Enterprise Customer Success Manager

Aiden | Guided selling for e-commerce

Utrecht

Hybrid

EUR 60,000 - 80,000

Full time

14 days+

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Benefits offered by this job

25 vacation days

Extra parental leave

Personal development time

Job summary

A leading software company in Utrecht is seeking an experienced Enterprise Customer Success Manager. This role involves owning relationships with mid-to-upper market clients and driving customer success through adoption, renewals, and expansions. The ideal candidate will have 5+ years in SaaS and fluency in English and Dutch, with a strong ability to manage enterprise accounts. The company offers a hybrid working environment and various benefits including vacation time and parental leave.

Qualifications

5+ years of experience in Customer Success or Account Management in SaaS.
Ability to manage mid-to-upper market accounts effectively.
Experience in interpreting data and utilizing dashboards.

Responsibilities

Drive adoption, renewals, and expansions for enterprise clients.
Collaborate with internal teams to ensure customer success.
Set measurable goals and timelines for customer engagement.

Skills

Customer Success Management

Account Management

Fluent in English and Dutch

Stakeholder Management

Analytical Skills

Job description

Overview

Aiden is looking for an Enterprise Customer Success Manager to own relationships with mid-to-upper market clients (€20–100K ACV). With 5+ years in SaaS Customer Success or Account Management, you'll drive adoption and expansion to help our customers (and Aiden) grow.

A bit about you

You bring 5+ years of Customer Success or Account Management experience in European SaaS, managing mid-to-upper market enterprise accounts (€20–100K ACV). You have a track record of driving adoption, renewals, and expansions, partnering with Sales and Product to unlock growth and shape roadmap priorities.
You’re comfortable working with senior stakeholders (Head of E-commerce, Digital Director, C-level) and know how to turn tactical wins into long-term strategic partnerships.
You’re fluent in English and Dutch (another European language is a plus) and combine commercial mindset, empathy, and strategic thinking with hands-on execution. You build trust quickly and give honest advice (even when it means challenging perspectives).
You’re curious about technology, quick to master new tools, and confident interpreting data and dashboards.
You live in the Netherlands and enjoy a hybrid setup: working from home, our Utrecht office, and occasional on-site client visits.

A bit about us

Aiden is a young software company based in the Netherlands. Since November 2024, we've been part of theShop Circle team, operating as a standalone business. With a group of kind and talented people, we create beautiful software to improve the way e-commerce works.
Our goal: making it easier for consumers to find the right product or service. We do this with our SaaS platform for guided selling, which allows our customers (online stores) to create product finders independently or with our help.
We're small and we like it that way. Our customers like it too. And it means lots of responsibility and freedom for our team.
We're an ambitious group of people. But that doesn't mean we're an 'always-on' company. We give you the freedom and flexibility to do what you need to do.

What you're going to do

Together with Anniek (Head CSM), Laura (Mid Market CSM) and Daya (Conversation Designer), you’ll take ownership of our client portfolio across Europe. We have midmarket customers (like fonQ) and enterprise customers (like MediaMarkt) across Europe. You'll focus on the enterprise market.

From the very first kick-off to renewal and roll-out, you’ll be the trusted partner ensuring that Aiden delivers measurable value at scale. This means setting up pilot scopes, defining relevant KPI’s, and building an operational timeline that translates into clear milestones towards a successful renewal.

As an Enterprise Customer Success Manager, you don’t just manage adoption, you manage alignment. You’ll work with multiple stakeholders on both strategic and operational levels, balancing short-term execution with long-term goals. Thanks to you, customers see Aiden not as a tool, but as a strategic partner in achieving their business objectives.

In your first month, you will:

Learn our product, playbooks, and key customer segments
Get to know our customer portfolio and establish first touchpoints
Understand how we measure adoption, health, and value

In your first quarter, you will:

Independently manage a portfolio of enterprise clients
Lead QBRs, build success plans, and drive adoption
Partner with Sales to identify upsell and cross-sell opportunities

In your first year, you will:

Renewal and expansion targets - consistently achieved
Grow average account value across your portfolio
Be seen by your clients as a strategic partner, not just a vendor

What we're offering

We’re not an IT consultancy, so we won’t put you in a lease car. What we do offer—besides paying your salary—is a great workplace with some benefits that the big players don’t give you:

The possibility to work partly from home. We have a great office in the heart of Utrecht, and we expect you to come in from time to time. That’s why you need to be based in the Netherlands.
Most importantly: you work at a small company. Whatever your role, you always have direct impact on how we work and grow.
Vacation days. You get 25 of those.
New parent time! When you have a child, we give you 2 extra weeks on top of statutory leave. This time doesn’t count against your other vacation days.
And of course, time to study, research, and expand your knowledge. There’s lots of knowledge to share within our team and plenty of room for courses or personal research time.

How to apply

• Create your CV and a brief description of why you'd be a good fit for us.

• Send it to anniek.van.vulpen@aiden.cx by Monday 22 September.

• We'll let you know within a few days if we see a potential match.

Please note: applications sent in through LinkedIn will not be processed.

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