Customer Success Manager

22-06-2026

6.378 - 8.504

Senior

Den Haag

As a Customer Success Manager at NN Group, you drive adoption of internal IT infrastructure services, act as voice of the customer, align stakeholders with engineering, chair customer boards, and prepare C-level customer meetings to improve experience and ways of working.

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Customer Success Manager

Role purpose: Drive customer adoption, retention, and growth by ensuring customers achieve measurable outcomes with the company’s products and services.

Core responsibilities

Own the post-sale customer lifecycle, including onboarding, adoption, renewals, and expansion.
Build trusted relationships with key stakeholders and act as the primary point of contact for success planning.
Develop and execute success plans, track goals, and report progress using customer health metrics.
Identify risks early, manage escalations, and coordinate cross-functional resolution with Support, Product, and Sales.
Lead regular business reviews, provide product guidance, and share best practices to increase value realization.
Capture customer feedback, translate insights into actionable recommendations, and advocate for customer needs internally.
Collaborate with Sales on renewals and upsell opportunities while maintaining a customer-first approach.

Required skills and qualifications

Experience in customer success, account management, or client services in a SaaS or technology environment.
Strong communication, stakeholder management, and consultative problem-solving skills.
Ability to analyze usage data, define KPIs, and manage a portfolio using CRM and success tools.
Project management skills, attention to detail, and ability to prioritize across multiple accounts.
Comfort working cross-functionally and influencing without authority.

Success measures

Customer retention and renewal rate
Product adoption and time-to-value
Customer satisfaction (e.g., CSAT/NPS) and reduced escalations
Expansion revenue and account growth

As a Customer Success Manager, you will help shape how internal IT services are adopted, valued and trusted across NN Group. This is a new role with real freedom to define customer success in a complex, high-impact environment.

What you are going to do

In this role, you will be a true jack-of-all-trades, operating at the intersection of technology, strategy, and people. You will bring structure to complexity, connect internal clients with engineering teams, and turn diverse signals into clear directions during moments of change. You will also:

Act as the primary point of contact for a defined group of internal customers
Act as the voice of the customer internally, sharing feedback and driving change to improve products and services
Build and maintain trusted advisor relationships with customers and chair customer boards on performance, priorities and improvement
Prepare and organize C-level customer meetings
Drive adoption of infrastructure services based on customer use cases through alignment sessions and clear communication
Initiate or contribute to change initiatives aimed at improving customer experience and our internal ways of working

What we offer you

NN Group invests in an inclusive and inspiring work environment, with benefits that support your development and well-being:

Salary depending on your knowledge and experience between €6,378 and €8,504 gross for 36 hours a week
13th month and holiday allowance are paid with your monthly salary
27 vacation days for a 5-day working week and three Diversity Days
A modern pension administered by BeFrank
Plenty of training and learning opportunities
NS Business Card 2nd class, which gives you unlimited travel, also privately. Do you prefer to travel with your own transport? Then you can declare the kilometers travelled
Allowances for setting up your home office and for internet use

Who you are

You enjoy operating in complex situations and view change as something to shape, not to manage from the sidelines. Comfortable moving between highly technical experts and business stakeholders, you know how to create connections without oversimplifying the content. Unspoken communication cues do not go unnoticed, and you act on them with confidence and care. Autonomy, ownership and the chance to build something new within NN motivate you. You also bring:

A university-level of thinking and a strong understanding of IT infrastructure, without needing to be hands-on
Experience in customer-facing or commercial roles such as customer success, account management or consultative selling
The ability to steer group discussions, read social dynamics and follow up one-on-one when needed
Ability to navigate complex environments and get things done
Confidence to balance empathy with strategic direction, especially when standardisation causes resistance
A proactive mindset and the ability to define your own approach to customer success and continuous improvement
Experience in cross-functional collaboration within Enterprise-size companies (desirable)

Who you will work with

You will be part of Group IT’s Infrastructure domain, within a highly educated and professional team that thrives on complex challenges. Colleagues are passionate about their work, strong on content and constructive in collaboration, combining technical depth with respect for relationships. The environment has an international character, with teams working across the Netherlands, Spain and the Czech Republic. English is widely used, and different perspectives are valued. While the scale is large, the culture has a startup-like feel, with space for ideas, experimentation and shaping how things are done together.

Any questions?

If you have any questions about the job, you can reach out to Chantal Verhagen, Talent Acquisition Specialist, via +316 30272713 and [email protected].

Bij NN geloven we dat onze kracht ligt in het omarmen van de volledige diversiteit van de mensheid. We erkennen en waarderen ieders uniciteit en bijdrage, wat ons in staat stelt om te groeien: als individu, als team en als organisatie.

Diversiteit, Gelijkheid en Inclusie zijn verankerd in onze cultuur, die wordt geleid door onze kernwaarden: care, clear en commit. Deze waarden helpen ons om een werkomgeving te creëren waarin iedereen zich welkom, gerespecteerd en trots voelt om deel van uit te maken.

Be you. You have our support.