Customer Success Manager

Your missionCustomer Outcomes & Adoption Own end-to-end success for a portfolio of enterprise accounts with clear value KPIs (onboarding, adoption, renewal, expansion).Build and execute Success Plans per account; run executive check-ins and QBRs.Proactively identify risk signals; create and run mitigation plans to reduce churn and secure multi-year relationships.Growth, Renewals & CommercialsLead renewal strategy and negotiations; forecast health, risk, and expansion across your book of business.Identify upsell/cross-sell opportunities in partnership with Sales; influence deal structure and pricing with a value narrative.KPIs for your book of business: NRR, GRR& ARR Churn %. Onboarding & Value RealizationOrchestrate complexin persononboardings with clear time-to-value target. Setcustomer stakeholdersup for successtorun their customer experience.Deliverables: Software training, technology integrations, and strategic success planning. Standardize and continuously improve playbooks for implementation, adoption, and executive reporting.KPI for your book of business: time from contract to full activation. Community & AdvocacyEvolveThe Storytelling Company Communityinto a customer advocacy engine: spotlight customer wins, case studies, and peer learning.Work closely with the CS and marketing team to build out theTheStorytelling Community. Product Feedback & InsightsAct as the voice of the customer for our internal organisation.Turn customer outcomes and usage analytics into actionable product feedback; influence roadmap priorities with clear business cases.Communicate releases and drive adoption of new features with compelling enablement for room leads and end users.CS Operations & LeadershipOwn your portfolio metrics (health scorecards, usage dashboards) and contribute to team-wide CS tooling and process improvements.Mentor Associates/CSMs; share best practices, refine playbooks, and help elevate the bar for Customer Success at TSC.At The Storytelling Company, we blend creativity, technology and innovative collaboration to create and curate branded stories and experiences. As a Senior Customer Success Manager, you own a portfolio of strategic customers and are accountable for their business outcomes, adoption, retention, and expansion on The Storytelling Suite and our services. You’ll act as a trusted advisor to senior stakeholders, translate their goals into value plans, and drive measurable impact. You report to the Customer Experience Director and partner closely with Sales, Support, Product, and Operations to fuel sustainable growth. You will also play a key role in shaping and scaling Customer Success practice, contributing to our evolving playbooks and at times acting as a mentor to your peers.Your profileWe’re looking for a senior, commercially savvy CSM who combines strategic thinking with execution. You get things done, love partnering cross-functionally, and aren’t afraid to take ownership.5+ years in B2B SaaS Customer Success or a similar client-facing role; proven track record with Enterprise accounts, retention and expansion(NRR).Experience managing a strategic/mid-market or enterprise book with multi-stakeholder environments.Ability to translate strategy into commercial outcomes:renewal leadership, negotiation, and executive communication.Genuine interest in the tech industry and for innovation;Data-driven operator: comfortable with usage analytics, health scoring, and forecasting.Excellent communication and storytelling skills; able to translate outcomes to C-level stakeholders.Fluent inEnglish(required); Dutch or German language is a plus.Fast learner with a proactive, can-do attitude; team player who enjoys collaborating across different teams. Willingness to travel for Client onboardings and QBRs across the world. Trips are usually 1-2 weeks maximum per time. Comfortable with modern tooling:Microsoft, Excel, Jira, Intercom, Pipedrive, Notion.Why us?A supportive, creative environment where your input is valued.Opportunities to work across diverse teams and grow professionally.A role that offers meaningful ownership and collaboration in equal measure.Competitive salary with annual performance-based bonuses.Solid pension plan and travel or public transport allowance.24 vacation days + 1 company holiday.Compensation for remote work and phone subscriptions.Fun company events, including a legendary yearly summer trip!About UsSince April 2025, flora & faunavisions GmbH, Purple Digital Storytelling, planworx GmbH and ProSystems International B.V. have been united as The Storytelling Company. We combine strategy, design, and technology to create interactive events, immersive experience centers, stage productions, and revolutionary learning environments for international clients and target groups.We build strong partnerships with our clients to bring their vision to life, crafting each story with care and a deep awareness of its impact on people, brands, and the world around us. From the first idea to the last farewell note, from initial pixels to sustainable experiences.Now, tell us, what’s your story?