Hybrid Customer Success Manager

at Silverfin

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Luxembourg

About the role

• Customer Success Manager ensuring customer value at Silverfin, a leading cloud software solution provider. Building customer relationships and driving adoption in a dynamic environment.

Responsibilities

• Driving customer success and growth: Develop and implement customer success strategies that drive adoption, satisfaction, and retention among our largest customers.
• Contributing to cross-functional initiatives: Contribute to project-based topics related to marketing and product on an ad-hoc basis.
• Championing the voice of the customer: Communicate customer needs, challenges, and successes to internal teams, working closely with Product to share feedback and with Marketing to help create impactful customer-facing content.
• Building scalable processes: Identify trends, develop best practices, and help establish scalable processes.
• Deliver measurable value to your customers: Your portfolio of large and strategic accounts consistently achieves high product adoption, strong satisfaction/health scores, and renewals in line with company goals.
• Act as a trusted advisor: Customers see you as a partner who understands their business, proactively identifies opportunities, and helps them realise measurable outcomes through Silverfin.
• Contribute to key initiatives: You take ownership of project-based or domain-specific topics (e.g. Personal Income Tax) that enhance our processes, knowledge base, or customer experience.
• Strengthen internal collaboration: You’re a reliable link between Customer Success, Product, and other teams, ensuring customer insights directly influence product improvements and go-to-market strategies.
• Champion scalable success: You identify trends, propose improvements, and help implement playbooks or tools that make the CSM function more efficient and impactful.
• Lead with accountability and autonomy: You take ownership of outcomes, manage your priorities effectively, and deliver results without constant direction.
• Contribute to our culture: You embody a growth mindset, support your peers, and help foster a team environment built on trust, curiosity, and continuous improvement.

Requirements

• Bachelor’s or Master’s degree in Business Administration, Finance, Accounting, Information Systems, or a related field.
• Minimum 2 years of professional experience, preferably in Customer Success, Account Management, Consulting, or Implementation within a SaaS environment (strong asset).
• Experience working with B2B clients, ideally within professional services, accounting, finance, or fintech ecosystems.
• Proven ability to manage a portfolio of customers and support them throughout their lifecycle (onboarding, adoption, expansion, renewal).
• Experience with CRM and customer success tools (e.g. Salesforce, Planhat, HubSpot, Gainsight or similar) is a plus.
• Experience in project coordination or product implementation is considered an advantage.
• Strong customer relationship management and stakeholder engagement skills.
• Ability to understand customer workflows and business challenges, and translate them into product usage and value.
• Solid communication and presentation skills, both written and verbal.
• Ability to drive product adoption and customer engagement, including training sessions, demonstrations, and follow-ups.
• Good understanding of SaaS business models (subscription, renewals, upsell/expansion, adoption metrics).
• Strong problem-solving and analytical skills to diagnose issues and coordinate solutions with internal teams.
• Ability to prioritise and manage multiple customers/projects simultaneously.
• Comfortable working in a multilingual and international environment, typical of the Luxembourg market.
• Basic understanding of accounting, financial reporting, or fintech solutions is a plus.
• Fluency in English and French. Fluency in German isn’t a hard requirement but could be a big plus.
• Customer-first mindset with a genuine desire to help clients succeed.
• Proactive and solution-oriented, able to anticipate customer needs.
• Structured and organised, capable of managing multiple priorities.
• Curious and eager to learn, especially about technology, SaaS platforms, and customer workflows.
• Collaborative team player, able to work closely with sales, product, and support teams.
• Resilient and adaptable in a fast-growing and evolving environment.
• Strong sense of ownership and accountability for customer outcomes.
• Comfortable with change, feedback, and continuous improvements.

Benefits

• Be part of something bigger - Join a growing SaaS company that’s now proudly part of Visma, Europe’s leader in mission-critical cloud software.
• A connected team, wherever you are - Take part in regular team activities, retreats, and offsites to keep our culture thriving.
• Grow with us - Take advantage of career development opportunities and a personal training allowance to support your growth.
• Time to recharge - Enjoy our company-wide Wellbeing Days off each month (reviewed annually).
• Fair compensation - Receive a competitive rewards package with benefits tailored to your role.
• Flexibility with connection - We have a hybrid setup, with a minimum of two days a week in the office. However, we understand that life can be unpredictable, so we offer flexibility to accommodate unexpected events.