Manager CSM

ChannelEngine; Leiden; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Equity benefits

Mental healthcare support

6% pension contribution

Autonomy in decision making

Financial coaching

Wellbeing activities

Job summary

ChannelEngine is seeking a Manager CSM to lead a team of nine Customer Success Managers. You will own the Mid-market segment, approximately 400 accounts, and drive 60% of ARR through renewals, upsell and expansion while reducing churn.

You will coach and develop your team with data-driven engagement, run regular 1:1s and performance reviews, and collaborate with AEs, RevOps, Enablement, Sales, Product, Delivery and Support to ensure optimal customer outcomes.

Qualifications

• 6+ years in customer success, account management, or a client-facing SaaS role.
• 3+ years of people management experience.
• Proven track record of owning commercial outcomes: renewals, upsell, expansion, and churn management.
• Hands-on experience with CRM and CS tooling, ideally HubSpot.
• Data-driven by default: you use metrics to prioritise, not just to report.
• Exposure to AI tools and a genuine curiosity about how they can improve team performance and customer outcomes.

Responsibilities

• Lead, develop and inspire a team of nine CSMs.
• Own the Mid-market customer segment (~400 accounts, 60% of ARR) and drive NRR growth via upsell and GMV expansion.
• Coach the team to deliver data-driven customer engagement; run structured 1:1s and performance reviews.
• Manage churn and account health across the Mid-market book; identify skill gaps with Enablement to close them.
• Own the team's NRR, GRR, upsell and retention targets; collaborate with AEs, RevOps, Enablement, Sales, Product, Delivery, and Support.
• Be the voice of the Mid-market customer in cross-functional discussions.

Skills

Customer success experience

People management

Renewals & upsell

Data-driven

AI tools awareness

Tools

HubSpot

CRM tools

Job description

We’re looking for a Manager to lead our team of Mid-market CSMs Our Customer Success team is responsible for helping our customers take their marketplace presence to the next level.

What will you do as Manager CSM?

Your role will be to lead, develop, and inspire a team of nine CSMs, while owning ChannelEngine's largest customer segment, Mid-market: approximately 400 accounts and 60% of ARR. Key focus areas include coaching your team to deliver consistent, data-driven customer engagement, driving NRR growth through upsell and GMV expansion, reducing churn, and managing account health across the full Mid-market book. You'll run structured 1:1s, performance reviews, and team rituals that drive real accountability and career progression, while identifying skill gaps and working with Enablement to close them.

You'll own the team's NRR, GRR, upsell, and retention targets, using HubSpot, TALs, and RevOps collaboration to keep the segment's commercial performance on track. Collaboration is key as you'll work cross-functionally with AEs, RevOps, Enablement, Sales, Product, Delivery, and Support, and serve as the voice of the Midmarket customer in those conversations.

What makes you the ideal Manager CSM?

• 6+ years in customer success, account management, or a client-facing SaaS role,
• 3+ years of people management experience - you’ve led a small team, know what good coaching looks like in practice, and have a track record of developing people across different levels and helping them grow further in their role,
• Proven track record of owning commercial outcomes: renewals, upsell, expansion, and churn management,
• Hands-on experience with CRM and CS tooling, ideally HubSpot. Comfortable building reports, lists, and workflows - not just reading them,
• Data-driven by default: you use metrics to prioritise, not just to report,
• Exposure to AI tools and a genuine curiosity about how they can improve team performance and customer outcomes,
• Currently living within commuting distance of Leiden.

Nice to have (but not essential)

• E-commerce or marketplace experience.

Why you’ll love working here

• You’ll be working in an open and collaborative company with +/-200 colleagues of over 40 different nationalities
• We want to make sure everyone is supported mentally and emotionally which is why we provide free access to mental healthcare support
• We’ll contribute 6% to your pension fund
• Plenty of autonomy: we empower people to make independent decisions and take ownership of their work and projects
• You’ll be granted equity benefits and have access to financial coaching so that we can grow together
• Our Happy & Healthy Team organises numerous wellbeing initiatives to keep us all… happy & healthy, including various social activities such as bouldering, ice-skating, game nights, and picnics

Excessive AI use in CVs and cover letters is discouraged. We’re most interested in hearing your genuine voice and understanding the person behind the application.