Implementation & Customer Success Specialist

Role Overview

As an Implementation & Customer Success Specialist, you ensure that organisations successfully go live with Total Benefits and that Total Benefits becomes a structural part of the organisation.

You are responsible for:

• guiding new clients from deal to go-live
• translating client needs into a working configuration
• ensuring clients genuinely get value from Total Benefits

You work closely with:

• Commercial Lead (handover of new clients)
• Product & Development (improvements and feedback)
• founder

👉 You make sure clients onboard successfully, stay engaged, and get value from the platform.

What you will be doing

Implementation & onboarding

You guide clients from "deal closed" to a working solution:

• intake and analysis of the current situation
• configuring Total Benefits
• onboarding stakeholders and users
• guiding clients towards a successful go-live

👉 You make sure clients go live quickly and effectively.

Usage & adoption

You ensure clients use the platform actively and effectively:

• identifying where adoption or engagement can be improved
• proactively reaching out to help clients move forward
• supporting the structuring and maintenance of benefits policy

👉 You make sure the platform delivers real value.

Client guidance

• conducting strategic check-ins
• monitoring progress and expectations
• ensuring Total Benefits becomes a structural part of the organisation

Growth & expansion

You identify opportunities for clients to grow further with Total Benefits, for example through additional modules, broader implementation, or strategic support.

👉 You work closely with Sales on this.

Feedback & product improvement

• gathering feedback from clients
• translating insights into concrete input for Product & Development
• identifying where clients get stuck

Collaboration

You work closely with:

• Sales (handover and expansions)
• Product & Development (improvements and feedback)
• founder

👉 You sit right at the intersection of client, product, and commercial.

Who we are looking for

You are someone who:

• brings structure
• takes ownership
• is client-focused
• has 2-5 years of experience in implementation, customer success, or consultancy
• has experience with B2B clients
• is strong in communication and stakeholder management
• is technically minded and understands how software works
• can switch between client and product
• works in a structured and independent way
• is entrepreneurial and pragmatic
• speaks fluent Dutch

👉 Not a support role, but a builder who takes ownership.

Why you want to work at Not Secondary

• salary depending on experience
• 27 days of annual leave
• budget for training and development
• key role in a growing SaaS and consultancy company
• working directly with the founder
• significant influence on processes, client experience, and product development
• you help build what customer success and implementation look like at Not Secondary
• hybrid working possible

About Not Secondary

Not Secondary helps organisations design, structure, and optimise their benefits policy.

We combine:

• consultancy (strategy and implementation)
• SaaS (Total Benefits platform)

Our focus is on creating clarity, benchmark intelligence, and strategic direction within benefits policy.

With Total Benefits, we are building:

"the first intelligence platform for benefits policy in the Netherlands."

About agencies and freelancers

• Recruitment agencies and intermediaries need not apply.
• Freelancers are welcome to get in touch, but preference goes to a permanent role.

Ready to build?

Do you want to help clients succeed, bring structure, and build a scalable SaaS platform?

Then we would love to hear from you.