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.