Customer Success & Support Lead
At Plauti, we help organizations improve the quality and reliability of their CRM data. Our solutions help customers prevent duplicates, clean up existing records, and build stronger data foundations across their CRM landscape. Clean, trusted data is essential for teams across sales, marketing, operations, and customer management — and that’s where we make a real difference.
As Customer Success & Support Lead, you will lead the team responsible for customer success, support, and long-term customer value realization. This is a leadership role focused on driving team performance, operational excellence, and customer outcomes at scale.
You will not manage your own customer portfolio. Instead, you will lead the Customer Success & Support function: coaching the team, acting as an escalation point, improving processes, and helping shape the customer experience from both a strategic and operational perspective.
You understand that strong Customer Success goes beyond relationships alone. You know how to use customer data, KPIs, team metrics, and operational insights to identify risks, improve performance, strengthen retention, and drive measurable business impact.
You will work closely with leadership and partner cross-functionally with Sales, Product, and other teams to improve alignment, customer experience, and long-term growth.
Why Plauti
Plauti is a growing SaaS company with an international customer base and a clear mission: helping organizations build cleaner, more reliable CRM data. Our solutions solve real operational problems and create meaningful impact for customers every day.
We’re entering an exciting new phase of growth, backed by strong long-term investment and international ambition. That means continued investment in our product, people, and global expansion.
At Plauti, you’ll join a diverse team representing more than 20 nationalities. Different perspectives, experiences, and ideas help us collaborate better, innovate faster, and serve our global customers more effectively.
You’ll find the energy of a scaling SaaS company combined with a collaborative, no-nonsense culture, short communication lines, and real room for ownership and impact.
Responsibilities
As Customer Success & Support Lead, you will own the performance, development, and direction of the Customer Success & Support function.
You will:
> Lead, coach, and develop the Customer Success & Support team
> Drive team performance across customer satisfaction, adoption, retention, responsiveness, and service quality
> Act as the primary escalation point for complex or high-impact customer situations
> Bring structure, prioritization, and operational clarity to a fast-moving environment
> Monitor and improve KPIs, workflows, team effectiveness, and operational processes
> Use a data-driven approach to identify customer risks, performance gaps, and improvement opportunities
> Partner closely with Sales, Product, and leadership to strengthen alignment and improve the customer journey
> Build a high-performing environment where the team can grow, take ownership, and consistently deliver strong customer outcomes
> Help scale and professionalize the Customer Success & Support organization as Plauti continues to grow
We welcome your application and value diversity within our team in all aspects, your background and experience are invaluable to our team. We can only consider applicants with a valid residence permit to work in the Netherlands.
What we’re looking for
- You are someone who:
- Has experience leading Customer Success and/or Support teams
- Knows how to coach people, improve performance, and build scalable ways of working
- Is comfortable handling escalations and making decisions in high-pressure customer situations
- Brings structure, ownership, and clarity in dynamic environments
- Understands the bigger picture of customer adoption, retention, expansion, and long-term customer value
- Takes a data-driven approach and knows how to turn KPIs, customer signals, and performance metrics into action
- s fluent in Dutch and English, written and spoken
Success in this role means building a strong, structured, and scalable Customer Success & Support organization that creates real impact for both our customers and Plauti.
In your first months, the focus will be on getting to know the team, our customers, internal workflows, and the challenges we face today. At the same time, you’ll establish yourself as a trusted leader, a go-to escalation point, and someone who brings clarity, structure, and calm to the team.
As you grow into the role, success means creating an environment where the team feels ownership and accountability, customer challenges are handled quickly and effectively, and collaboration across departments becomes stronger and smoother.
You’ll help improve the way we work, bring more structure and scalability into Customer Success & Support, and contribute to better results across customer satisfaction, retention, responsiveness, and overall operational performance.
Most importantly, success means helping our customers get long-term value from Plauti’s solutions and making sure they truly feel supported throughout their journey with us.
What you can expect
- A key leadership role in a growing international SaaS company
- Strong backing and long-term growth ambition
- A diverse and collaborative environment where different perspectives matter
- Flexibility when it comes to workplace and working hours.
- Real influence on customer experience, team development, and operational performance
- Think regular fun moments with colleagues, office drinks, team gatherings, and business events — combined with a great lunch spread in the office every day, fully taken care of and ready for everyone to enjoy.
We aim for our recruitment experience to be fast (around 3 weeks), enjoyable, and fruitful - for both sides.
You like what you read but you have questions before deciding to move forward? I got you! Happy to clarify any doubts, so you can make a good decision, whichever that is. If you are not ready to apply yet, email me your questions: hasret.seker@plauti.com. If you are ready, talk to you soon!
A kind request: While we appreciate the efforts of agencies and recruiters, we manage our recruitment process fully in-house. We kindly ask you not to contact us regarding this role, as we will not respond to emails, calls, or other inquiries from external partners. Thank you for your understanding!
Apply now!
Do you want to join us as our new Customer Success & Support Lead? We are looking forward to hearing from you!
If you have any questions you can contact our Corporate Recruiter, Hasret Seker
