A scale-up within the mobility industry seeks a detail-oriented and client-focused Customer Experience Expert to join their team and support their products.
You will be responsible for liaising with the facility manager at the airport, customer satisfaction, managing the implementation of improvement plans, and monitoring results.
Business level proficiency in English is required for this role.
40%-50% travel within EMEA region is required.

TYPE: Full-time role, initially 1 year contract (potential to become permanent)
WORKING HOURS: Monday – Friday 8 hours per day (core time: 11:00 – 15:00)
SALARY: Up to €65k includes holiday allowance and bonus
START: January 2026 onwards
LOCATION: Remote work with a 40%-50% travel component / Amsterdam-based (Occasional in-person meetings at the office required *Currently 1 day per week)

Customer Success Expert Main Responsibilities:
• Reporting to Director of Customer Experience (Europe and UK) who is based in the Netherlands
• Support setting up the service at the new facilities; Provide guidance and training to clients’ operators to make sure the service has been operating effectively and provided to end-users properly
• Conduct onsite troubleshooting and initial analysis, and working with various teams internally to resolve issues efficiently
• Diagnose and conduct any repair work if needed following the procedures, and conduct any inspections when required
• Develop or improve manuals or standard operation procedures where needed and share knowledge internally
• Gather insights and identify the area of improvements or enhancement for better service experience provided to both end-users as well as to the clients
• Liaise with relevant stakeholders, including engineers in Japan, technical staff in the Netherlands, and the Head of Division in the U.S.; meetings with the U.S. team are expected once a week in the late afternoon (CET)
• Support on-site implementation at airports, which may require working during off-peak hours; in some cases, evening work might be necessary

Customer Success Expert Ideal Candidate:
• At least 2 years of relevant work experience, preferably in a B2B Customer Success role. Candidates with a Service Engineer background who would like to transition to a Customer Success Expert role are also welcome
• Business level of fluency in English
• Effective communication skills with both internal and external stakeholders, including the capability to articulate technical concepts clearly and understandably for the client
• Strong problem-solving skills and attention to detail
• Proven ability to troubleshoot and resolve technical issues effectively
• Ability to discern potential issues from customer descriptions and to proactively work on and drive the collaborative process of problem solving
• Interest in Autonomous Mobility Service; both hardware and software wise. Experience or knowledge of Linux or IoT modules is a plus
• Willingness to travel within the EMEA region for business (approximately 40%-50% of the time)

** All applicants for the Customer Success Expert must have the right to work in the country without any restrictions as the Company is not able to offer visa support.

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