Alkmaar, North Holland, Netherlands
I’m passionate about helping businesses get the most out of technology. As Director of Customer Success at Betty Blocks, I work closely with customers to ensure they achieve real, lasting value with our product. For me, success isn’t just about adoption, it’s about enabling teams to build solutions that truly make a difference. With a background in customer success, project management, and sales, I’ve always been drawn to the intersection of technology and people. I enjoy working with organizations to understand their challenges, align on strategic goals, and support them in turning ideas into reality. Whether it’s through guidance, problem-solving, or just being a reliable partner, I believe that strong relationships are key to long-term success.
As the Director of Customer Success, I lead the strategic vision and execution of our customer success initiatives, ensuring that our customers achieve exceptional outcomes with the Betty Blocks platform. I am responsible for driving customer-centric strategies that promote adoption, retention, growth, and overall satisfaction across our diverse customer base. I manage a team of 5 Customer Success professionals, focusing on coaching, development, and team performance. - Strategic Leadership: Define and execute the overall strategy for Customer Success, ensuring alignment with company objectives and customer needs. Act as the primary advocate for the customer voice within Betty Blocks, influencing company-wide decisions and priorities. - Team Development and Leadership: Build, mentor, and inspire a high-performing Customer Success team of 5 professionals. Establish clear goals, expectations, and professional development opportunities for team members. - Customer Engagement: Foster strong relationships with key stakeholders, ensuring deep understanding of customer goals, challenges, and success metrics. Develop and oversee initiatives that ensure high levels of platform adoption, satisfaction, and advocacy. - Cross-Functional Collaboration: Partner with Marketing, Sales, Product, Professional Services, and Support to deliver a cohesive and seamless customer experience. Drive internal alignment on customer-centric approaches and best practices. - Customer-Centric Culture: Champion a company-wide focus on customer outcomes, fostering a culture of empathy, value creation, and long-term partnership. - Metrics and Reporting: Define and track KPIs to measure customer success, team performance, and the effectiveness of initiatives. Monthly reporting on progress, insights, and recommendations to executive leadership.
As a Customer Success Manager, I was responsible for driving platform adoption and maximizing value for a diverse portfolio of customers, ranging from SMB to strategic Enterprise accounts. - Gained a deep understanding of each customer’s organization, challenges, and needs to set clear, actionable goals. - Developed and managed a tailored Customer Success plan to guide customers toward these goals. - Supported customers in building the skills and knowledge necessary to overcome challenges and drive forward progress. - Built strong, transparent relationships with customers, fostering trust and open communication. - Measured progress against key value metrics to ensure alignment with customer objectives. - Translated customer success into new commercial opportunities by identifying areas for further growth and collaboration. Team Lead Promotion & Strategic Initiatives: After one year, I transitioned into a Team Lead role, managing a team of 3 while overseeing a portfolio of SMB and Enterprise (VIP) accounts. During this time, I designed and implemented: - Team Leadership: Coordinated daily operations, ensuring team alignment and professional development. - Customer Success Program: Developed a segmented framework with playbooks (1:1, 1:many) and lifecycle cadences. - Health & Churn Models: Built data-driven scoring models to assess customer health and mitigate churn risks. - Customer Experience: Enhanced cross-departmental touchpoints for a seamless customer journey. - Content Creation: Produced engaging content to drive platform innovation and customer inspiration.
As a Delivery Manager, I guided and trained customers from onboarding through to a scalable, self-sufficient application development program (Citizen Development), focusing on helping them achieve their objectives with the right mix of Betty Blocks platform use, skilled resources, professional services and Software Development Life Cycle (SDLC) best practices. - Conducted SDLC analysis to identify gaps and devised strategies to address them. - Provided expert guidance on SDLC best practices. - Created customized onboarding plans to drive early success. - Oversaw the delivery of professional services by tracking customer satisfaction, progress toward achieving objectives, and addressing any issues or escalations. - Streamlined project processes to align with Betty Blocks’ platform policies and ensure customer success. - Coached Project Managers on their roles and personal growth. - Documented lessons learned from each project for ongoing improvement.
