Senior Customer Success Manager

Mongodb

As a Customer Success Manager, you are the trusted advisor helping customers navigate their journey on MongoDB. You’ll be responsible for maximizing customer lifetime value and success for a portfolio of accounts, acting as a strategic connector between your customers and the right resources at the right time to achieve their unique business goals. You’ll drive customer retention, revenue realization, and advocacy. You’ll build deep relationships, understand customer needs inside and out, and seamlessly navigate account team and internal resources to deliver real, measurable impact where your customers need it most. We are looking to speak to candidates who are based in Amsterdam for our hybrid working model. KEY RESPONSIBILITIES Customer Advisory * Proactively identify risks and ensure deployment health by advising on best practices and operational strategies. Deliver optimal solutions to critical customer challenges, accelerating time-to-value and guiding customers to achieve their business goals through their MongoDB deployments * Conduct comprehensive customer business reviews, analyzing technical health and operational performance while translating insights into value-based outcomes. Partner with technical and business leaders to align on objectives and champion mutual success plans that foster growth and retention Account & Portfolio Management * Own elements of the account plan that drive customer maturity and lifetime value, retention, and revenue realization. Proactively manage a portfolio of customers across various stages of the journey, creating and executing strategies to maximize value realization, advocacy, and long-term success * Track and report progress against key business outcomes, forecast revenue retention and realization to senior leadership for business predictability, and identify new opportunities to expand customer impact, collaborating with presales teams to support growth * Maintain meticulous hygiene in internal systems to ensure a single source of truth for customer insights and accurate territory analysis. Leverage AI-driven tools to streamline daily workflows, improve productivity, and optimize customer success outcomes Internal Collaboration & Customer Advocacy * Amplify the voice of the customer within MongoDB, leveraging customer insights to inform MongoDB’s product roadmap and coordinate across Sales, Product, Services, Support, and Training teams to drive customer health, satisfaction, and value realization * Connect customers with the right internal resources, including Marketing programs and Executive Sponsor engagement, while contributing learnings from customer interactions to strengthen team success and maximize customer value WHAT YOU WILL BRING * Relevant Experience: 5 to 7+ years in a technical customer-facing role (e.g., Technical Customer Success, Solutions Architecture/Engineering, Professional Services/Implementation, Technical Account Management) for a deeply technical, ideally consumption-based, product * Accountability: 3+ years experience being accountable for customer health and revenue realization for a defined book of business for Enterprise/High Tech customers * Communication: Excellent verbal and written skills with the ability to influence technical and business outcomes Education: Bachelor’s degree in Computer Science, STEM, or equivalent technical work experience. ABOUT MONGODB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB.  To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID: 2273451842

Adyen

This is Adyen Adyen is the financial technology platform of choice for leading companies. By providing end-to-end payments capabilities, data-driven insights, and financial products in a single global solution, Adyen helps businesses achieve their ambitions faster. With offices around the world, Adyen works with the likes of Meta, Uber, H&M, eBay, and Microsoft. To maintain our momentum, we need people to join us in finding new ways of solving our unique challenges - people like you. Team Lead, Technical Support As a Technical Support Team Lead, based in Amsterdam, you will lead a team that operates as a first point of contact for Adyen’s merchants across the globe. You will guide and develop the Technical Support team that works directly with merchants to help solve complex technical and operational questions. Day-to-day you will be working with multiple teams across Adyen, such as Operations, Engineering, Product, Account Management and Sales to provide white glove service and support.  Our team is merchant-focused, highly motivated and thrives on our shared success. You will be part of an international team with diverse backgrounds and skill sets. With Adyen being a 24/7 business we operate throughout time zones using a follow the sun principle. Our extensive payments knowledge and technical skillset is our most valuable asset both to our merchants and our internal teams.  What you’ll do * Lead a customer facing team that is a key source of knowledge on the Adyen platform and APIs, the underlying technology stack, and industry-standard integration methods and best practices * Collaborate across an international leadership team by scheduling and participating in monthly meetings, standardizing best practices and developing global alignment as we scale * Coach and mentor members of the Support team to fully prepare Technical Support Engineers to resolve technical challenges for Adyen’s merchants and grow their careers * Help define and clearly communicate objectives and key results for the Support team * Institute accountability, track team progress and success, and present results to Senior Leadership Who you are * You are a people leader who can lead and mentor a team, helping team members grow individually and as a team. You apply focus and drive change, and have between 2-6 years of experience directly managing technical support teams. * You are innovative, love dealing with ambiguity, have strong problem-solving capabilities and enjoy establishing processes and procedures * You are able to serve as an escalation point to varied technical support requests and issues * You can make quick informed decisions and prioritize requests for both internal and external stakeholders * You have strong communication skills and the ability to interact with others clearly and empathetically * Payments or Fintech experience is not required, but you must be able to communicate your enthusiasm for the space and have a tech background or strong technical affinity * You must be willing to travel occasionally, both domestically and internationally where required Our Diversity, Equity and Inclusion commitments  Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our momentum. Our business and technical challenges are unique, and we need as many different voices as possible to join us in solving them - voices like yours. No matter who you are or where you’re from, we welcome you to be your true self at Adyen.  Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this sound like you? If so, Adyen encourages you to reconsider and apply. We look forward to your application What’s next? Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application within 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role. Learn more about our hiring process here. Don’t be afraid to let us know if you need more flexibility. Please, note that this role is a full-time position in Amsterdam, with a hybrid work setup (3 days per week in the office). It will require a relocation in case you live outside of the Netherlands.

