Customer Success Manager - Public sector

Effectory is Europe's leading employee feedback solution. With our platform, HR and management collect employee feedback throughout the employee journey. Built on 25 years' experience, our 200 specialists in Amsterdam and Munich support more than 800 organizations in 70+ countries. Our mission: to improve the working world by giving employees a voice and making sure their feedback has an impact.

The role:

We are looking for a Customer Success Manager to help a broad portfolio of customers in the public sector achieve their desired outcomes, ensuring they maximize the value they get from our products and services.

You play a vital role in transforming customers into advocates. It excites you to build and maintain trusted relationships and provide an exquisite customer experience.

You will be joining the team dedicated to the governmental and higher education sector within Effectory. As we service this sector in partnership with the national government, this team holds a high degree of ownership and responsibility to leverage this representative position for knowledge sharing purposes. This also means we develop our own products and services in close collaboration with our partner. This brings its own unique challenges and really requires you to act as the eyes and ears for both the customer and the company.

The salary range for this position is EUR 48.320 and EUR 60.400 gross per year OTE (86% fixed, 14% bonus).

What you’ll be doing:

📈 Own Your Book of Business

Manage ±30-40 customers in the governmental and higher education sector, driving retention and adoption in close collaboration with our consultants.

🚀 Drive Adoption & Engagement

Ensure consistent usage and effect by linking customer goals to our offering. Engage key stakeholders and lead sessions (quarterly reviews) to drive adoption and value.

🤝 Enable Collaboration

Work closely with Consulting, Support, and Onboarding to ensure a seamless customer journey and align on customer needs.

⚡ Manage Risk & Escalations

Handle escalations when needed and proactively mitigate risks to secure successful renewals.

📊 Measure Success

Use SPICED to track outcomes, monitor account health, and run regular check-ins and success reviews (e.g., twice per year).

🔁 Feedback Loop

Represent the voice of the customer internally and share actionable feedback to improve the product and customer experience.