- Managed projects to keep the MSP program efficient and cost-effective, focusing on faster hiring processes and lower costs. This included overseeing every step of the project cycle, from planning to completion, using SAP Fieldglass to automate hiring, onboarding, invoicing, and reporting for all temporary staffing needs. - Built strong relationships with stakeholders, sponsors, and hiring managers, staying in tune with their needs and finding ways to continually improve the service. - Engaged and managed suppliers, handling contract negotiations to bring in new preferred suppliers and motivating current ones to provide the best talent and services at competitive rates for customer savings. - Supported recruitment efforts by helping hiring managers write appealing job postings and releasing them through the VMS, managing candidate submissions, and negotiating rates to find the best fit. - Guided hiring managers on SOWs for outsourced projects, setting up project agreements that align with the overall contract terms and designing the right invoicing structure—whether Time & Material, Fixed Fee, or Milestone-based.
- Led the MSP program for Sanoma Technology, making sure the process ran smoothly and met their goals. This included being the go-to problem solver for any escalations between Sanoma and its suppliers. - Prepared and led Quarterly Business Reviews with Sanoma’s main sponsors and stakeholders. - Analyzed and presented key metrics on spending, cost savings, KPIs, and SLAs to provide clear insights for Sanoma. - Launched and managed the second phase of the program expansion to new Sanoma business units, overseeing every stage from planning to wrap-up. - Guided change management with key stakeholders and hiring managers, helping them understand and adapt to the MSP process, addressing concerns and highlighting the program's benefits.
- Created the annual budget forecast, covering new sales, margin, costs, staffing, and expected results. - Developed the yearly branch activity plan with a clear vision, strategy, and roadmap to hit forecasted goals, and managed its day-to-day execution. - Supported and guided (Senior) Recruitment Consultants in their roles, helping them grow and reach their personal and professional goals. - Led a full performance cycle for the team, from setting goals and coaching to reviewing competencies and assessing progress. - Drove strategic commercial initiatives to expand our market reach, gain insights into competitors, and identify new recruitment and client prospects. - Ensured compliance with regulations by keeping accurate records on labor laws, collective agreements, and absentee management. Special Projects: - Organized workshops for Branch Managers (based on my thesis) to help them better support the development of their Recruitment Consultants. - Participated in HR project groups: >Career Network: mapped out growth paths for different roles. >Performance Management: refined our approach to reviews and documentation. >Compensation & Benefits: helped design a more comprehensive benefits package for employees.
- Managed relationships with our top client, ensuring they got the best service and support. - Created quotes and renewals for new and existing clients, handling pricing strategies and negotiating terms. - Led annual price reviews and adjustments with clients. - Researched the market to find and target potential new clients. - Oversaw payments to keep everything on track with agreed payment terms. - Trained and supported new Recruitment Consultants, helping them settle in and succeed. - Coordinated daily tasks with Recruitment Consultants to keep things running smoothly. - Reported to the Branch Manager and covered their responsibilities when needed. - Organized CSR projects, like job application workshops at schools, career coaching for students, and helping young job seekers prepare for the workforce.
- Searched for and pre-screened job candidates, finding great matches for open roles. - Matched candidates to job openings by learning clients' needs, interviewing candidates, and guiding them through their interview prep. - Kept a steady flow of new job openings to boost the branch’s market share, including cold calls, visits to prospects, and solid account management with current clients. - Advised clients on HR solutions that could improve their teams and help their business grow. Supported flex workers with HR advice—answering questions on contracts, pay, and labor laws. Acted as a case manager if they needed guidance during sick leave, and did performance reviews for workers assigned to client companies. - Handled HR administration, like drafting contracts, registering sick leave, creating reports for clients and headquarters, and handling weekly pay for flex workers.
- Hit sales targets by connecting with customers and recommending the right products, accessories, and warranty options to fit their needs. - Set up product displays that were eye-catching and inviting, making sure everything looked its best to attract customers. - Handled in-home installations and fixed technical issues on-site, making sure customers felt confident and satisfied with their new products. - Resolved customer complaints by listening, solving issues quickly, and following up to keep them happy and coming back. - Trained new team members on product details and sales tips, helping them get comfortable and succeed in their roles from day one.