Client Success Director Netherlands

Full Time
Job Description

Newzoo’s mission is to provide our clients with the best tools, data, and guidance to thrive in the games market. Driven by this, we have become a trusted partner for some of the world’s largest games, entertainment, technology, and media companies. We delight in helping them to navigate the ever-changing and -expanding field of gaming and esports. We have recently scaled up to 100+ people, working from offices and homes around the world. Our client base has scaled with us. We are now looking for an experienced Client Success Director to lead our team in the Netherlands and ensure that we provide the customer experience and value that we are known for.

Key responsibilities

  • Help to further build a high performing, data-driven commercially minded organization with your deep understanding of how to scale a SaaS business.
  • Lead, inspire, and grow the Client Success Managers (CSM) team in the Netherlands, currently consisting of six people, which is envisaged to grow in the next few years under your leadership.
  • Set individual and team targets for the team together with the US CSM director and the Commercial Director.
  • Create a balanced client portfolio for the CSMs and assign new clients to the team.
  • Create a (scalable) client/customer segmentation with a clear vision on how this connects with the service level our clients should receive
  • Deliver annual personal and team targets.
  • Identity upsell opportunities and further grow recurring revenues in our existing base of customers.
  • Provide other teams with actionable insights about adjustments that can be made in product development, business development, and marketing to further enhance the customer experience.
  • Focus on key metrics such as growth, retention, and client health to build and successfully scale the CSM function.
  • Drive innovation and automation initiatives to further increase scalability of the CSM team and allow them to focus on the clients.
  • Optimize the customer journey experience from onboarding to renewal.
  • Monitor and report on the CSM team’s performance.
  • Onboard, mentor, and coach the CSMs based in the Netherlands.
  • Identify and action upon long-term trends and developments in client health scores.


Your profile

  • Proven track record of scaling Client Success/ Support teams within SAAS/ PAAS companies
  • 5+ Years’ experience in managing international teams.
  • Strong people management skills.
  • Drive to inspire and guide people within and outside your organization.
  • Experience working with tools like Hubspot, Intercom, Amplitude,, or equivalents.
  • Experience in owning and reporting over key SaaS metrics of a Customer Success operation
  • Deep passion for games and the games industry. Preferably with experience in gaming and/ or tech, a gamer or at least an understanding about gaming.
  • Ability to quickly understand the games ecosystem and how games companies use data.
  • An entrepreneurial spirit who drives change.
  • Drive to inspire and guide people within and outside your organization.
  • Flawless business English both written and spoken.
  • We love quirks! Let’s work your unique interests or talents into your job.