SMB Customer Success Manager

About the Role

As an SMB Customer Success Manager at DataSnipper, you’ll bring something most CSMs simply don’t have - a deep understanding of the audit world. Your background in audit or accounting isn’t just relevant here; it’s the foundation of everything you’ll do. You’ll speak your customers’ language, understand their pressures, and know firsthand what it means to navigate complex financial workflows and tight deadlines.

In this role, you’ll move from doing the audit work to transforming how it’s done - partnering with audit and finance teams across global organizations to help them unlock the full power of AI-driven automation. You’ll guide them through digital transformation journeys, champion smarter ways of working, and become a trusted strategic advisor at the heart of global capital markets. Several members of our CS team made this exact switch from audit - and it’s one of the reasons our customer relationships run so deep.

If you’ve ever sat on the audit side thinking “there has to be a better way” - this is your chance to be the person who delivers it.

About DataSnipper

Audit and finance are still massively manual and we are changing that. DataSnipper is a $1B, bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms.

Now, we are taking things further with our Excel Agent, bringing AI directly into where the work actually happens. Unlike generic AI tools, we do not sit on the sidelines. Our AI operates inside Excel, with access to real documents and audit evidence, meaning it does not just generate answers, it does the work, with full traceability.

We are not just applying AI, we are redefining how audit gets done. If you want to build something category-defining at scale, this is the place.

What You Will Do

• Onboarding and activation at scale: Get new audit and finance customers set up fast, drive early wins, and reduce time-to-value - you’ll know exactly what “hitting the ground running” means in their world.

• Drive adoption and value realisation: Use your audit lens to spot where customers aren’t yet realising ROI, and guide them toward real behavioural change with the right nudges - tips, training, and tailored workflows.

• Run digital programmes: Build automated journeys (email/in-app/CRM sequences), webinars, office hours, guides, and self-serve resources.

• Customer comms and enablement: Segment customers and run targeted messaging and campaigns across feature launches, best practice sharing, and renewal preparation.

• Proactive risk management: Identify churn risk through data signals - usage drops, low engagement, support trends - and act before it becomes a problem. Think of it as your risk radar, just pointed at customer health instead of financial statements.

• Partner with Sales, AM and Renewals: Tee up expansion opportunities and support renewals with full context on customer health, adoption, and value realised.

• Voice of the customer internally: Share customer themes and insights with Product, Support, and Marketing to continuously improve our product and programmes.

What You Bring

• Audit Background: Hands-on experience in external or internal audit, or assurance. You understand audit workflows, terminology, and the pain points our customers face day to day. This is a must-have.

• Customer Experience: 2+ years in onboarding, account management, or customer success, ideally in SaaS.

• Strong Communication Skills: Ability to explain complex technical concepts clearly to both technical and non-technical audiences, creating documentation, training materials, and enabling resources.

• Process Improvement Mindset: Expertise in identifying inefficiencies, analysing workflows, and implementing scalable process improvements that enhance customer experience and operational efficiency.

• Product Knowledge: Ability to quickly learn and communicate product features and best practices to customers.

• Collaboration: Proven track record of working cross-functionally with Renewal Managers and internal teams.

• Discovery Skills: Skilled at uncovering customer challenges through analysis of data, active listening, and consultative questioning.

• Project Management: Capable of managing onboarding timelines, success plans, and multiple customer priorities simultaneously.

• Analytical Mindset: Comfortable using data to identify risks, measure engagement, and inform decisions.

• Customer-Centric Approach: Empathetic, proactive, and focused on driving adoption and long-term success.

What We Offer

• Be part of one of the fastest-growing, profitable unicorn scale-ups in the Netherlands with a global impact.

• Equity (Stock Appreciation Rights) to share in the company’s success and growth.

• Pension plan with a 6% contribution on top of your base salary.

• 28 vacation days per year (full-time) to support your work-life balance.

• Hybrid work model with at least 3 days onsite in our dynamic Amsterdam office.

• Daily, freshly prepared lunches by our in-house chef to keep you energised.

• NS business card for easy commuting to the office.

• A structured onboarding programme designed to set you up for success, including dedicated time to learn our product and customers before you hit the ground running.

• Access to continuous learning and development initiatives to grow your skills.

• Engage with a vibrant international team spread across five global offices.

• Company-wide events like DataSnipper GO, where global teams come together.

• Access to OpenUp, a mental health and wellness platform supporting your wellbeing.

Recruitment Process

• Recruiter Screen (30 minutes, online)

• Hiring Manager Interview (30 minutes, online)

• Assessment Interview (1 hour, on-site)

• Final Interview (30 minutes, online)

Your audit expertise has given you a rare perspective - now use it to change how the industry works. If you’re ready to step into a role where that knowledge becomes your biggest asset, we’d love to meet you.

Apply now and let’s explore how you can make an impact at DataSnipper.