Customer Success Representative

As a Senior Customer Success Agent at Digidentity, you play a critical role in ensuring customer satisfaction, successful onboarding, and long-term customer success. Based in The Hague, Netherlands, you act as a senior point of contact for customers and as a subject-matter expert within the Customer Success team.

You are responsible for supporting and coordinating the onboarding of new (including enterprise) customers, guiding them from contract handover through successful adoption of Digidentity solutions. In addition to handling complex customer enquiries, you proactively identify risks and improvement opportunities, contribute to process optimisation, and support the continuous development of the Customer Success function.

You work closely with Sales, Product, Engineering, and Operations to ensure a smooth and consistent customer journey from onboarding through ongoing support.

Responsibilities

• Provide prompt, professional, and high-quality customer support via phone, email, and chat, handling both standard and complex enquiries.
• Own and support the onboarding of new customers, including enterprise customers, ensuring a structured handover from Sales to Customer Success.
• Act as the primary point of contact during onboarding, guiding customers through setup, verification flows, and initial usage of Digidentity solutions.
• Take ownership of escalated or complex customer cases and coordinate resolution with internal teams to ensure timely outcomes.
• Monitor onboarding progress and customer health indicators, proactively identifying risks, delays, or adoption challenges.
• Maintain accurate and detailed records of customer interactions, onboarding milestones, and outcomes in CRM and ticketing systems.
• Mentor and support junior Customer Success Agents, sharing knowledge, best practices, and product expertise.
• Contribute to the continuous improvement of onboarding processes, internal documentation, and service quality standards.
• Ensure all customer interactions comply with company policies, security requirements, and data protection regulations.

Requirements

Vocational/university of applied sciences (HBO) level of thinking and working.

Several years of experience in Customer Success, Customer Support, or a related role, preferably in a technology, SaaS, or identity/security environment.

Proven experience supporting customer onboarding and managing complex customer journeys.

Excellent written and verbal communication skills in English and Dutch.

Strong analytical and problem-solving skills, with a proactive and ownership-driven mindset.

Ability to work independently while collaborating effectively with cross-functional teams.

Experience working with CRM and ticketing systems.