Hybrid SaaS Customer Success Manager I: Retention & Programs

TIE Nederland B.V.; Breukelen; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work

Benefits package

Office in Breukelen

Job summary

SPS Commerce is seeking a Customer Success Manager I to support a growing customer base and partner with our Customer Success teams to develop programs that drive customer success and engagement. You will manage communications through emails, webinars, Community, user groups, and other channels, while providing feedback to Product and Support based on customer input.

The role emphasizes retention, cross-functional teamwork with Sales, Delivery, Tech & Product, and Support, and requires strong

Qualifications

• Minimum 1–3 years of commercial, customer-facing experience in a relevant role (e.g., account management, customer success, or similar).
• Fluency in Dutch and English.
• Experience working within a SaaS environment.
• Ability to manage and nurture customer relationships reactively, responding to triggers such as health score changes or customer issues.
• Understanding of customer retention principles and ability to drive measurable improvements in retention metrics.
• Ability to work effectively across cross-functional teams including Sales, Delivery, Tech & Product, and Support.

Responsibilities

• Create and manage customer programs that drive customer satisfaction and adoption of the product, as well as customer self-sufficiency.
• Work closely with internal counterparts including Sales, Delivery, Tech & Product, and Support to ensure a seamless customer experience.
• Drive customer retention as the primary objective, working to improve retention rates.
• Establish and maintain regular touchpoints with assigned customers.
• Execute on success metrics for the program(s), track and iterate to optimize metrics.
• Facilitate webinars on best practices, solutions, feature demonstrations, or training on new product releases.
• Identify and address customer risks or issues in a timely manner, leveraging internal resources to resolve concerns and protect retention.

Skills

Customer relationships

SaaS experience

Dutch & English

Cross-functional collaboration

Organization & time management

Job description

SPS Commerce is seeking a Customer Success Manager I to support a growing customer base and partner with our Customer Success teams to develop programs that drive customer success and engagement. You will manage communications through emails, webinars, Community, user groups, and other channels, while providing feedback to Product and Support based on customer input.

The role emphasizes retention, cross-functional teamwork with Sales, Delivery, Tech & Product, and Support, and requires strong