Director of Customer Success Management (CSM) (m/f/d)

Company Description

At TOPdesk, our mission is to ensure customers achieve value from our offering, leading to long-term retention, satisfaction, and sustainable growth. To strengthen this mission, we are looking for a Director of Customer Success Management (CSM) to lead the successful rollout and expansion of our CSM function.

This is an exciting opportunity to shape and scale a growing team across the Netherlands and Germany. You will play a pivotal role in building the foundation of our CSM strategy, driving adoption, and ensuring our customers realize their goals with TOPdesk.

Job Description

Your job

• Strategic Leadership: Define and execute the vision and strategy for the Customer Success Management function at TOPdesk.
• Team Building & Management: Lead, coach, and expand a growing team of Customer Success Managers in the Netherlands and Germany.
• Customer Impact: Ensure the CSM team delivers measurable outcomes for customers through adoption, value realization, and expansion opportunities.
• Cross-functional Collaboration: Partner with Sales, Account Management, Product, and Support teams to ensure seamless customer experiences and drive continuous improvement.
• Operational Excellence: Establish scalable processes, tiered engagement models, and best practices for customer success management.
• Metrics & Outcomes: Own and track performance against key metrics such as retention, expansion, and customer health.
• Voice of the Customer: Represent customer needs and insights internally, driving product and service improvements.

Qualifications

Your profile 

• Proven leadership experience in Customer Success Management or related roles.
• Strong background in building and scaling teams, ideally across multiple locations.
• Strategic thinker with the ability to translate customer needs into measurable business outcomes.
• Excellent collaboration and communication skills across teams and regions.
• Experience with SaaS, software adoption, and customer lifecycle management.
• Fluency in English; Dutch and/or German is a strong plus.

Additional Information

What we offer

• 26 vacation days per year, plus 8 flexible national holidays to use when it suits you.
• Hybrid work setup, supporting a healthy work-life balance.
• A pleasant and inclusive working atmosphere, shaped by our core values: freedom, responsibility, and trust.
• International environment with colleagues from around the globe.
• Comprehensive onboarding, including a buddy system to help you settle in.
• Time and budget for personal development, including training, workshops, and coaching.
• Vitality budget of €50 per month to support your health and well-being.
• Access to an in-house masseuse and physiotherapist for physical wellness.
• Team-building activities and company-wide events to foster connection and fun.
• Free lunch when working in the office

Got excited? 

If so, send us your CV and a cover letter using the job application form. 

In need of some inspiration for your cover letter? We are curious about your technical background and leadership experience. Next to that, we want to know why you want to work in this role at TOPdesk. 

If you have any questions, your contacts Michelle Dhom and Fabienne Even are available by e-mail at  or by phone at +49 (0) 63162400-444.

* We welcome applications from all interested parties, regardless of their ethnic and social background, age, religion, gender, disability, and sexual orientation or identity.

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