Customer Success Manager

About AnywhereNow

Founded in 2010 in The Netherlands, AnywhereNow is a global leader in Enterprise Dialogue Management, with a vision to ensure every employee and customer feels heard, understood, and valued. With around 240 employees working from 22 different countries, we partner with over 2,000 leading enterprises, including Mazda, the UN International Organization for Migration, Adecco Group, and the University of Cape Town, to deliver exceptional customer experiences through the power of Microsoft Teams and AI-driven insights.

Our commitment to innovation, customer focus, and accountability drives our success. Our portfolio includes Dialogue Cloud, Deepdesk (AI Agent Assist), Tendfor and Deepdesk delivering cutting-edge capabilities across Microsoft Teams environments and enterprise CX platforms.

About the role

The At-Scale Customer Success Manager serves a broad portfolio of small to mid-sized customers, primarily through AnywhereNow partner ecosystem. Your measure of success is impact per customer, not time per customer.

You drive adoption, retention, and growth through intelligent, well-timed engagement: Moments that Matter. You use data to find them. You use programmes, automation, and partners to act on them. You use judgement to know when a personal touchpoint will do what no automated workflow can.

You will design and improve scalable success motions across your portfolio. You will build the playbooks and frameworks that let AnywhereNow scale its CS practice as the team grows. You will be both practitioner and builder.

A background in scaled or digital-led Customer Success in a SaaS environment is a strong advantage. Experience with UCaaS, CPaaS, or contact centre technology is a plus.

Why we would like to have a dialogue with you

Great customer success at scale is not about doing less. It is about doing the right thing, at the right moment, for the right customer, in a way that can be repeated hundreds of times over.

As our At-Scale Customer Success Manager, you will serve a large portfolio of small to mid-sized customers. You will not be in the room with all of them. You will not need to be. What you will do is design the programmes, enable the partners, and build the systems that mean customers feel looked after whether you are directly involved or not.

You are analytical and inventive. You see patterns across large datasets and turn them into action. You know how to build a digital touchpoint that actually lands, and you also know when to pick up the phone. You treat partner organisations as force multipliers, not as middlemen.

Our tools and processes are still maturing. The At-Scale playbook for AnywhereNow is still being written. You will help write it.

We pick competencies over skills and experience. Can you convince us you have the following?

Your focus is the biggest possible impact across the largest possible portfolio. You achieve it through smart prioritisation, strong partner relationships, and programmes that scale without losing the human touch.

Can you convince us you have the following?

• Portfolio Health Management

  • Monitor account health across a large portfolio using data signals, health scores, and adoption metrics.

  • Use a tiered engagement model to prioritise customer outreach and engagement.

  • Ensure critical customer interactions happen at the right time to maximise customer outcomes and minimise risk.

• Scalable Success Programmes

  • Design, build, and continuously improve scalable customer success initiatives.

  • Develop and manage automated outreach programmes, group onboarding sessions, webinars, and partner-delivered success programmes.

  • Drive adoption, value realisation, and retention across a broad customer base while continuously optimising successful approaches.

• Partner Enablement

  • Enable partner organisations to effectively deliver customer success services on behalf of AnywhereNow.

  • Develop toolkits, playbooks, training materials, and best-practice frameworks.

  • Provide partners with the knowledge and resources required to support customers independently and successfully.

• Proactive Churn Prevention and Retention

  • Identify at-risk customers before issues escalate.

  • Utilise customer data, health metrics, adoption trends, and partner feedback to detect early warning signs.

  • Execute targeted retention strategies and continuously refine intervention approaches based on outcomes.

• Growth and Expansion Identification

  • Identify expansion opportunities across the customer portfolio.

  • Collaborate with Sales, Renewals, and channel partners to route opportunities efficiently.

  • Support net revenue retention (NRR) growth by recognising the right expansion opportunities at the right time.

• Playbook and Process Contribution

  • Contribute to the continuous improvement of Customer Success processes and operating models.

  • Document successful approaches, best practices, and repeatable frameworks.

  • Support the development of playbooks, engagement strategies, and scalable team infrastructure.

• Data Integrity and Insight Sharing

  • Maintain accurate customer records, CRM data, and customer health information.

  • Generate insights that help identify trends, opportunities, and potential risks across the customer base.

  • Support data-driven decision-making and contribute to ongoing improvements in reporting and data quality.

Competencies

• Data Literacy and Pattern Recognition

  • Analyse large volumes of customer data and identify meaningful trends.

  • Translate insights into prioritised, actionable decisions, even when data is incomplete or imperfect.

• Scalable Programme Design

  • Design and optimise digital, automated, and partner-delivered customer success programmes.

  • Build scalable customer engagement models that deliver results while maintaining a high-quality customer experience.

• Partner Enablement

  • Equip channel partners to act as effective extensions of the Customer Success function.

  • Create practical frameworks, training, and resources that partners can use independently.

• Prioritisation and Efficiency

  • Effectively manage a large and diverse customer portfolio.

  • Focus efforts on the highest-impact activities, customers, and opportunities.

• Growth Mindset and Change Agility

  • Thrive in fast-paced and evolving environments.

  • Take ownership of challenges and contribute to building and improving processes rather than waiting for perfect conditions.

• One-to-Many Communication

  • Create and deliver communications that engage large groups of customers simultaneously.

  • Effectively utilise webinars, email campaigns, partner briefings, and digital engagement programmes.

• Collaboration and Influence

  • Build strong relationships across multiple teams and functions.

  • Drive outcomes through collaboration and influence, even without direct authority.

Essential Experience and Qualifications

• Minimum 3 years of experience in a Customer Success Manager or equivalent post-sales role, ideally within a scaled or digital-led Customer Success environment.

• Minimum 5 years of experience within the software industry, including SaaS, UCaaS, CPaaS, contact centre, or customer experience technology.

• Demonstrated experience managing large customer portfolios using data-driven customer health models and tiered engagement strategies.

• Experience designing, delivering, or supporting scalable Customer Success programmes, digital engagement initiatives, or partner-led success motions.

• Comfortable working within indirect sales channels, partner ecosystems, and channel-led go-to-market models.

• Strong analytical skills with experience using CRM platforms, customer success tools, health scoring models, and adoption data.

• Excellent written and verbal communication skills in English; additional European language skills are advantageous.

Information Security Responsibilities

All employees are responsible for supporting and maintaining the organization’s information security standards. This includes:

• Adhering to all applicable information security policies, procedures, and guidelines at all times.

• Protecting company, customer, and partner data from unauthorized access, disclosure, alteration, or loss.

• Using company systems, devices, and networks in a secure and compliant manner.

• Promptly reporting any suspected or actual security incidents, breaches, or vulnerabilities to the appropriate team.

• Completing mandatory information security and data protection training as required.

• Ensuring that confidential information is handled and stored securely in line with company policies and legal requirements.

Failure to comply with information security responsibilities may result in disciplinary action.