# Founding Customer Experience Manager - Netherlands

> HERO Software GmbH · Haarlem, Netherlands (Hybrid) · Full-time · Posted 2026-09-25

**Salary:** EUR 50,000–70,000

**Workplace:** hybrid

**Department:** International Sales

## Description

**Your career oportunity (from 01.12.2026)**

At **HERO Software**, we build the software that trade businesses run on. We help professionals be as strong in their business as they are in their craft. As part of our growth strategy we launched in **the Netherlands** in 2025 and are now expanding.

As our first dedicated **Customer Experience owner** for the Netherlands, you will build the **foundation** for how Dutch customers experience HERO. You will combine **hands-on onboarding** and support with developing the processes, workflows and self-service solutions needed as our customer base grows. 

Working closely with our central German Customer Experience team, Product, Sales and Engineering, you will turn local customer insights into **scalable improvements**. This is an **entrepreneurial** role with broad ownership and the opportunity to shape HERO’s **future Customer Experience** organization in the Netherlands. 

### **Your Mission**

-   Being the **primary** point of contact for Dutch customers who need support with HERO
-   Answering customer questions and resolving product, workflow and integration issues, including topics related to **Exact**, **SnelStar**t and **2BA**
-   **Onboarding** new Dutch customers and helping them **reach value** with HERO quickly
-   Managing complex cases that require personal attention, **clear communication** and coordination with other teams
-   Using customer insights and operational data to **identify friction points** and prioritize improvements 
-   Working closely with the central Customer Experience team to ensure that **help content**, **chatbot flows**, **onboarding materials** and **support processes** work well for the Dutch market
-   Helping establish effective customer experience processes as HERO grows in the Netherlands

## Requirements

### **Your Superpowers**

-   **Based in the Netherlands** and able to regularly visit our operations location, **De Koepel** in **Haarlem**
-   Fluent in Dutch and English, both spoken and written
-   Experience in **customer support**, **customer success**, **onboarding** or another customer-facing SaaS role
-   Strong **troubleshooting skills** and the ability to **take ownership** of customer questions from start to resolution
-   Able to translate recurring customer issues into standardized, automated or self-service solutions 
-   **Proactive** and **hands-on**, with the flexibility to operate in a growing market where not every process is established yet
-   **Empathy**, **clarity** and **credibility** when working with trade and small-business customers
-   Experience with **AI support tools**, **chatbot systems**, **help-center platforms** or **automation tools** is a plus, but not a requirement - affinity with the **trade market** or **market-entry projects** is also a plus

## Benefits

### **Our Promise**

**🐦Flexibility & mobility**

-   **Flexible working hours** and a remote-friendly setup

-   **30 days of annual leave** (including 24 and 31 December) plus additional days off (wedding, relocation, birth)

**🚀Career & Development**

-   An annual **learning budget,** currently 800 euros, for courses, books, or coaching
-   Regular **feedback and development conversations** to support you in reaching your career goals
-   The opportunity to become HERO’s **first dedicated Customer Experience owner** in the Netherlands and build the local function from the ground up
-   A steep learning curve and direct impact on how HERO scales in the Netherlands

**🥳Teamspirit**

-   Sensational **summer and Christmas parties** as well as regular **team events**
-   Annual **co-workations** with the HERO team elsewhere in the EU
-   An open, collaborative, and **international team** environment

**🐛Want to know more?  
Here you can find more information and impressions about us:**

-   Feel free to take a look at our **application process** [](https://hero-software.de/ueber-uns/karriere-bei-hero)on our careers page
-   Get an even better impression of us from the reviews on our![Instagram](https://assets.kununu.com/favicons/kununu-favicon-64x64.png)[Kununu profile](https://www.kununu.com/de/hero-software)
-   @weare\_herosoftware on [Instagram](https://www.instagram.com/weare_herosoftware/) and HERO Software on [LinkedIn!](https://de.linkedin.com/company/herosoftware-gmbh)

**Your application**

Do you see your skills, your abbilites and, of course, your personality reflected in this job ad? Perfect! Then send us your application including your salary expectations via the application button.

_We expressly encourage women as well as_ _**non-binary**_ _and_ _**trans\* people**_ _to apply for this position. Applicants with severe disabilities will be given preference where qualifications are equal._

**Your people of contact**: Nicolas (Talent Attraction & Strategy), Rick & Martin (Team NL)

**We look forward to receiving your application!**

**Salary Range: 50.000 - 70.000 Euro/year**

## Apply

[Apply at HERO Software GmbH](https://apply.workable.com/hero-software/j/EBEC848006/apply)

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