Location
Germany – Düsseldorf (with regular travel to Ghent)
Job
Full-time
About CollectOnline
CollectOnline is an international, AI-driven order-to-cash player making receivables management smarter through digital innovation. Through an omnichannel approach email, phone, SMS, self-service our platform combines intelligent automation with human empathy.
We’re active in more than 14 European countries and serve clients across a wide range of sectors: healthcare, energy, telecom, retail and finance.
Once Operations has successfully implemented a client, you as Customer Success Manager become the steady face that maintains the relationship for the long term: you make sure clients keep using the platform, keep growing, and keep coming back.
Your Role
As Customer Success Manager, you're the go-to contact for a portfolio of clients. You prefer working from the office, alongside your colleagues, but are just as happy to head out and visit clients: you proactively engage with them, build genuine relationships, and spot opportunities and risks before they become a problem. You work closely with our support team (which handles day-to-day questions and incidents) and our business consultants (who lead the more complex implementation projects).
What you'll do:
- Proactive client visits: You plan and carry out regular in-person and digital client visits across your portfolio, as a steady and visible point of contact.
- Building long-term relationships: You build trust through regular contact, check-ins and client visits, and get to know your clients' business inside out.
- Driving retention and growth: You spot renewal and upsell opportunities, flag churn risk early, and take action to retain and grow clients.
- Onboarding lighter-touch clients: For clients with a simpler implementation, you handle the onboarding yourself; more complex projects are taken on by our business consultants.
- Working with support and implementation: You loop in the support team promptly for questions or incidents, and the business consultants for heavier implementations, so the client always ends up with the right person.
- Internal feedback loop: You gather client feedback and work with Product, Support and Implementation to continuously improve our service.
- Reporting & KPIs: You track retention, NPS and platform adoption within your portfolio and report on these.
Who we are looking for
Must-haves
- You hold a Master's degree.
- 2 to 4 years of experience in a Customer Success, Account Management or similar client-facing role, preferably in a SaaS or B2B environment.
- Excellent communication in Dutch and English; a good command of French and/or German is a strong plus.
- You're a team player who enjoys being in the office, but is just as happy out on the road meeting clients in person; you hold a valid driving licence.
- You combine a proactive, solutions-oriented mindset with strong communication skills.
- You work in a structured way, can prioritise across a portfolio of multiple clients, and are comfortable with CRM and Customer Success tools.
Nice to have
- Affinity with fintech, credit management or debt collection processes.
- Experience with sensitive client conversations about figures, contracts or outstanding receivables.
- Affinity with AI applications in business processes.
What we offer
- A key role within the Customer Success team of a fast-growing European SaaS scale-up.
- Direct impact: your client relationships help drive the success of clients across 14+ countries.
- A fixed base at our office in Ghent city centre, with a company car for your client visits.
- Autonomy and ownership you own your client portfolio.
- An attractive, market-conform salary package.
- A training budget and room for personal and technical growth.
Interested?
Do you recognise yourself in this profile? Reach out directly at:
sophie@collectonline.eu
Tell us in two to three sentences which client relationship you're most proud of, and why.
