OUR PURPOSE AT PLANCRAFT
Building the backbone of European trades – together, with modern software and smart AI solutions.
We’re not just building software – we’re on a mission to give tradespeople and contractors more room to focus on what matters. We do this by providing a practical SaaS solution that works the way they do: fast, efficient, and without unnecessary administrative overhead. Supported by smart AI features exactly where they make a real difference in everyday work.
Backed by Tier 1 investors from Europe and the US such as Headline and Creandum, and with more than 20,000 craftspeople as our customer base, we are scaling across Europe to turn individual, scattered businesses into connected and successful communities.
We believe in zero admin, not zero personality – and we build every feature with the people wearing safety boots in mind, not suits. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow.
YOUR MISSION AT PLANCRAFT
As our Customer Success Manager, you are the trusted partner for our customers in our Dutch market. You guide them from onboarding to long-term success, helping them confidently adopt plancraft, solve real problems in their daily work, and grow sustainably with our product.
You will work closely with a small local team, currently consisting of a Country Lead and a Sales Lead, giving you a high level of ownership and influence from day one. You will be able to create scalable processes, and turn close customer relationships into long-term value for both customers and plancraft. This is a hands-on role where you’ll work closely with others while owning your own customer impact, with a strong focus on collaboration and building sustainable foundations early on.
You’ll be based in Amsterdam, working on-site from our local office (Weesperstraat) on at least three days per week and collaborating closely with the local team, as well as the team in Hamburg, Germany.
Your responsibilities:
- Take full ownership of the customer portfolio for your assigned country and act as the primary point of contact across the entire customer lifecycle.
- Guide customers through onboarding, implementation, and training with empathy, clarity, and structure to ensure fast time-to-value.
- Support customers across all channels, resolving questions and issues reliably while maintaining a consistently positive experience.
- Build strong, trusting relationships with customers and proactively check in on adoption, satisfaction, and potential risks.
- Use customer data, usage insights, and health indicators to prioritize actions and support retention in a thoughtful, proactive way.
- Coordinate closely with Product, Sales, and internal teams to resolve escalations and improve customer outcomes.
- Share customer feedback and market insights internally to help shape product, processes, and go-to-market decisions.
- Support renewals and identify expansion opportunities by understanding customer needs and matching them with the right solutions.
YOUR PROFILE
Must-Have Skills
- Experience working directly with customers in a Customer Success, Account Management, or similar role.
- Confidence taking ownership of customer relationships and guiding customers independently.
- Clear, empathetic communication skills, especially when explaining complex topics or handling sensitive situations.
- Comfort working with digital tools and customer data to organize work and make informed decisions.
- Dutch at native-level proficiency (C1/C2 level) and English at B2/C1 level.
Nice-to-Have Skills
- Experience in B2B SaaS or with complex digital products.
- Familiarity with CRM or support tools (e.g. HubSpot, Intercom).
- Enjoyment of working in early-stage or evolving environments where not everything is defined yet.
WHY PLANCRAFT?
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Team Spirit: We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with four major team events per year, two casual monthly formats at our Hamburg HQ, and a strong recognition culture where we regularly celebrate both the big and small wins together.
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Ownership: You’re encouraged to take ownership from day one. In a flat hierarchy and high-trust environment, you’re empowered to make meaningful decisions and drive real impact.
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Learning & Growth: We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential.
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AI Enablement: Our internal tools and workflows are AI-enabled by design. We support every team and individual in applying AI at the next level in their daily work, including getting your own ChatGPT+ license, of course.
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Tech & Tooling: You’ll receive a MacBook, premium over-ear headphones, and everything else you need — from hardware to tools — to be effective in your daily doing.
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Recharge: To ensure the needed rest, we offer 30 vacation days per year (based on a 5-day week) and Dec 24th off.
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Flexibility: Whether remote, hybrid, or on-site — you work where you’re at your best. Our Amsterdam Hub as well as our Hamburg HQ is always open. And if you need a change of scenery, working abroad is always an option.
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Flex Allowance: We provide you with a monthly flex allowance. You can spend it freely on topics like mobility, wellbeing, and more — whatever supports you best.
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International Environment: We’re becoming more international every month, with team members already in Italy, France, the Netherlands, Austria and Poland — which is why English is our internal company language.
Please submit your application documents in English.
