Customer Success Manager in Düsseldorf

• Germany – Düsseldorf (with regular travel to Ghent)
• Job
• Full-time
• About Collect Online

Collect Online is an international, AI-driven order-to-cash player making receivables management smarter through digital innovation.

Through an omnichannel approach email, phone, SMS, self-service our platform combines intelligent automation with human empathy.

We’re active in more than 14 European countries and serve clients across a wide range of sectors: healthcare, energy, telecom, retail and finance.

Once Operations has successfully implemented a client, you as Customer Success Manager become the steady face that maintains the relationship for the long term: you make sure clients keep using the platform, keep growing, and keep coming back.

Your Role

As Customer Success Manager, you're the go-to contact for a portfolio of clients.

You prefer working from the office, alongside your colleagues, but are just as happy to head out and visit clients: you proactively engage with them, build genuine relationships, and spot opportunities and risks before they become a problem.

You work closely with our support team (which handles day-to-day questions and incidents) and our business consultants (who lead the more complex implementation projects).

What you'll do

• Proactive client visits: You plan and carry out regular in-person and digital client visits across your portfolio, as a steady and visible point of contact.
• Building long-term relationships: You build trust through regular contact, check-ins and client visits, and get to know your clients' business inside out.
• Driving retention and growth: You spot renewal and upsell opportunities, flag churn risk early, and take action to retain and grow clients.
• Onboarding lighter-touch clients: For clients with a simpler implementation, you handle the onboarding yourself; more complex projects are taken on by our business consultants.
• Working with support and implementation: You loop in the support team promptly for questions or incidents, and the business consultants for heavier implementations, so the client always ends up with the right person.
• Internal feedback loop: You gather client feedback and work with Product, Support and Implementation to continuously improve our service.
• Reporting & KPIs: You track retention, NPS and platform adoption within your portfolio and report on these.

Who we are looking for

• Must-haves
• You hold a Master's degree.
• 2 to 4 years of experience in a Customer Success, Account Management or similar client-facing role, preferably in a Saa S or B2B environment.
• Excellent communication in Dutch and English; a good command of French and/or German is a strong plus.
• You're a team player who enjoys being in the office, but is just as happy out on the road meeting clients in person; you hold a valid driving licence.
• You combine a proactive, solutions-oriented mindset with strong communication skills.
• You work in a structured way, can prioritise across a portfolio of multiple clients, and are comfortable with CRM and Customer Success tools.
• Nice to have
• Affinity with fintech, credit management or debt collection processes.
• Experience with sensitive client conversations about figures, contracts or outstanding receivables.
• Affinity with AI applications in business processes.

What we offer

• A key role within the Customer Success team of a fast-growing European Saa S scale-up.
• Direct impact: your client relationships help drive the success of clients across 14+ countries.
• A fixed base at our office in Ghent city centre, with a company car for your client visits.
• Autonomy and ownership you own your client portfolio.
• An attractive, market-conform salary package.
• A training budget and room for personal and technical growth.

Ready to Build the Future With Us?

We're always looking for talented people who are passionate about technology, innovation, and creating software that makes a difference.

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