Customer Success Manager I (SaaS)

Location: Hybrid work with 2 days per week in the Breukelen office, Netherlands

Company

Cloud-based supply chain management solutions provider serving a global network of retail trading partners.

What you will do

• Create and manage customer programs that improve satisfaction, product adoption, self-sufficiency, and retention.
• Engage customers through email, webinars, community programs, user groups, and regular touchpoints.
• Track program success metrics and continuously optimize performance.
• Facilitate webinars covering best practices, strategic solutions, feature demonstrations, and new product releases.
• Identify and escalate customer risks, coordinating with Sales, Delivery, Tech and Product, and Support teams to resolve issues.
• Provide quantitative and qualitative customer feedback to Product and Support teams.

Requirements

• 1–3 years of commercial, customer-facing experience in customer success, account management, or a similar role.
• Fluency in Dutch and English is required.
• Experience working in a SaaS environment.
• Ability to manage and nurture customer relationships, respond to health-score changes and customer issues, and drive measurable retention improvements.
• Ability to collaborate effectively with Sales, Delivery, Tech and Product, and Support teams.
• Strong organization and time management skills.

Nice to have

• Additional European language skills, such as French, Spanish, Italian, or German.
• Experience managing large account portfolios in a pooled or scaled customer success model.
• ERP or integration project experience.

Culture & Benefits

• Collaborative and inclusive work environment focused on innovation and continuous improvement.
• Comprehensive benefits supporting employee health, well-being, and financial security.
• Benefits are country-specific and aligned with local laws and market practices.
• Commitment to diversity, equity, inclusion, and equal employment opportunity.