Customer Success Manager (CSM)

Job description

At Neople we're driven by our passion, experience, and interest in neural networks, LLM, and AI ethics. We take some pride in having started way before the current LLM/GenAI/ChatGPT hype. We believe that AI can do lots of good, but know it must be user-friendly in order to be widely adopted and not cause inequality gaps. Especially now.  

Our shared goal is to make it super easy for people to access helpful AI assistants in the workplace and tap into the potential of digital transformation at work. That's why we're creating the most user-friendly digital co-workers powered by AI. We’re growing fast and that’s why we’re looking for a new (human ;-)) colleague to join our team!

You’ll be part of our early days: it’s energizing, inspiring, and a hell of a ride!  

The team:

Before we talk about job details, we believe the people you work with are the foundation of what makes a job great. The CS team is a part of the broader Revenue team and currently consists of 2 Customer Success Managers: Anne and Pieter. You will also work closely together with the Product team (Tech, Data, UX) whose focus is creating the best digital co-workers possible.  

Our entire team is best described as open, ambitious, highly skilled, friendly and if you ask us - also really fun. We stay close to our core values: eager to learn, trust, character and collegiality. Besides people, we also count our Neople as part of our team - with Emily as our chief executive Neople. We’ll make sure you meet her and other Neople during a first interview.

The job:

The Customer Success role at its core is being the connecting factor between our customers and our product. Your main focus is to onboard our customers and make sure there is a seamless hand-over from sales. You make sure our customers get a fast time-to-value, and turn them into happy customers.

At Neople, we don’t often call ourselves CS Managers, but rather Neople career coaches. We help our Neople with their onboarding phase, get them up to speed in their new work environment, and make sure they work in sync with their human colleagues.  

Our Neople, like people, keep learning and developing as they get more experienced. It is your role to ensure that the Neople’s growth is in line with the client’s wants and needs. As CSM you are in contact with our customers on a regular basis to build relationships, receive their feedback, and steer our Neople in the right direction to improve on their performance.  

The role in more detail:

• You’re the first and foremost point of contact for your clients, ensuring the information flows smoothly to the right internal teams (Product, Tech, Data, Sales, Marketing) and vice versa;
• You manage your client portfolio and build long-term customer relationships;
• You’re constantly looking to translate insights and experiences from customers into structural improvements;
• You’ll provide customer feedback to the product team to shape & sharpen the product roadmap;
• You create and point out upsell opportunities to the revenue team;
• You play a big role in the development of our Neople balancing the client’s wants and needs with the product team’s backlog.
  

The requirements:

• ^You are able to communicate clearly;
• You’re a punctual, detail-oriented person and make plannings accordingly;
• You’re open-minded, kind, autonomous, and proactive;
• You have experience with and enjoy cross-functional stakeholder management;
• You enjoy problem-solving and can come up with effective solutions;
• You’re constantly looking for opportunities to accelerate or automate your own work;
• You enjoy to be part of a start-up, juggling multiple responsibilities and moving quick;
• 2-5+ years of relevant work experience;
• You speak Dutch or English (B2).

Nice to haves:

• Start-up experience
• Experience in a SaaS company
• Experience as Customer Success Manager
• Affinity with AI  

The offer:

• A salary that meets your expectations and market standards
• A work week of 32, 36 or 40 hours a week. Whatever you prefer.
• Good gear to work with
• The opportunity to get shares in the company
• NS business card or travel reimbursement  

Interested? Drop us your CV and brief motivation at bas@neople.io.

If you have any projects to showcase we’d love to see them too!