Customer Success Management Specialist

Client of Pulse Media NL

The Customer Success Management Specialist plays a key role in nurturing and expanding customer relationships post-sale, ensuring clients fully adopt and realize the value of our solutions. This role focuses on building strong partnerships, driving renewals, and identifying growth opportunities through close collaboration with Sales and cross-functional teams.

CSM Specialists are responsible for developing and executing Customer Success Plans, monitoring customer health, and proactively addressing challenges to maximize long-term customer value and business impact.

What You ll Do

Customer Alignment & Success Planning

• Participate in internal handover sessions to understand customer context and account strategy
• Co-create Customer Success Plans with key stakeholders, defining KPIs, success metrics, and tracking approaches
• Set clear expectations around engagement models and stakeholder collaboration

Adoption & Value Realization

• Drive early adoption and effective use of solutions following implementation
• Align on onboarding and deployment strategies to accelerate time-to-value
• Provide best practices and strategic guidance to help customers achieve measurable outcomes

Customer Health Management

• Monitor customer health and usage data to proactively identify risks and opportunities
• Lead regular business reviews to evaluate progress and uncover areas for improvement
• Support customers in overcoming challenges and advancing their strategic goals

Renewals & Account Growth

• Identify and develop upsell and cross-sell opportunities in partnership with Sales
• Proactively manage retention risks to support successful renewals
• Coordinate renewal processes with internal stakeholders for complex cases
• Maintain accurate customer and sales data in CRM systems (e.g., Salesforce)