Customer Success Manager
Customer Success Manager
Full-time - Hybrid - Amsterdam Area
About Oktogrid
As a fast-growing scale-up, we operate in a dynamic environment where ownership, collaboration, and continuous improvement are key. We work closely with leading partners and customers across Europe to bring innovative solutions to the market and scale them globally.
We are on a mission to make power infrastructure smarter, more reliable, and more efficient.
We serve our customers with development of advanced monitoring solutions for transformers, enabling our customers—ranging from grid operators and renewable energy players to industrial companies and data centers—to prevent outages, optimize maintenance, and extend the lifetime of critical assets.
Our technology combines deep domain expertise in transformers with cutting-edge sensing and data capabilities, delivering real-time insights that help customers make better decisions.
Joining Oktogrid means being part of a team where you can make a tangible impact on critical infrastructure, while growing alongside the company.
Job description
The Customer Success Manager, reporting directly to the CCO, will be responsible for taking Oktogrid’s customer satisfaction to the next level, transforming it into pure customer delight. The ideal candidate is a medior professional with a background in project management and a passion for organizing, planning, and delivering exceptional customer experiences. They should have a customer-centric mindset and the ability to translate customer value into actionable tasks for Oktogrid’s internal teams, ensuring seamless communication and collaboration.
The candidate must be a people person who loves engaging with clients and colleagues, with a natural eagerness to please and an unwavering dedication to service. They should have a high energy level, bringing enthusiasm and positivity to their interactions. Commercial savviness is essential for identifying and driving cross- and upsell opportunities within existing accounts, while also maintaining a focus on nurturing long-term relationships. This individual must also be a strong communicator, keeping all parties updated and following up on activities to ensure nothing is overlooked.
The candidate will work closely with Partner Managers, Account Managers, Account Executives, Product Development, and Operations to align efforts and maximize customer value. This role is based at Oktogrid’s office in Amsterdam. Hybrid working applies, with a minimum of 3 days per week in the office.
Language Skills
Fluency in English is required.
Proficiency in other major languages (e.g., Spanish, French, German, or Italian) is highly beneficial.
Key Responsibilities
1. Customer Satisfaction and Delight
Proactively engage with customers to ensure a high level of satisfaction, addressing concerns and solving issues swiftly to exceed expectations.
Develop and implement strategies to elevate the customer experience from satisfaction to delight, using feedback and insights to continuously improve.
Act as the customer’s advocate within Oktogrid, ensuring their needs are prioritized and met by the organization.
2. Cross- and Upsell Initiatives
Identify opportunities for cross- and upselling within existing accounts, leveraging a deep understanding of customer needs and Oktogrid’s product offerings.
Collaborate with sales teams to develop tailored proposals and strategies that drive additional value for customers.
Track and measure the success of upsell and cross-sell efforts, adjusting strategies as needed to maximize impact.
3. Project Management and Organization
Manage multiple customer projects simultaneously, ensuring they are completed on time and within scope.
Organize and lead regular check-ins with customers to discuss ongoing projects, updates, and future opportunities.
Maintain detailed records of customer interactions, project timelines, and follow-up actions, using project management tools to stay organized.
4. Internal Collaboration and Coordination
Work closely with Partner Account Managers and Account Executives to align on customer strategies and share insights that can drive growth.
Collaborate with Product Development to communicate customer feedback and influence the product roadmap based on real-world needs.
Coordinate with Operations to ensure smooth delivery of solutions and services, addressing any operational challenges proactively.
5. Communication and Follow-Up
Ensure clear and consistent communication with both customers and internal teams, keeping everyone informed of progress and next steps.
Follow up on all activities, ensuring tasks are completed and any issues are resolved promptly.
Provide regular updates to the CCO on customer satisfaction levels, project status, and cross- and upsell achievements.
6. Customer Value Translation
Translate customer needs and value propositions into actionable initiatives for Oktogrid’s teams, ensuring alignment and focus on delivering maximum impact.
Use data and customer insights to highlight areas of improvement and propose solutions that add value to the customer journey.
Compensation Details
Base Salary: €50,000 to €65,000 annually, depending on experience.
Bonus Structure: 10% of the base salary, tied to customer satisfaction metrics, cross- and upsell success, and project management effectiveness. No commission is provided.
Profile of the ideal candidate
Medior level; 4–7 years of experience in a customer success, account management, or project management role in a B2B environment.
Experience with technical products or solutions; affinity with hardware/IoT or energy infrastructure is a clear plus.
Demonstrated ability to independently manage multiple customer projects simultaneously, including onboarding and implementation coordination.
Proven track record in identifying and executing cross- and upsell opportunities within existing accounts.
Proficiency with HubSpot or a comparable CRM system.
Fluent in English; proficiency in Dutch, German, French, or Spanish is a significant advantage given Oktogrid's customer base across Europe.
At Oktogrid, we are building the team that will help shape the future of the energy grid. If you see yourself in this role and want to learn more, don't hesitate to reach out at jobs@oktogrid.io — we look forward to hearing from you. You can also visit our website at oktogrid.io for more information about who we are and what we do.