Director of customer success management
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.
- 32 -40
- Senior position
- Hbo/wo
- € 7000 - € 8750 OTE (80/20 split)
- Delft
About the role
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.
Why join TOPdesk?
- Opportunity to shape and grow a core function at TOPdesk.
- Work closely with our Chief Customer Officer and leadership team.
- Impact customer success at scale, ensuring organizations get the most out of TOPdesk.
- A supportive and collaborative environment with room to innovate.
What will you be doing?
- 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.
What we’re looking for
- 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.
This is what you do it for
The nicest colleagues, a laptop, and a salary that grows with you. That is a no-brainer, of course. But there’s more. Much more. In the Employee Handbook, you’ll discover all of our employment conditions.
10 to Grow
Devote 10% of your working time and a budget equivalent to 10% of your gross annual salary to personal development.
Paid parental leave
Receive your full salary for 9 weeks + 50% of your salary for 17 weeks. Why? Because parenting is hard work.
Volunteering
Simply do it during work time. Did we mention helping people is part of our DNA?
10 to Grow
Devote 10% of your working time and a budget equivalent to 10% of your gross annual salary to personal development.
Paid parental leave
Receive your full salary for 9 weeks + 50% of your salary for 17 weeks. Why? Because parenting is hard work.
Volunteering
Simply do it during work time. Did we mention helping people is part of our DNA?
The job interview process. This is how we do it!
1 You apply
You send your CV and cover letter. Within the week, you'll hear if we're going to meet.
2 Who am I speaking to?
During a phone screening interview, we’ll check if our expectations are aligned. If so, we’ll get together for the first interview.
3 First interview: culture
You'll get to know TOPdesk, and we’ll get to know you! If you have the true TOPdesk spirit, we’ll meet again for a second interview.
4 Second interview: job details
Let’s find out if your experience and skills make you the perfect fit for the job and team.
5 Contract discussion
Everyone excited? Check! Time to draw up a contract and choose your start date.
6 Welcome to TOPdesk!
Once you’ve signed the contract, we’ll arrange everything for your first day. Let the adventure begin!
Got excited?
The button below will take you to the application form. We look forward to receiving your CV and cover letter in English.
We’re seeking a strategic leader to grow our Customer Success team and deliver impact across the Netherlands and Germany. In your cover letter, please share a concrete example of how you have driven SaaS adoption or managed the customer lifecycle, and tell us why you’re excited to join TOPdesk in this role specifically.
Apply!