Customer Success Manager - Maastricht

As a Customer Success Manager you are responsible for building and nurturing strong, long-term relationships with our clients. You act as their primary point of contact and trusted advisor, ensuring customers get measurable value from the Unite platform and that this value grows over time. You actively drive that growth. When customers thrive, revenue growth should follow.

Your role

• Drive account growth: Develop account plans, grow revenue through increased order value and frequency, and expand the range of categories and suppliers available to the customer. You identify where the platform is already delivering value and build from there
• Unlock growth potential: Identify opportunities for customers to get more out of the platform, from broader catalogue use to expansion into new departments or subsidiaries. Growth conversations are consultative, starting with the customer’s own priorities and working from there
• Enable customer success: Guide new clients through onboarding following a structured handover from the Account Executive, deliver tailored training, and ensure customers experience platform value from day one
• Track and optimise performance: Monitor GMV and net revenue and lead regular Business Reviews. Use data to tell a story, not just report numbers, and align on what comes next
• Account health monitoring: Track KPIs around satisfaction, retention, and growth. Identify risks early and act before they become problems
• Resolve issues decisively: Address customer concerns promptly, from technical issues to order management, coordinating across teams so the customer always feels someone has it under control
• Cross-functional collaboration: Work closely with Customer Service, Sales, Supplier Management, Marketing, and E-Procurement Consulting to ensure a consistent customer experience across every touchpoint

Your qualifications

• Account management experience: 2 - 4 years in account management, customer success or a comparable commercial role. A B2B, SaaS or e-procurement background is a strong fit, though a solid general commercial track record is equally welcome
• Commercial drive with a customer lens: You think commercially, spot opportunities proactively and move on them. You understand that the most durable growth comes from customers who genuinely benefit from the platform
• Strong communicator: You communicate clearly and adapt your message to the audience, whether that is a procurement contact or senior leadership
• Data-driven: Comfortable tracking KPIs and translating data into clear, actionable insights. You understand that good analysis starts with good data and you take responsibility for both.
• CRM proficiency: You maintain accurate and up-to-date CRM records as a professional standard, not an admin task. What you capture today shapes the quality of every conversation tomorrow
• Ownership and composure: You stay calm under pressure, take ownership and coordinate across teams. The customer should always feel that one person has it under control
• Genuine customer investment: You are invested in customer success across the full lifecycle. You bring curiosity, adaptability and a drive to continuously improve the experience you deliver

What you can expect from us

• We offer a flexible work location: You can work in our modern Unite office in Maastricht or choose a hybrid set-up
• We think long-term: That’s why we are great believers in offering creative freedom – you’ll also get access to our Academy training to grow your career
• We offer workations for new possibilities: You can work abroad for up to 2 months, which is a great way to extend your time away or visit your family and friends in other countries
• We operate at eye level: Join our fair corporate culture and work with helpful colleagues and experienced management
• We care about work-life balance: We offer flexible working hours and 30+ holidays so you can strike a good balance between your work and personal life

Want to shape the future of procurement? At Unite, we’ve been working for over 25 years to make purchasing in the private and public sectors efficient, sustainable and compliant. We offer organisations a trusted alternative to non-European procurement platforms – strengthening local value creation and keeping data where it belongs. More than 700 employees around the world contribute to Unite’s development, bringing diverse perspectives and a strong sense of responsibility. Does this sound like you? Join us as we take procurement to the next level.