Head of Customer Enablement (Dutch speaker)
This role is based in Utrecht, Netherlands
✦ Full ownership of the enablement scope | Room to grow | Business impact
efficy Group is the European home for Tribe CRM, efficy CRM, and Apsis. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM.
We help organisations navigate the agentic era of customer intelligence, automating smarter decisions, building stronger relationships, and growing sustainably over time. Over 330,000 users across 60+ countries rely on us to grow smarter, move faster, and build lasting business relationships.
We're looking for a Head of Customer Enablement to own onboarding, training and adoption for our Tribe CRM customers. You'll lead a team of five Onboarding and Customer Enablement Specialists and build one standardised client onboarding journey, so every customer gets the same quality of delivery and your team stops rebuilding the same work each time.
Our product and our market move fast, so the enablement function is never finished: you'll shape it, then keep adjusting it as the product evolves.
✓ Full ownership of the enablement scope: strategy, KPI framework, onboarding journeys and tooling
✓ Direct partnership with the Growth leadership team
✓ AI learning: your own Claude licence, weekly training, and shared best practices
✓ European SaaS Group exposure and growth opportunities
✓ People experience programme
Standardised onboarding journey: design one standard client onboarding journey, from kick-off sessions to go-live, and the service delivery packages that go with it
Quality and efficiency: give your team the processes, templates and checkpoints to run that standard consistently, while customers still feel individually taken care of
Enablement strategy: own digital onboarding, training and adoption, from the customer journey to the self-service education platform
Team leadership: lead, coach and develop a team of five specialists, and grow it as the business grows
Adoption and KPIs: track Time to Value, onboarding completion, CSAT and adoption, and act on the bottlenecks the data reveals
Cross-functional work: partner with Customer Success, Product and Support to keep the customer journey seamless (you're happy to jump on a customer call yourself)
Tools and vendors: manage the LMS and enablement tooling, including tool selection and content partners
Team structure
Reports to: Kerstin, Director of Operations & Support
Direct reports: 5, Onboarding Specialists and Customer Enablement Specialists
Experience: at least 5 years leading people, ideally in B2B SaaS
Operational translation: you turn strategy into processes and standards your team can actually run
Pace: you thrive where the product and the priorities move fast, and you rework your own processes when they do
Commercial sense: you understand how operational choices affect revenue, and you can build a simple business case
Composure: you're at ease without a playbook, you make decisions and you know when to escalate
Influence: you hold your own with senior stakeholders and reframe rather than only execute
Skills: LMS and knowledge base platforms, CRM, adoption and CSAT reporting
Language proficiency: native level of Dutch
Language proficiency: full professional fluency in English
Hybrid policy: you can come to the Utrecht office three days a week
✦ Ready to make an impact with us? Apply today. Please submit your application in English.
efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you, exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.
efficy Group does not accept unsolicited assistance from search firms for this employment opportunity. Please refrain from making phone calls or sending emails. All résumés submitted by search firms to any efficy Group employee without a valid written search agreement will be considered the sole property of efficy Group. No fees will be paid if a candidate is hired as a result of an unsolicited referral.
