Customer Success Manager

Will you help build the success of our largest customers? As a Customer Success Manager (CSM), you are the ultimate strategic partner for our main contractors in the Netherlands. From the very first onboarding to deep adoption within their project teams: you ensure they extract maximum value from the 12Build platform. You guard retention, celebrate successes, and flawlessly spot commercial opportunities for account expansion. A broad, challenging role where you are at the helm of customer happiness and growth from A to Z!

Key responsibilities

• Onboarding & Adoption: Guiding new main contractors at the start, ensuring teams learn how to collaborate optimally within modules such as Tender Management and Bid Management.

• Relationship Management & Retention: Proactively monitoring platform usage, as well as identifying and minimizing churn risks.

• Quarterly Business Reviews (QBRs): Preparing and leading strategic evaluations. For Enterprise clients, you will deliver up to four business reviews per year, including analyzing cross-license reporting and project statistics.

• Expansion: Identifying commercial opportunities, such as license upgrades or advising on advanced API connections and custom integrations.

• Dedicated CSM: Functioning as the fixed, central point of contact for our strategic relationships.

Sven’s tip for new 12Builders:

“Finding your own style and using it to inspire your colleagues is strongly encouraged!”

Who is 12Build?

With a healthy dose of Drive, Openness and Happiness, we are building a transparent construction sector. We are not only a SaaS platform that connects construction companies and promotes collaboration, we are also the market leader in the Netherlands. We have been around for almost twenty years and we are still growing. Our team now consists of more than 90 colleagues, working together from two offices and various home offices throughout Europe. A large part of the construction world in the Benelux, Germany and Denmark already works on our platform and uses our software on a daily basis. And we have the ambition to conquer the whole of Europe!

What do we expect from you?

• You already have significant mileage under your belt as a CSM in a B2B SaaS environment. If you also have an affinity for or experience in the construction industry, that’s a major plus!

• Commercial & Analytical Mindset: You love data, but you love what you can do with it even more. You effortlessly translate numbers into rock-solid strategic advice and commercial opportunities.

• Communication Talent: You speak and write flawless Dutch. You know how to explain complex matters simply and get people on board quickly.

• Presentation Skills: Whether you are sitting down with a project team or presenting at management and executive board level (for instance, during strategic QBRs): you stand your ground with absolute confidence.

What do we offer you?

• A starting salary between €4,600 and €5,200, based on a senior job level.

• A lease car with a budget of +- €900 per month and a phone.

• Lease a Bike with a €10 monthly employer contribution.

• You choose your own hardware. Windows, Mac, Linux: anything is possible.

• The option to work both at home and at the office. You will receive a home working allowance for the days you work from home (€75 net per month if you work from home full-time).

• If you work at the office, you can leave your lunch box at home; we provide a free lunch every day.

• Working in an organisation where culture really is number one. Read here how we do that.

• No towering hierarchical layers. Just a flat organisation with short lines of communication, which makes things easy.

You've taken the time to read this text all the way through. That says it all, right? So feel free to apply!

Do you have any questions or are you still a little unsure? No problem! Feel free to send an email to Leonie from HR (l.vanmook@12Build.com).

See you soon!