Customer Success Manager

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, 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).

Your missions :

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.

At Orisha, AI is an everyday ally: we encourage and train every employee to use Gemini to boost creativity and productivity.

Who are you ?

• 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.
• Account Management : proven track record managing strategic or key accounts with a strong business and ROI orientation.
• 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.

️ Location & Contract : Full-time permanent contract, based in Zwolle (Netherlands).

️ Salary : €4,000 to €4,700 gross per month, depending on profile.

About Orisha

Founded in 2003, Orisha is a European software vendor providing specialized solutions primarily for retail, real estate, healthcare, construction, and agrifood businesses.

Since its inception, Orisha has guided companies toward success by delivering industry-specific, mission-critical solutions. Today, Orisha generates €350M in revenue and employs 2,200 people.

The group supports over 50,000 clients across 100+ countries with the technology necessary to power their day-to-day operations.

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

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