SENIOR CUSTOMER SUCCESS MANAGER (ITALIAN SPEAKING)

Commercial
Written By Kumiko Aoki

TRACT BV – Amsterdam, Netherlands (Hybrid)

At TRACT, we are transforming the Agriculture and Food supply chains towards a sustainable future. Our mission? To simplify sustainability data management and to create a common language for measuring sustainability across the Ag & Food industry. With our one-stop insights platform, we empower organizations to focus their resources on making a real impact while driving positive change in the industry.

About the Team

We’re a diverse and passionate team of about 40, committed to creating a sustainable impact and technological innovation. We believe in the power of collaboration and leverage our collective expertise to tackle complex challenges and drive meaningful change. Our cultural heartbeat & business decisions are shaped by our core values: ‘Accept the challenge’, ‘Commit to learn’, ‘Authentic & accountable’, ‘Make momentum’ & ‘Simply & ship’. These ensure that every team member can thrive and make a difference.

About the Role

We are seeking a proactive and results-driven Customer Success Manager (CSM) to join our growing team at TRACT. The CSM will play a key role in ensuring our customers achieve their desired outcomes and continuously derive value from our platform. While onboarding is managed by a dedicated technical support team, the CSM will focus on overseeing the onboarding process, building relationships, driving product adoption, minimizing churn, and ensuring long-term customer satisfaction and success.

Key Responsibilities

  • Customer Relationship Management: Develop and nurture strong relationships with assigned customers, serving as their primary point of contact post sales hand off. Conduct regular check-ins, quarterly business reviews (QBRs), and strategic discussions to understand customer needs and goals.

  • Product Adoption and Engagement: Partner with customers to drive product adoption and ensure they are fully leveraging the platform’s features and capabilities. Identify opportunities for upselling or cross-selling relevant features or services.

  • Proactive Support and Problem Solving: Monitor customer health metrics and address risks proactively to ensure high retention rates. Collaborate with internal teams to resolve customer issues, ensuring a seamless customer experience.

  • Advocacy and Feedback: Act as the voice of the customer within the organization, providing feedback to product, support, sales, and marketing teams. Champion customer needs and advocate for enhancements or new features based on customer feedback.

  • Renewals and Retention: Lead the renewal process, ensuring customer satisfaction and alignment with their evolving needs. Identify possible at-risk accounts early and develop tailored strategies to re-engage them.

 

About you

  • 7+ years of experience in customer success, account management, or a related role within a SaaS company.

  • Exceptional communication and relationship-building skills.

  • Strong analytical skills with the ability to interpret data and develop actionable plans.

  • Proven ability to manage multiple accounts and priorities simultaneously.

  • Proactive and solution-oriented mindset.

  • Familiarity with customer success tools and CRM platforms (Salesforce or similar).

  • Fluent in English & Italian (German is a plus)

  • Background in traceability and/or supply chains a plus.

 

What we offer

  • A unique opportunity to work on a fast-growing platform that enables our customers to create a positive impact in Ag & Food sustainability

  • Full ownership and autonomy in your work, with encouragement for development beyond your area of expertise

  • Close collaboration in a team of +- 40 highly diverse, motivated, and talented colleagues

  • Competitive compensation package & bonus plan

  • Company pension

  • 25 paid holidays + 2 diversity days + public holidays

  • Swapping 3 Dutch public holidays for other recognized festive days

  • Hybrid working: minimum of 3 office days per week

  • Commuting allowance: 0.23 cent per km (tax free) capped at 20 km single commute.

  • Remote working: 2 weeks per year

  • Laptop, phone and home office equipment

  • Opportunities for learning and development

  • Above statutory leave for maternity, paternity, adoption & other life events

  • Frequent lunch & learns inc. sharing our many different food cultures

  • Office located near Sloterdijk in Amsterdam

Are you interested to ‘Accept the Challenge’? Join us at TRACT to make a positive impact, apply now!

Kumiko Aoki
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