Customer Success Manager | Benelux

Saga is an AI platform built by lawyers and technologists, designed to manage the entire lifecycle of legal work - from research and contract analysis to project management and knowledge sharing. Founded in Norway and built for the legal profession from day one, Saga integrates with local legal sources across jurisdictions and is currently available in 12 languages. In just 18 months, the company has grown to 71 employees, 5000 users across 16 countries. With market leadership in Norway and the Netherlands, and active expansion across Europe, Saga is scaling fast - and looking for people who want to build something that matters. Your role as Customer Success Manager You own the full post-sale journey for a portfolio of Dutch & Belgian law firms, from onboarding and training through to renewals and expansion. You ensure our product is not only implemented, but actively used and delivering real value. You translate an advanced AI product into something clear, relevant and trustworthy for busy lawyers, and build strong relationships that make firms want to grow with us. This is a newly created role with real scope to shape how Customer Success operates in the Benlux region, and how we scale it over time. This role is critical to ensuring that our customers realise the full value of Saga, and that we scale long-term partnerships in the market. You will also: Plan and execute structured onboarding - kick-offs, configuration, training and first value delivery - so new customers get up and running fast and with confidence Run regular business reviews with key stakeholders, using clear success plans and usage data to guide adoption and demonstrate ROI Monitor portfolio health proactively, spotting drops in engagement or churn risk early and taking action before it becomes a problem Identify and drive upsell and expansion opportunities (additional users, modules, adoption programmes) in close collaboration with the Sales team Be the voice of Dutch & Belgian customers internally - channelling product feedback, regulatory context and market-specific needs to Product and Engineering Build and standardise the CS playbook for the Benelux: templates, processes, dashboards and routines that scale as the portfolio grows What you bring to our team Experience in a customer-facing B2B SaaS role - whether that's Customer Success, Account Management or a similar function - where you've owned retention and growth in a portfolio of professional or enterprise clients A commercial mindset paired with genuine relationship-building instincts: you're comfortable identifying upsell opportunities and having honest conversations with senior and partner-level stakeholders, without ever coming across as pushy Comfort with AI tools in your own workflow and the ability to explain generative AI - its capabilities, limitations and data/privacy considerations - in a way that builds trust with lawyers and IT stakeholders Structured, proactive and results-motivated: you track what matters, follow through on commitments and build processes where none exist yet Fluency in Dutch and strong English, with the confidence to run high-stakes conversations at partner level, and the independence to manage your portfolio without constant oversight Why join Saga You’ll join at a moment where the product is strong, but how we build and scale Customer Success is still taking shape. That means real ownership. You won’t be stepping into a fixed system, you’ll help define how we support, grow and retain our customers in this market. Your work will be visible, used and felt immediately, directly influencing how customers experience Saga and how we grow as a company. We also offer A strong base salary, aligned with your experience and local standards Direct impact from day one: your work ensures customers not only adopt Saga, but succeed with it. Autonomy to experiment and build, with the support to make it work A hybrid setup with flexibility to work from home and our hubs in Oslo and Amsterdam Work across the full spectrum, from client-facing to refining technology with developers and other legal professionals English is our main working language, with a strong international team collaborating day to day An annual learning budget for conferences, courses and certifications Our process If all this sounds like your kind of challenge, we’d love to hear from you.