Senior Customer Success Manager (CSM) – Global Infrastructure

Your tasks

At i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, Discord, and Ubisoft, we are shaping the future of gaming and network technology. 

Why your role matters

As a Senior Customer Success Manager (CSM), you’ll be the key player in making sure our top customers get the most out of our products and services. You’ll build strong, long-term relationships while tackling challenges head-on, ensuring that our customers not only stick around but also thrive with our solutions. Your role will be all about delivering top-notch service and making sure we’re constantly improving to meet customer needs. You won’t just be a point of contact—you’ll be a real partner in their success. 

What you’ll be doing 

• Onboarding and Implementation 
  • Guide our top customers through the onboarding process and ensure their transition from ‘quote to cash’ is seamless.
  • Set up accounts, provide training, and make sure customers are ready to use the product from day one.
  • If customers have specific needs, you’ll be the one implementing those solutions across the team.
• Customer Commitment and Promotion 
  • You’ll be the go-to person for your accounts, making sure communication stays smooth with regular check-ins.
  • Hold weekly meetings to address any questions, concerns, and feedback, and provide metrics to show how we’re delivering.
• Investigation and Promotion 
  • Work with the Ops teams to dive into customer issues and quickly solve them.
  • Be the customer’s advocate internally, making sure their needs are heard in product or service meetings.
• Optimizing the Customer Journey 
  • Find ways to streamline customer processes, from lead to cash, and make everything more efficient.
  • Work with Product, Sales, and Marketing to innovate and implement new tools to keep i3D.net ahead of the curve.
  • Align teams to make sure opportunities get executed on time and with impact.
• Data and Reporting 
  • Look over customer data to spot areas where we can improve and reduce churn risk, using tools like Jira Service Management (JSM).
  • Lead Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to keep customers in the loop and promote new features/products.

What success looks like in the first year

• You’ve helped key customers get up to speed quickly, and they’re seeing real value from day one.
• Your accounts are sticking around, growing, and renewing—because they trust you and love working with us.
• Customers feel heard and supported, with high satisfaction (NPS/CSAT) showing the impact of your work.
• More people are using our products and getting the most out of them, thanks to your guidance.
• Your check-ins (like MBRs/QBRs) drive engagement, keeping customers happy and invested.
• You’ve made things smoother—whether by improving processes, suggesting new tools, or making teamwork across departments easier.

Your profile

• Education: A bachelor’s degree or equivalent thinking level in Business Administration, IT, Communications or a related field.
• Customer Focus: You have 5+ years of experience as a Senior Customer Success Manager or Account Manager, managing top-tier clients. You excel at building trust, ensuring client satisfaction, and fostering long-term relationships to help clients achieve their goals.
• Problem-Solving: You proactively identify and resolve issues before they become bigger challenges. 
• Communication: You’re a strong communicator, building trust with both customers and internal teams.
• Tools: You’re familiar with CRM tools like HubSpot and Jira Service Management (JSM). 
• Technical affinity: You have a genuine interest in and willingness to deep dive into infrastructure, cloud, or networking services.
• Willingness to Travel: You’re comfortable with bi-monthly travel, primarily to European & American clients.
• Remote vs Onsite: This is a hybrid role, so you'll spend some time working onsite at our Rotterdam office. If you're already in the Netherlands, great! If not, we're happy to support your move with our relocation services (a valid EU work permit is required).

Why join us?

• Sustainable Growth: Be part of a company with 20+ years of steady growth and a global focus.
• Global Exposure: Work with leading entertainment and gaming companies while helping shape how Customer Success is set up in a small, impactful team.
• Competitive Perks: Enjoy great pay, an annual bonus, 25 vacation days (excluding national holidays), a travel allowance, and a premium-free pension.
• Career Growth: Access to education and development programs.
• Gaming Perks: Get lifetime access to Ubisoft’s game library and two free games every year.
• Stay Active: Use our in-house gym in Rotterdam or unwind in the game and music rooms.