Customer Success Manager / ESG SaaS

[DUTCH SPEAKING ONLY]

About Coolset

Coolset is the ESG & supply chain platform for compliance-first teams. We help companies like Karl Lagerfeld and Australian Gold measure, manage and improve their sustainability disclosures, simplifying complex regulations to enable real impact. Founded in 2022 and backed by a remarkable group of early-stage investors, we're a fast-growing company of 20 ambitious engineers, researchers and commercial talent based in Amsterdam.

What you will do

As a Customer Success Manager, you'll own a portfolio of accounts from day one, from onboarding to renewal and everything in between. You sit between the customer and the product: translating regulatory complexity into clear next steps for your customers, and translating customer friction into product signal for our team. You will run your accounts, identify the commercial opportunities in them, and actively contribute to building the CS organization alongside your CSM colleague(s).

You'll become genuinely AI first. We will give you uncapped token budgets, a team that gets you productive from day one, and the freedom to push AI as far as you can take it.

Here's what that looks like in practice:

• Guide new customers through onboarding into Coolset, helping them navigate carbon accounting, EUDR, PPWR, and other modules, and making sure they reach value fast. You'll run kick-offs, check-ins, and manage the touchpoints that matter across your portfolio.

• Own the commercial lifecycle of your accounts. You'll identify expansion opportunities, build the value case for cross-sells, and see renewals through from first signal to close.

• Feed customer insight back into the product and team. You'll surface patterns from conversations, tickets, and usage data, and push them into the right places.

• Build and scale the CS function together with your colleague CSM. We're a young team and the CS organization is still being shaped. You'll contribute hands-on to how we document, structure, and improve the way we work: from playbooks and onboarding frameworks to the tooling that holds it together. Anything that happens more than twice gets automated. You'll actively build those automations with us, using tools like Claude Code and n8n so we can spend our time on the creative and strategic work that actually requires us.

Tools we use

• HubSpot for CRM and account management
• Pylon for customer support and ticket tracking
• PostHog for product analytics
• Notion for documentation and planning
• n8n for workflow automations
• Claude Code for building internal tooling and accelerating internal work
• + Anything else you need

Career

You'll work directly with our founders and current CSM and the rest of the commercial team to build on the foundations of our CS organization with real ownership and room to shape the function as we grow. As Coolset scales, your role will naturally expand into whatever best matches your ambitions.

Your profile

• You are fluent in Dutch and English, you'll switch between them daily across clients and internal work
• You thrive on context switching: one hour you're onboarding a packaging company onto EUDR, the next you're debugging a data discrepancy with a CFO
• You enjoy working with all kinds of stakeholders, from sustainability leads to legal teams to operations, and you know how to adjust your communication accordingly
• You're analytical and comfortable with assumptions and incomplete information
• You're organized and structured, you manage multiple accounts without dropping threads
• You communicate clearly and directly, in writing and in conversation, in Dutch and in English
• You see recurring work as a signal to automate, not just a thing to do again
• You're based in or around Amsterdam and eager to build alongside a growing team

Our process

1. 20 min video screen: We get to know you and answer any questions that you have about the role
2. 60 min case interview: You will prepare and work through a case study of a CS challenge we're facing
3. 2-hour co-build session & team lunch: Get to know the team through hands-on work, and join one of our lunches to connect with the rest
4. If successful: An offer within 48 hours to join Coolset

Benefits

 

• Competitive salary, plus
• Stock option plan
• Company lunches and bagel Fridays
• Flexibility in holidays (25+ days per year)
• Flexible and remote working arrangements
• Annual offsite and monthly events with the Coolset team

Projected starting date

September

Note: This is a full-time position, primarily on-site 3 days a week in Amsterdam. We can provide sponsorship and support visa applications, but prefer candidates who are already based here.