Customer Success Manager

As a Customer Success Manager, you are responsible for ensuring that Cleopatra Enterprise delivers measurable, long-term business value to our clients. Your focus is on embedding Cleopatra Enterprise into the client’s operational processes and making the platform truly business-critical over time.

Customer Success starts after go-live, but you are involved already at the onset of the implementation phase (after the sale). Together with the Implementation team, you co-own value discovery: aligning the implemented functionalities with the business outcomes the client wants to achieve.

You will proactively manage the customer relationship by, amongst others, perform evaluations and work on customer roadmaps. When you notice interesting opportunities during client contacts, you bring this forward to the sales team. On the other hand, when you are noticing possible problems at the client side, you will act proactive on this to mitigate the risk. When new modules are released to our clients, you will guide them through the new release

Next to the above main tasks, you will also work on optimizing the customer journey and customer engagement by installing a center of excellence to ensure this. You will operate in an international enterprise context, working with global clients and stakeholders across different regions and cultures. Travel to key customers will be part of the role.

Key responsibilities

• Strategic Value Realization & Roadmap Mastery Embed Cleopatra as a business-critical platform by translating complex client objectives into actionable adoption goals and measurable KPIs, while establishing a Center of Excellence to ensure long-term, quantifiable value.
• Executive Stakeholder Engagement & Governance Drive high-level alignment by building trusted relationships across all organizational layers, managing a rigorous governance rhythm (including QBRs), and proactively mapping stakeholders to mitigate risks and secure strategic buy-in.
• Operational Orchestration & Product Advocacy Lead the post-go-live lifecycle by providing hands-on enablement and monitoring adoption signals to remove barriers, while serving as the definitive "Voice of the Customer" to bridge the gap between client feedback and internal product innovation.

You bring:

• 6+ years of experience in Customer Success, enterprise client advisory, or similar roles in B2B SaaS or enterprise software
• Proven ability to define, own, and manage success KPIs tied to business outcomes
• Strong stakeholder management skills across multiple organizational levels
• Experience in post-implementation environments where software adoption requires organizational alignment

Why Cleopatra Enterprise

Cleopatra Enterprise is evolving into an enterprise platform that helps global organizations manage and improve critical operational and strategic processes. We work with industry-leading clients in complex project and asset-intensive environments, where performance, control, and decision-making truly matter.

As Customer Success Manager, you will play a key role in ensuring customers achieve measurable business outcomes and embed Cleopatra Enterprise into the way they operate. This is not a traditional support role — it is a senior advisory position with real influence on long-term client success, product adoption, and the value we deliver worldwide.

You will operate at the intersection of enterprise software, operational adoption, and stakeholder management, helping clients make Cleopatra Enterprise a business-critical platform.

We offer:

• € 4000 - € 6500 based on FT (40 hr)
• 29,5 holidays
• A good pension scheme
• Bonus scheme
• Hybrid working
• Travel reimbursement