Senior Customer Success Manager

WE'RE ALTURA, AN AMBITIOUS AI SAAS STARTUP! We help organisations win large, multi-stakeholder tenders and RFPs. Altura turns bid management from a tactical bottleneck into a strategic capability, so commercial teams can pursue the right deals faster, respond with confidence, and compound the knowledge they build with every bid. Our platform runs on AI workflows purpose-built for bid management, paired with in-platform collaboration and enterprise-grade foundations. We're building the category, not catching up to it. With fresh funding, big ambitions, and a fast-growing team, we're just getting started. If you value innovation, thrive in collaboration, and want to make real impact, we'd love to have you on board. Let's work together! THE OPPORTUNITY Europe’s governments spend €2 trillion a year through 700,000+ public tenders, and in the private sector, RFPs account for roughly 40% of B2B enterprise revenue, with the average bid team defending nine figures in annual revenue across ~150 responses a year. The companies competing for that money still run their bid process manually, over email, and without automation built on institutional knowledge. We’re building the AI bid management category that changes that. The time for growth is now. We have recently rebuilt our entire product from scratch and revamped our GTM process, both of which are now fully AI-native. A NOTE FROM ITEKE, VP REVENUE https://www.linkedin.com/in/itekekoster/ Hi, I’m Iteke, the new VP Revenue at Altura, and I’m looking for a Senior Customer Success Manager to join our team. If I were a CSM considering Altura today, here’s what would excite me. First, the moment we’re in. Our customers have just moved to our new, AI-native platform, which we’re confident is the best option on the market. They’re well-known, established organisations figuring out how to bring AI into their bid processes in a way that genuinely works, and Altura is how they get there. Guiding them through that change, and helping them build a process that reinvents how they’ve always worked, is a really rewarding journey to be part of. Second, the room to build. There’s still a lot of blank space in customer success here. That means creating the playbooks that help us build stronger relationships, steer confidently towards renewal, and spot the cross-sell and upsell opportunities where you’ll see your impact directly. So I’m looking for someone with a proven track record in customer success who’s excited to bring their best practices and turn them into playbooks within the tools we use, including the best AI tooling, HubSpot, Gong and Impact Pilot. Together, we’ll build the ways of working that help us serve our customers even better. If that sounds exciting to you, we’d love to meet. Iteke THE ROLE We’re hiring a Senior Customer Success Manager to look after our enterprise customers. You’ll own these relationships from start to finish: learning how each bid team works, what they need from Altura, and where we can help them do more. When a customer grows with us, it’ll be because you spotted the opportunity and made the case for it. There’s a big project waiting for you. We’re launching a new platform, rebuilt on a stronger technical foundation and with many new features. You’ll move our customers onto it, help their teams take it up in their daily work, and bring what you hear back to our product team, so real use shapes what we build next. Migrations are rarely smooth. This takes patience, clear communication, and the ability to keep a customer’s trust when things don’t go to plan. You’ll work closely with our sales, product and engineering teams to make sure customers get what they came to Altura for. If you enjoy building long-term relationships and want a real say in how a product develops, we’d love to hear from you. RESPONSIBILITIES - Customer Engagement: Build and maintain strong relationships with enterprise customers, acting as the main point of contact after the sales handover. - Needs Analysis: Conduct detailed analyses to understand customer goals and tailor our solutions to their specific needs. - Quarterly Business Reviews: Run regular QBRs with key stakeholders to review adoption, results and ROI, align on priorities for the next quarter, and agree on clear next steps. - Account Growth: Identify upsell opportunities and collaborate with Sales and Product teams to drive revenue growth within existing accounts. - Customer Advocacy: Promote customer satisfaction through proactive support and problem-solving, with a focus on maximising customer value and success. - Help build the playbook: Experiment, use AI tools, and work closely with the Customer Success and Sales teams to improve our process and help prepare our ways of working for the next level of scale. - Product Knowledge: Develop deep knowledge of our products and stay up to date with improvements to communicate value effectively. - Feedback Loop: Serve as a bridge for customer feedback and share insights with the product development team to drive continuous improvement. YOU HAVE: - At least 2 years of experience in Customer Success. - 4+ relevant commercial roles, preferably in a SaaS scaleup environment. - A proven track record managing several stakeholders within your accounts and driving customer success. - Excellent communication, interpersonal, and presentation skills in both Dutch and English. - Ability to collaborate effectively with cross-functional teams. - Results-driven, with a focus on exceeding customer expectations. - Be at the forefront of adopting AI in your work. YOU SHOULD APPLY IF: - You thrive in high-impact roles. If you enjoy building scalable processes and seeing the tangible results of your work, this role is for you. - You take ownership. At Altura, you’ll have the freedom to make key decisions, lead projects, and try new ideas. If you excel in creative, self-directed environments — we want to hear from you! - You’re passionate about innovation. We tackle unique challenges every day. If you’re excited about solving relevant, real-world problems, you’ll fit right in. YOU SHOULDN’T APPLY IF: - You prefer strictly defined roles. Roles at Altura are dynamic and require flexibility, wearing multiple hats, and a strategic mindset to make an impact. - You need a lot of guidance. Success at Altura requires initiative and solving problems without constant direction. If you prefer clearly mapped processes and detailed guidance, this might not be the right fit. - You’re afraid to make mistakes. We believe in learning through experimentation. If you’re hesitant to take risks or test new ideas, this may not be the place for you. PERKS - Work: Join an AI-powered SaaS startup scaling into a scale-up. - Time: 40 hours per week ⏱️ - Compensation: Competitive salary and Virtual Stock Units (VSUs). - Time Off: 26 vacation days 🏖️ - Tech: Access to all tools and tech stack you need 🛠️ - Flexibility: We typically work from the office two days per week, but you’re free to choose how and where you work best. Prefer Friday afternoons off and catching up on Sunday? No problem — as long as the results are there, we trust you to manage your time 🔄 - Fun: Race around the go-kart track or beat your teammates at bowling during team events — no pressure to join, but always welcome 🏎️ - Development: Budget for courses and learning of your choice - MacBook: 💻 - Hybrid model: Work from our Amsterdam office 2 days a week 🏫 HIRING PROCESS 1. Intro Call – Our Talent Acquisition Lead will contact you for an initial call if your experience aligns with the role. Ask anything! 2. Hiring Manager Interview – You’ll discuss the role and your experience with the Hiring Manager. 3. A Day at Altura – 1. You’ll prepare and present a case study to our teams. 2. After the interview, you’ll meet with another CSM 1:1 for a peer-to-peer chat. 4. Final Interview – You’ll have a closing conversation with Altura’s CEO.