Workwize

At Workwize, we’re helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries. With 50.000 users and 120.000 devices under management, we’re solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives. Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide. Workwize has been recognized by LinkedIn as one of the Top 10 Startups in the Netherlands for 2025! Additionally, Deloitte listed Workwize #6 in the top 50 fastest growing Dutch tech companies!          As Customer Support Lead, you will manage and develop our EU-based Customer Operations team while contributing to a global support operation that spans both EU and US hours. Your focus will be on ensuring the EU team meets SLA targets, maintains excellent ticket quality, and continuously improves workflows and processes that support round-the-clock coverage. You will take ownership of agent performance, structured ticket analysis, day-to-day operations, training, and quality assurance. Your goal is to create a high-performing, motivated team while aligning with broader company and support objectives. Your Responsibilities Include Day-to-Day Actions & Monitoring * Oversee all EU communication channels in Pylon to ensure SLA compliance * Own and maintain Pylon reporting dashboards for the EU region, ensuring structure, consistency, and accuracy across fields, tags, and workflows * Analyse EU ticket data to identify volume trends, recurring issues, root causes, and agent performance patterns * Share regular insights with the CS Manager and cross-functional stakeholders to influence Operations, Product, and Process improvements * Collaborate with the US Team Lead to maintain seamless global coverage and handovers between time zones * Report bugs or system issues in Slack with clear steps, context, and customer impact * Monitor squad tools used by EU agents to ensure end-of-day zero-action goals * Review open tickets daily, ensuring timely resolution and proper adherence to workflows Team Management (EU Region) * Lead daily EU team standups to align on priorities, SLAs, and blockers * Own EU scheduling, capacity planning, holiday tracking, and public holiday coverage * Distribute workload fairly across the EU team and adjust based on availability, skill sets, and ticket volumes * Conduct weekly or bi-weekly 1:1s with EU agents using 15Five, offering praise, coaching, and constructive feedback * Monitor EU KPIs and SLA performance and share updates with the CO Manager * Ensure a smooth daily handover between EU and US teams to maintain consistent customer experience * Assist with agent growth, learning and improvement of skills to continue career path within Workwize  Team Quality, Insights & Improvements * Ensure agent correct usage of escalation pathways and resolve complex escalated EU tickets directly or collaborate with relevant stakeholders * Identify agent training needs through QA results, ticket audits, and trend analysis * Partner with Knowledge Management to create or update internal KB articles and Pylon AI workflows * Recommend operational improvements, workflow updates, or system changes based on Pylon data insights * Provide structured feedback to Operations and Product teams on recurring Support issues, themes, and gaps Who You Are * Empathetic leader with a passion for coaching, development, and creating an inclusive team environment * Confident in interpreting support data, identifying patterns, and proposing improvements * Skilled in ticket operations, structured QA, and Support tooling management * Highly organised, proactive, and comfortable taking ownership of complex workflows * Strong, structured and concise communicator across written and verbal * Curious and open to using AI and automation tools to enhance team performance and support operations What You Bring * 5+ years in customer support or service operations * 3+ years of manager, team lead, senior agent, or mentorship experience * Hands-on experience with Pylon or a similar support platform (reporting, dashboards, workflows) * Ability to structure, analyse, and interpret support data to influence team and operational improvements * Strong time management and organisational skills * Experience working in fast-paced, remote-first environments * Advanced English (written and spoken) * Comfort using AI tools (Pylon AI, macros, Co-Pilot, etc.) to automate or optimise workflows Bonus Skills * Pylon admin experience  * Understanding of IT lifecycle, logistics flows, or hardware asset management * Experience using tools such as Airtable, Retool, HiBob, or 15Five * Background in a scaling start-up or SaaS environment * Exposure to analytics tools (Looker, Power BI, Mode, etc.) * Experience designing AI prompts, automations, or workflows   Our Team: Join Workwize and make an impact! We're revolutionizing the way we work and care deeply about our employees' growth and satisfaction. Our diverse team of ambitious professionals, including entrepreneurs, operational specialists, developers, and sales experts, constantly seeks original ideas to reach more consumers and provide top-notch value to our customers. At Workwize, we celebrate individual expression, valuing diverse perspectives and encouraging creativity. We believe in having a great time along the way, fostering a positive and enjoyable work environment. Come unleash your potential with us!   Workwize offers: * Flexible hybrid work environment. * Top-notch tools and equipment provided. * Vibrant, entrepreneurial culture with opportunities for growth. * Off-sites and multi-yearly team bonding events. * Team lunches and surprise events to keep things fun. * Pension  scheme * Classpass corporate membership