Manager CSM (SaaS)

TL;DR

Manager CSM (SaaS): Lead a team of nine CSMs owning mid-market customer segment with approximately 400 accounts and 60% of ARR, driving NRR growth through upsell, GMV expansion, and churn reduction. Focus on coaching for data-driven engagement, managing account health, running 1:1s and performance reviews, and collaborating cross-functionally as voice of mid-market customer.

Hybrid in Leiden, Zuid-Holland, Netherlands. Currently living within commuting distance of Leiden.

Company

SaaS platform helping customers optimize their marketplace presence with a team of +/-200 colleagues from over 40 nationalities.

What you will do

• Lead, develop, and inspire a team of nine CSMs, owning mid-market segment performance including NRR, GRR, upsell, and retention targets.
• Coach team for consistent data-driven customer engagement, run 1:1s, performance reviews, and rituals to drive accountability and career progression.
• Personally manage a small number of lower-complexity accounts as player-manager.
• Collaborate cross-functionally with AEs, RevOps, Enablement, Sales, Product, Delivery, and Support.
• Use HubSpot, TALs, and RevOps tools to track commercial performance and identify skill gaps.

Requirements

• 5+ years in customer success, account management, or client-facing SaaS role
• 1-3 years of people management experience
• Proven track record of renewals, upsell, expansion, and churn management
• Hands-on experience with CRM and CS tooling, ideally HubSpot for reports, lists, and workflows
• Data-driven approach using metrics to prioritize
• Exposure to AI tools and curiosity about improving performance
• Currently living within commuting distance of Leiden

Nice to have

• E-commerce or marketplace experience

Culture & Benefits

• Open and collaborative environment with autonomy to make decisions and take ownership
• Free access to mental healthcare support
• 6% contribution to pension fund and equity benefits with financial coaching
• Happy & Healthy Team initiatives including social activities like bouldering, ice-skating, game nights, and picnics

Hiring process

• Screening call with recruitment team within 2 business days
• Video meetings with hiring manager and CSM team members
• Case study presentation; process takes +/-4 weeks