Senior Customer Success Manager - SaaS (m/f/x)

Your mission

As a Senior Customer Success Manager – SaaS (m/f/x), you are responsible for ensuring that all customers using Rail-Flow’s Software-as-a-Service solutions  realize the maximum possible value  from our products.   Your core mission is to  systematically analyze product usage across the entire customer base , identify deviations from expected or potential usage, and proactively intervene where needed to improve adoption, satisfaction, and long-term retention.

For large and strategic customers, you take a deeper, more individualized approach—engaging regularly at senior level, conducting on-site and remote reviews, and ensuring that Rail-Flow’s solutions evolve in line with customer expectations and business needs.

Key  Responsibilities

• Continuously monitor and analyze product usage across all SaaS customers  to assess adoption levels and  realized  customer value against defined expectations and benchmarks.
• Systematically identify deviations  from expected usage or value realization and prioritize customers requiring proactive engagement.
• Proactively approach customers with usage or value gaps , offering guidance, enablement, and targeted support to increase adoption and  realized  benefits.
• Design and deliver  targeted enablement measures , such as  trainings , refresh sessions, and best-practice workshops, to improve customer usage maturity.
• Take  strategic ownership of key enterprise customers , including regular in-depth reviews and quarterly on-site or remote engagements to assess satisfaction, value delivery, and future needs.
• Act as the  central feedback interface between customers and Product/Engineering , translating insights,improvement ideas, and gaps into structured input for the product roadmap.
• Own customer health and renewal readiness , actively tracking contract timelines,identifying churn risks early, and driving mitigation measures in close collaboration with internal teams.
• Work closely with  Sales, Product, Engineering, and Support  to ensure aligned customer outcomes, stable operations, and scalable customer success processes.
• Ensure transparency and consistency through  HubSpot CRM , maintaining customer context, usage insights,identified risks, actions taken, renewal outlooks, and success reporting.

Your profile

• 3+ years of experience  in B2B SaaS Customer Success or Account Management, ideally with enterprise customers.
• Proven ability to drive  adoption, value realization, and renewals  in complex customer environments.
• Strong analytical mindset with the ability to interpret usage data and translate insights into concrete customer actions.
• Excellent stakeholder management skills, from operational users to executive decision-makers.
• Highly motivated, structured, and able to work independently witha strong sense of ownership.
• Strong communication, presentation, and facilitation skills, combined with high interpersonal sensitivity.
• Experience in  transport, logistics, rail freight, intermodal, or TMS environments  is a strong advantage.
• Fluency in Dutch and English is required.

Why us?

• Help shape the future by shifting traffic from road to rail
• Work on cutting-edge marketplace and software solutions that impact the entire logistics industry
• Become part of a dynamic, international team where senior management brings extensive experience from both corporate and startup environments
• International work environment with locations in Frankfurt, Hamburg, Izmir, and Rotterdam
• Enjoy a high level of creative freedom and decision-making power, supported by an attractive overall package that includes:
• Hybrid working options, including fully remote work for several weeks
• Budget for your professional development
• High-quality IT equipment of your choice
• Various team events