Job Description
Description
As a Mid-Market Customer Success Manager, you will manage, grow, and retain a portfolio of dynamic clients to drive product adoption, satisfaction, and Net Revenue Retention (NRR). This role demands a deep understanding of customer needs and scalable success strategies to foster a strong client community. You will proactively uncover upsell opportunities alongside Account Managers to drive revenue, while optimizing self-service resources, user groups, and events for best-practice sharing. Collaborating closely with operations, you will refine CS processes and tools for maximum efficiency. Finally, you will analyze customer data to provide actionable insights, share critical feedback with product teams, and host educational workshops to continuously improve the overall customer experience.
Your First Year Journey
First 3 Months You will focus on learning Tellent’s products, customer base, and scalable CS strategies. Through onboarding sessions, training on engagement techniques, and hands-on participation in customer interactions, you will build a strong foundation. By the end of this period, you will be comfortable using CS tools and contributing to small-scale initiatives like webinars and customer workshops.
After 6 Months You will independently manage your portfolio, executing scalable initiatives to drive product adoption and customer satisfaction. You will actively lead webinars, community engagement events, and improve self-service resources. You will also collaborate with AMs on renewals and upsell opportunities while refining customer engagement processes.
After 12 Months You will have a measurable impact on customer satisfaction, churn prevention, and NRR. You will be fully embedded in scalable customer success initiatives, fostering strong customer communities, and optimizing processes. With a proven track record in driving value, you will be well-positioned for growth and professional development.
What You’ll Be Doing
Hybrid Engagement Strategy: Manage and retain a dedicated portfolio using both 1:1 consultative deep dives and scalable 1-to-many initiatives.
Digital Customer Journey Design: Design, execute, and continuously improve the digital journey for mid-market customers, ensuring value-driven touchpoints from onboarding through renewal.
Scaled Program Execution: Build and run digital programs using email, in-app messaging, video, and webinars to drive product adoption at scale.
Data-Driven Proactivity: Analyze usage patterns and behavioral signals to prioritize outreach, identifying “silent” customers or those at risk before churn occurs.
Commercial Growth: Partner with Account Managers to identify, qualify, and document expansion (upsell/cross-sell) opportunities discovered during your digital campaigns or 1:1 sessions.
Community & Feedback: Foster a sense of community by hosting user groups and events, while relaying critical customer feedback to Product and Development teams to shape the roadmap.
What You Bring
Native-level fluency in French and professional proficiency in English are required. Dutch is a plus!
Proven experience in Customer Success, Account Management, or Digital Marketing within a SaaS environment.
Ability to translate complex customer needs into automated, scalable playbooks and campaigns.
Exceptional 1:1 presentation and relationship-building skills, with the ability to build trust quickly with mid-market stakeholders.
Proficiency in using data and CS tools to measure campaign effectiveness and portfolio health.
A proactive, “experiment-and-learn” approach to building a new role in a fast-growing team.
KPIs & Success Metrics
Gross & Net Revenue Retention (GRR/NRR): Direct impact on retention and expansion within your portfolio.
Adoption: Improving product engagement metrics through scaled initiatives.
Campaign Impact: Effectiveness and conversion rates of digital programs and webinars.
Qualified Pipeline: Number of expansion opportunities sourced and handed over to the AM team.
What we offer
Flexible working within our international team environment
Diverse and international team environment
€1,500 annual learning budget + 2 dedicated learning days
Pension scheme & fitness subscription
25 vacation days + approximately 9 RTT days + 2 wellbeing days
Work from anywhere for up to 4 weeks per year
Apple MacBook and all the tools you need to succeed
Home office budget
About Tellent
Tellent is a leading Talent Management Suite designed to empower HR & People teams across the entire employee journey. Our all-in-one platform combines an Applicant Tracking System (Tellent Recruitee), an intuitive HRIS (Tellent HR), and powerful Performance Management software (Tellent Grow).
With 250+ team members globally, 7,000+ customers in 100+ countries, and a growing ecosystem of 500+ partners, we help organizations attract, grow, and retain top talent.
AI in our recruitment process
We use our internally developed AI tools to help streamline our recruitment process. However, technology never makes a decision. Every candidate is personally reviewed by our team. Your journey with us is guided by people, supported by tech. Curious about how it works? Read our AI Statement, check our Privacy Policy, or chat with us at hr@tellent.com.
If you require accommodations or support during the recruitment process, please let us know — we’re happy to help.
