Director of customer success management (csm) (m/f/d)

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.

• 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.

• 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.

• Permanent employment contract and 30 days of annual vacation
• Pleasant working atmosphere with flat hierarchies
• Open working atmosphere in an international environment
• Flexible working hours within a modern working environment
• Possibility to work remotely
• Well-founded onboarding by a buddy
• Time for individual training opportunities to further develop your personal strengths
• Joint employee events and team building measures
• Employee subsidy for gym membership
• Company health measures such as health days or fresh fruit
• Free drinks (coffee, tea, water)
• Gifts on special occasions, e.g. anniversary
• Monthly tax-free payment in the form of a Mastercard
• Possibility of time off (sabbatical)
• Quality time together (table football, table tennis table, massage chair)
• Corporate benefits
• Vacation bonus

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