Senior Customer Success Manager – SaaS, Dutch

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Become proficient in the Publitas product suite, our data feed integrations, and our internal CRM/HubSpot workflows.

• Review your designated portfolio of 25–35 enterprise Dutch accounts and pinpoint your top 5 clients at risk of churn by assessing risk signals, business context, and product usage.

• Take the lead on business and account reviews with heads of marketing and e-commerce directors.

• Conduct shadowed calls with high diagnostic precision—identify client business goals, map their technology stacks, and detect product adoption barriers early without requiring internal assistance.

• Take full responsibility for the Dutch market pipeline, efficiently managing enterprise renewal contracts, identifying expansion/up-sell opportunities, and providing well-structured, data-driven optimization plans.

⛳️ Requirements

• Native-Level Dutch & Fluent English: You will manage our most critical regional portfolio; fluency, diplomacy, and authority in spoken and written Dutch are essential, while collaborating internally in English.

• 3+ Years in Enterprise B2B SaaS Customer Success: You possess a proven history of managing full-cycle customer success journeys (onboarding, adoption, QBRs, and renewals) for large-scale enterprise accounts. Direct experience in MarTech, retail e-commerce, or marketing agency workflows is highly preferred.

• Flawless Attention to Detail: In a remote-first model, your data integrity is your professional reputation. You maintain exceptional organizational standards. You do not rely on careless copying and pasting, never mishandle customer administrative details, and ensure your written client documentation is clear, accurate, and well-structured.

• Commercially Savvy Problem Solving: While you enjoy building genuine relationships, you remain focused on the commercial objectives. You know how to monitor account health metrics, identify subtle churn indicators (like pricing inquiries or decreasing link clicks), and transform casual conversations into valuable renewal and expansion discussions.

• Professional Remote Boundaries: You value the remote and flexible lifestyle, treating it with utmost professional respect. You manage your availability to support your team, ensuring that every client-facing call is conducted from a quiet, professional workspace with stable infrastructure—never from public transit hubs or noisy coffee shops while traveling.

• AI-First Execution Mindset: We expect all team members to actively utilize AI to enhance their productivity. For this role, this involves using generative AI tools to swiftly personalize client communications, analyze complex account health data, summarize call transcripts, and accelerate documentation processes.

🏝️ Benefits

• Transparent Compensation: A competitive base salary of €40,000 - €70,000 (geo-bracketed to your location) plus a performance-based variable plan tied to portfolio NRR and gross retention metrics.

• True Remote Autonomy: We operate 80% asynchronously using Notion, Asana, and Slack. We do not monitor your hours or screen, focusing instead on your output, client satisfaction, and commercial achievements.

• Global Team Retreats: We bring our global, distributed team together in inspiring cities around the world once a year to connect, align, and celebrate in person.

• Premium Workspace & Gear: A high-end MacBook, top-notch remote-ready equipment, and a co-working allowance if you choose to work outside your home.

• Personal Growth Budget: A monthly wellness allowance, a budget for training/execution to enhance your SaaS skills, and free access to Kindle and Audible books.

• Time Off: 25 vacation days in addition to your local national holidays.