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Amsterdam
Full-time

Customer Success Manager

Drive value for our customers and grow them

About Makini

Products of our customers solve real problems:
🤕 save workers on power plants from losing fingers.
🛢 prevent oil spills.
🏭 reduce fuel consumption on facilities to reduce emissions.

We exist to multiply their impact.

Before our customers can do business, their products need to interface with internal systems of their customers, most commonly EAMs - Enterprise AssetManagement systems. Building EAM integrations is hard: one will cost $30k -$500k and take up to 18 months to complete. As integrations are a part of onboarding, they make sales process slow and products expensive, ultimately limiting number of companies that can benefit from them.

Makini builds infrastructure that eliminates the need for individual EAM integrations altogether, and enables connections across systems –all via one, simple API. We make onboardings low-touch and entry price-points low, helping our customers get their products into hands of a much larger number of companies, and do it fast.

We exist to multiply the impact of our customers and take pride in solving complex infrastructure problems to free them up and concentrate on creating value, not building integrations.

About the role

You'll be the one helping us achieve this mission. As a Customer Success Manager, you will be on the forefront of solving client problems, building long-lasting relationships, and growing our share-of-wallet. You will work with our Account Executives to turn initial customers into long-term partners. You will also put in building blocks of our customer success as our customer base continues to grow. We've grown from 5 people to 50 over 2021 while growing >100% MoM. Now is a magical time to join, we have PMF but still somewhat small, and everyone makes a foundational difference.

Successful candidate is able to contribute to building relationships, implementing new programs that will increase revenue potential, and minimize churn rates.

You will

  • Manage current customer portfolios.
  • Facilitate handover from sales.
  • Develop long-lasting relationships with customers.
  • Generate upsell opportunities to grow existing customers both horizontally and vertically.
  • Manage cross-functional efforts to increase customer satisfaction.
  • Improve customer onboarding processes.
  • Handle and resolve customer requests and complaints.
  • Minimize customer churn.

We are looking for

  • Proven successful track record in Customer Success, Account Management or a similar role.
  • Experience working with brand image and promoting value through customer experience.
  • Exceptional ability to communicate and foster positive business relationships.
  • Technical curiosity. Out product is technical and understanding of the product and customer's use case is imperative for growth.
  • Accountability and personal organization are essential.
  • Experience in managing a diverse group and training each according to company standards.

Other details

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Is Makini for you?

🔎

Focus

There are 100 things fighting for our time every day. We always keep the main thing main and optimize for impact.

⚡️

Urgency

We move fast, like to be scrappy and hack our way through unless we really have/want to be otherwise.

👷

Builders at heart

We often do things we've never done before. Expect to find yourself in a disorganized environment. We expect you to operationalize things once you see a pattern.

😼

Courage for challenge

Things worth doing are rarely simple. We act out of ambition to build great products, not out of fear of facing challenges while building them.

💎

Demonstrating integrity

We are unafraid to be wrong, back proposals we initially opposed, and like to support decisions with numbers and narrative.

⭐️

Striving for excellence

Mediocre is not a viable compromise for us and are willing to work hard for it.