  • Opportunities for professional development and career growth.

  • Flexibility in working arrangements.

Hiring process

  1. Apply
    Click the “Apply” button to join our talent pool — you’re officially on our radar!

  2. Initial Contact
    If we see a potential match, we’ll invite you for a short video call to get to know each other.

  3. Interviews
    Through a series of interviews, we’ll explore how we can create a win-win by learning more about each other.

  4. Offer
    If it’s a match, you’ll receive a job offer and can prepare for an exciting journey with BlueRock TMS!

BlueRock TMS is an equal opportunity employer. We take pride in our diverse workforce and inclusive workplace. Within our small team of open-minded professionals, we foster the kind of engaging learning environment you’ve been looking for!

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