Customer Success Manager NL - Accountancy SaaS at silverfin

Who we are? Silverfin is a cutting-edge cloud software solution built by accountants, for accountants.  Founded in 2013, Silverfin was created to solve the frustrations of manual, error-prone processes in analysing financial data and compliance. From day one, we’ve been a cloud-first platform with an open API architecture, leveraging structured data to transform how accountants work. Our mission is simple: to enhance and support the accountancy profession through AI and automation, ensuring accountants remain relevant and respected in the future of finance. In 2023, Silverfin became part of the Visma Group, joining one of Europe’s leading providers of cloud software. This partnership strengthens our ability to innovate and expand our impact within the accountancy industry. Today, Silverfin is trusted by over 1000+ firms across 19 countries. Our clients include all of the Big 4 accounting firms, as well as leading global networks like BDO, PKF, Baker Tilly, Grant Thornton, and Moore. Headquartered in Ghent, with offices in London, Luxembourg, Gouda (NL), and a 2nd office in South of Belgium (Mont-Saint-Guibert), we’re a team of over 200 people - including a diverse remote engineering team working across multiple time zones - all working together to drive innovation in accounting. How would you support our success? As a Customer Success Manager (CSM) for the Netherlands, your primary focus is to make our customers successful in how they run their accountancy processes on Silverfin. You build deep, trusted relationships with our key Dutch accounts – accounting firms – and guide them through onboarding, process transformation and long‑term adoption. Your success is measured by how effectively customers embed Silverfin in their way of working and the tangible value they realise, not by commercial quota. You leverage your accountancy background and process knowledge to understand how firms work today, where the inefficiencies are, and how Silverfin can support better workflows, quality and collaboration. You help customers translate their existing processes into scalable, technology‑enabled ways of working on our platform. Commercial activities (such as renewals or expansions) may be involved, but are supportive to your core mission of customer success, value realisation and scalable growth, not the centre of your role. You also act as the voice of the Dutch customer within Silverfin, ensuring that their needs and insights inform our product roadmap, implementation approaches and overall way of working. Your Responsibilities • Act as the main point of contact for Dutch customers and build strong long-term relationships focused on customer value and adoption • Lead onboarding journeys for new customers, from kick-off through to go-live and ongoing adoption • Understand customer processes and help translate them into effective workflows within Silverfin • Deliver onboarding sessions, training, and workshops for different user groups, both remotely and on-site • Support customers through change and adoption initiatives to help maximise engagement and long-term usage • Monitor customer usage and proactively provide guidance and recommendations to improve adoption and customer outcomes • Help customers expand from basic usage to more advanced and scalable ways of working • Contribute to the development of onboarding materials, templates, and internal best practices to help scale the Dutch Customer Success function • Collaborate closely with Product, Business Solutions, Support, Sales, and Marketing to ensure customer needs and feedback are reflected internally • Support the identification of customer opportunities, risks, and overall customer health through ongoing engagement and usage insights What will support your success? • Strong understanding of Dutch accountancy practices, legislation, and workflows, gained through either professional experience or relevant accounting studies. • Experience in an accountancy environment or within the accounting/fintech industry would be a strong advantage • Experience in customer-facing roles such as onboarding, implementation, consulting, customer success, or account management is desirable • Passion for technology and improving the way accountancy firms work • Committed to adopting AI and automation as a core part of Customer Success workflows • Excellent communication and interpersonal skills, with the ability to build strong customer relationships • Strong organisation, project management, and time-management skills • Comfortable facilitating onboarding, training sessions, and customer workshops • Ability to guide customers through change and support successful adoption • Customer-focused with a proactive and hands-on mindset • Curious, adaptable, and eager to learn • Collaborative team player with a strong sense of ownership • Fluency in Dutch and English is essential We Care For You • 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. Our offices in Belgium (Ghent and Mont-Saint-Guibert), the UK (London), the Netherlands (Gouda), and Luxembourg provide great spaces to collaborate and connect. How we work At Silverfin, we're an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We're committed to elevating talent by creating an environment where we can all thrive together. We have a unique culture with our values ​​as the backbone: Who we are - Authentically human How we think - With a growth mindset How we act - Bravely,  side by side How we win - By doing what we love At Silverfin we make our own way. We are constantly looking for new and innovative ways to move forward. Continuous learning and development is encouraged to support your personal and professional growth.  At the same time, this opens up many new opportunities that allow our people to grow with Silverfin, and often faster than with other companies. So many ambitious team members have already found their way to a new challenge within Silverfin. We want you to reach your full potential. To get you there, we don't want to think in boxes and over-structure things. So your options are not limited to 1 team or 1 career track. Your talent, motivation and potential play a crucial role in evolving across the teams into new roles.