Customer Succes Specialist

Within our Customer Success Department, we are looking for a new colleague to strengthen our team. As a Customer Success Specialist, you will play a pivotal role in driving client satisfaction, product adoption and long-term value creation. You will act as a trusted partner to our clients – helping them maximize the benefits of IBFD’s solutions and ensuring a positive and seamless experience throughout their journey.

Our external customer base is primarily business-to-business (B2B), including large corporations, tax consultancies, booksellers, governments and not-for-profit organizations, with occasional business-to-customer (B2C) interaction. Internally, we collaborate closely with Finance, International Tax Training, Marketing, Sales and Product teams to ensure a unified and client-centric approach.

As a Customer Success Specialist, you support our clients in getting maximum value from IBFD’s Tax Research Platform and related products. You will work closely with colleagues across departments to ensure a positive customer experience, drive product adoption and contribute to long-term client retention.

Tasks and responsibilities

• Work effectively both within a team and independently to support customer needs.
• Build and maintain positive relationships with customers by delivering excellent service and acting as a reliable point of contact.
• Identify opportunities to increase customer satisfaction and retention through the effective use of IBFD’s solutions.
• Act as the voice of the customer, collecting and sharing feedback to support continuous improvement of our products and services.
• Collaborate with internal teams (Sales, Marketing, Product and Support) to ensure a coordinated and customer-centric approach.
• Support the management of an assigned customer portfolio to ensure ongoing satisfaction and effective use of IBFD’s Tax Research Platform and products.
• Assist in onboarding new clients and supporting ongoing adoption, helping customers understand key features and best practices.
• Work with Sales and Senior Customer Success Managers to identify renewal opportunities and potential upsell or cross-sell possibilities within existing accounts.

Profile

We are looking for someone who:

• Can work effectively both in a team and independently.
• Has strong communication and presentation skills.
• Is proficient in English; additional languages are an advantage.
• Demonstrates strong problem-solving skills and sound judgement.
• Is a self-starter with a proactive, resilient attitude.
• Is motivated to grow professionally and build a solid understanding of our products, customers and the international tax information industry. 

Requirements

• A minimum of 3 years’ experience in customer success or a related client-facing role.
• Strong relationship-building skills with a customer-centric mindset.
• Analytical mindset with basic skills in data interpretation and reporting.
• Affinity with or interest in the SaaS/digital information environment.
• A background in business administration or related studies.
• Familiarity with CRM or ERP systems (e.g. Microsoft Dynamics) is a plus.

Salary and benefits

We offer a full-time position (37 hours per week) with a salary, depending on background and relevant work experience, between EUR 3,500 and EUR 3,800 gross per month on a full-time basis. 

Completed by an attractive package of fringe benefits, amongst others:

• Pension free of premium;
• 8% holiday pay;
• Flexibility with 5.44% Personal Budget (individual choice to buy up to 13 days paid holiday per year or end of year bonus);
• Attractive training and development opportunities;
• The ability to work remotely (under conditions and for a maximum of three months per year);
• Free lunch.