Manager CSM (SaaS)

Location: Hybrid in Leiden, Zuid-Holland, Netherlands; currently living within commuting distance of Leiden is required.

Company

hirify.global helps customers develop and manage their marketplace presence.

What you will do

• Lead, develop, and inspire a team of nine Mid-market Customer Success Managers.
• Own the Mid-market segment of approximately 400 accounts and 60% of ARR.
• Coach the team to deliver consistent, data-driven customer engagement and manage account health.
• Drive NRR growth through upsell and GMV expansion while reducing churn.
• Run structured 1:1s, performance reviews, and team rituals; identify skill gaps and work with Enablement to close them.
• Own NRR, GRR, upsell, and retention targets using HubSpot, TALs, and RevOps collaboration; represent Mid-market customers cross-functionally.

Requirements

• 6+ years of experience in customer success, account management, or a client-facing SaaS role.
• 3+ years of people management experience, including leading a small team, coaching employees, and developing people across different levels.
• Proven experience owning commercial outcomes including renewals, upsell, expansion, and churn management.
• Hands-on experience with CRM and Customer Success tooling, ideally HubSpot, including building reports, lists, and workflows.
• Data-driven approach to prioritisation and decision-making.
• Exposure to AI tools and genuine curiosity about improving team performance and customer outcomes.
• Currently living within commuting distance of Leiden.

Nice to have

• E-commerce or marketplace experience.

Culture & Benefits

• Open and collaborative environment with approximately 200 colleagues from more than 40 nationalities.
• Free access to mental healthcare support.
• 6% contribution to the pension fund.
• Autonomy and support for independent decision-making and ownership of work and projects.
• Equity benefits and access to financial coaching.
• Wellbeing initiatives and social activities including bouldering, ice-skating, game nights, and picnics.

Hiring process

• Recruitment screening call, followed by video meetings with the hiring manager and CSM team members.
• Final case study presentation.
• The interview process usually takes approximately four weeks, with an application response targeted within two business days.