Customer Success Manager (CSM) – Global Infrastructure

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 Customer Success Manager (CSM), you play a crucial role in driving customer satisfaction, retention, and growth. You act as the primary advocate for our customers within our organization, ensuring they derive maximum value from our products and services while fostering long-term partnerships. The CSM is responsible for maintaining strong relationships, driving business growth, and ensuring structured, effective collaboration between our company and our customers.

What you’ll be doing

• Relationship Management: Internal & External Advocacy

  • Serve as the primary point of contact for customers, building strong, trust-based relationships.

  • Act as the customer’s voice internally, ensuring their needs, challenges, and goals are well understood across various teams (sales, product, tech, support, and leadership).

  • Foster relationships at multiple levels within customer organizations, from end-users to decision-makers, ensuring broad engagement while ensuring a minimum of 3-5 relationships with each organization.

  • Develop internal cross-functional relationships to ensure seamless support, problem resolution, and strategic alignment with the customer’s journey.

  • Facilitate executive-level engagement between our leadership and key stakeholders on the customer side.

• Value-Creation & Business Growth

  • Drive revenue growth by identifying expansion opportunities, including upsells, cross-sells, and renewals. Including the account executive to ensure new deals get closed while the AE takes care of ongoing business

  • Align customer objectives with our solutions, ensuring they leverage the full breadth of our product portfolio

  • Actively monitor account health and usage date to identify ways to increase customer adoption and satisfaction proactively

  • Educate customers on new features and functionalities that can drive their success

  • Work closely with sales to identify and qualify new opportunities within existing accounts

• Structure & Operational Excellence

  • Implement structured engagement models, such as Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), to track customer progress and ensure continuous alignment

  • Develop clear communication frameworks, ensuring stakeholders on both sides are well-informed and aligned

  • Ensure operational excellence in day-to-day account management, guaranteeing a smooth customer experience

  • Drive customer onboarding and transition processes, ensuring that when new contacts within your book of business are introduced, they experience a seamless handover

  • Maintain detailed account plans and success roadmaps, ensuring transparency in our engagement approach.

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) actually 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 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?

• 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, a commission plan, 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.