Customer Success Representative
At a glance
Mid-level Customer Success role at Solera. Den Haag · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Guide new customers, including enterprise accounts, through handover, setup, verification, and first use
- Resolve difficult customer cases by coordinating timely answers with Sales, Product, Engineering, and Operations
- Track onboarding progress and customer health to surface delays, risks, and adoption barriers early
- Keep CRM and ticketing records current with customer contacts, milestones, and outcomes
- Coach junior agents while improving onboarding workflows, documentation, and service standards
What you bring
- You work at vocational or applied-university level and bring several years in Customer Success, Support, or a related role
- You have handled onboarding and complex customer journeys, ideally in technology, SaaS, identity, or security
- You communicate exceptionally well in both Dutch and English, in writing and conversation
- You can work with CRM and ticketing systems while solving problems independently and collaboratively
Who this fits
This role suits someone who can be a senior customer contact, manage complex onboarding, and take ownership of escalations. You will work from The Hague and coordinate closely with several internal teams. The job also fits someone comfortable mentoring junior Customer Success Agents and following security and data-protection requirements.
From the employer
As a Senior Customer Success Agent at Digidentity, you play a critical role in ensuring customer satisfaction, successful onboarding, and long-term customer success. Based in The Hague, Netherlands, you act as a senior point of contact for customers and as a subject-matter expert within the Customer Success team.
You are responsible for supporting and coordinating the onboarding of new (including enterprise) customers, guiding them from contract handover through successful adoption of Digidentity solutions. In addition to handling complex customer enquiries, you proactively identify risks and improvement opportunities, contribute to process optimisation, and support the continuous development of the Customer Success function.
You work closely with Sales, Product, Engineering, and Operations to ensure a smooth and consistent customer journey from onboarding through ongoing support.
Responsibilities
- Provide prompt, professional, and high-quality customer support via phone, email, and chat, handling both standard and complex enquiries.
- Own and support the onboarding of new customers, including enterprise customers, ensuring a structured handover from Sales to Customer Success.
- Act as the primary point of contact during onboarding, guiding customers through setup, verification flows, and initial usage of Digidentity solutions.
- Take ownership of escalated or complex customer cases and coordinate resolution with internal teams to ensure timely outcomes.
- Monitor onboarding progress and customer health indicators, proactively identifying risks, delays, or adoption challenges.
- Maintain accurate and detailed records of customer interactions, onboarding milestones, and outcomes in CRM and ticketing systems.
- Mentor and support junior Customer Success Agents, sharing knowledge, best practices, and product expertise.
- Contribute to the continuous improvement of onboarding processes, internal documentation, and service quality standards.
- Ensure all customer interactions comply with company policies, security requirements, and data protection regulations.
Requirements
Vocational/university of applied sciences (HBO) level of thinking and working.
Several years of experience in Customer Success, Customer Support, or a related role, preferably in a technology, SaaS, or identity/security environment.
Proven experience supporting customer onboarding and managing complex customer journeys.
Excellent written and verbal communication skills in English and Dutch.
Strong analytical and problem-solving skills, with a proactive and ownership-driven mindset.
Ability to work independently while collaborating effectively with cross-functional teams.
Experience working with CRM and ticketing systems.
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