Customer Success Manager – AVIAN

About the role

As a Customer Success Manager for the AVIAN product line, you will safeguard customer satisfaction throughout the entire journey, from post‑delivery support to warranty management. You will act as the primary contact for customers, ensure service aligns with SLAs, and serve as the first‑level escalation point while collaborating with internal teams to meet business goals.

Key responsibilities

• Serve as the main post‑delivery contact, ensuring services meet SLAs or warranties and handling first‑level escalations.
• Monitor service and support subscriptions, proactively reaching out to customers and providing regular performance reports.
• Analyze KPIs to assess product performance and customer satisfaction, delivering insights to management and sales teams.
• Register and bill any support provided outside standard SLAs, and relay customer feedback to drive product improvements.

Required profile

• Bachelor’s degree or higher in Engineering, Business Administration or related field, with technical training or experience.
• At least 3 years of experience in customer service management, preferably in industrial or technology sectors.
• Fluent in written and spoken English and Dutch.
• Office‑based role with occasional travel and remote‑work possibilities.

Required skills

• Proficiency with service management software (Jira).
• Experience using CRM systems.
• Understanding of product lifecycle and configuration management.

What we offer

• Great Place to Work® certification and comprehensive pension plan.
• Hybrid work model with commuting allowance and 30 days paid holiday (plus option to buy 3 extra days).
• Opportunities for training, certifications, and career development.
• High‑quality equipment (laptop/desktop, monitor, noise‑cancelling headphones) and an international team of 30+ nationalities.