Manager, Customer Success — SMB & Mid-Market

DataSnipper

Amsterdam

Hybrid

EUR 120,000 - 180,000

Full time

11 days ago

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Benefits offered by this job

Equity

Pension plan

28 vacation days

Hybrid work model

Fresh lunches

NS business card

Global team

DataSnipper events

OpenUp wellness

Job summary

DataSnipper is seeking a Senior Customer Success leader to own SMB and Mid-Market segments, leading multilingual CS teams across regions. You will shape our customer success motions and drive strategic execution.

In this hybrid Amsterdam role, you will design scalable programs, champion tooling adoption, and partner with Sales, Product, and Marketing to maximize retention and expansion. Join a high-growth, global team and influence CS strategy across markets while delivering outstanding customer

Qualifications

7+ years of SAAS customer success or related field.
3+ years in progressive management roles in B2B.
Experience leading SMB and Mid-Market segments is a plus.
Proven track record building and scaling CS programmes.
Strong commercial acumen with ARR, NRR focus.

Responsibilities

Lead SMB and Mid-Market CSM teams across regions.
Develop leadership culture with high performance and accountability.
Recruit CS talent aligned to language and regional needs (e.g. DACH, EMEA, APAC, NAM).
Own net revenue retention and expansion targets for SMB and Mid-Market.
Design and evolve differentiated CS motions: tech-touch for SMB; personalized engagement for Mid-Market.
Translate strategy into segment-level operational plans with clear priorities.
Balance short-term commercial outcomes with long-term customer health and value.
Build scalable CS frameworks, onboarding playbooks, and QBR structures.
Champion adoption of tooling to improve efficiency and insights.
Partner with Sales on handoff quality and expansion pipeline.
Collaborate with Product to surface customer feedback for roadmaps.
Align with Marketing on campaigns and content.
Represent SMB and Mid-Market customers at leadership level.

Skills

SAAS experience

Team leadership

Cross-functional collaboration

Multilingual teams

Data-driven decision making

Tools

Vitally

HubSpot

Gong

Job description

About the Role

DataSnipper is the intelligent automation platform purpose-built for audit and finance professionals. As we scale our customer base globally — across SMB and Mid-Market segments — we are looking for a Senior CS leader who can operate at both the strategic and execution layers of our business.

The Manager of Customer Success, SMB & Mid-Market is a critical leadership role responsible for owning two distinct but complementary customer segments. You will lead multiple teams of CSMs across different regions and languages, design segment-specific success motions, and act as a key voice of the customer to the broader organisation. You are expected to shape how CS is done at DataSnipper — not just run the playbook, but evolve it.

About DataSnipper

Audit and finance are still massively manual, and we are on a mission to change that. DataSnipper is a $1B bootstrapped unicorn with 600,000+ users across 180+ countries, already embedded in the daily workflows of top audit and accounting firms worldwide.

We build software that automates the repetitive, time-consuming work that holds audit and finance teams back. Our platform works in and outside of Excel, connecting to real documents and audit evidence so teams can work faster, with full traceability and confidence.

With AI and Agents at the core of our product vision, we are helping teams move from manual execution to intelligent, automated workflows. We are not just building software. We are transforming how audit gets done. If you want to build something category-defining at scale, this is the place.)

What You Will Do

People Leadership & Team Development

Lead, coach, and develop multiple teams of SMB and Mid-Market CSMs, including team leads where applicable
Build leadership and foster a culture of high performance, continuous feedback, and shared accountability across geographically distributed teams
Recruit top CS talent aligned to the language and regional needs of each segment (e.g. DACH, EMEA, APAC, NAM)

Segment Strategy & Execution

Own net revenue retention, customer health scores, and expansion targets across SMB and Mid-Market segments
Design and evolve differentiated success motions: tech-touch and digital programs for SMB; more personalized, outcome-led engagement for Mid-Market
Translate organizational strategy into segment-level operational plans with clear priorities, metrics, and accountability
Balance short‑term commercial outcomes with long‑term customer health and lifetime value

Scalable Programs & Playbooks

Build and continuously improve CS frameworks, onboarding playbooks, QBR structures, and digital engagement programs
Lead the design of scalable success infrastructure that can support a growing, multilingual customer base
Champion the adoption of tooling (e.g. Vitally, HubSpot, Gong) to improve team efficiency and insight quality

Cross‑Functional Influence

Partner with Sales on handoff quality, expansion pipeline, and segment‑specific GTM strategy
Collaborate with Product to surface structured customer feedback that influences roadmap decisions
Align with Marketing on customer campaigns, case studies, and segment‑specific content
Represent the SMB and Mid‑Market customer base at a senior leadership level, advocating for their needs with authority and data

Data, Insights & Accountability

Synthesize data across your teams to identify risks, opportunities, and performance patterns at scale
Own forecasting and reporting for both segments presenting to leadership with clarity and confidence
Proactively address cross‑team dependencies and escalations, resolving complexity at the right level

What You Bring

7+ years of SAAS customer experience, with at least 3–4 years in progressive management roles in B2B
Demonstrated experience leading multiple teams or a function, ideally across different customer segments (SMB and/or Mid‑Market)
Proven track record of building and scaling CS programmes that drive measurable retention and expansion outcomes
Experience designing both high‑touch (Mid‑Market) and tech‑touch/digital (SMB) customer success motions
Strong commercial acumen — you understand ARR, NRR, expansion levers, and how CS drives business outcomes
Highly cross‑functional: comfortable influencing Sales, Product, and Marketing without direct authority
Skilled at operating across regions and time zones; experience managing multilingual teams is a strong plus
Data‑driven decision‑maker with experience using CS platforms and CRMs (Vitally, HubSpot, Gong, or similar)
Experience in audit, finance, or professional services software is a strong advantage

Why DataSnipper

Category‑defining product in a high‑growth, global market
A CS team that is genuinely valued as a strategic business driver — not a cost centre
Real scope and autonomy to shape how we do CS at scale
A global team with diverse languages, backgrounds, and approaches to customer success
Competitive compensation, generous PTO, and a commitment to your growth

What We Offer

Be part of one of the fastest‑growing, profitable unicorn scale‑ups in the Netherlands with a global impact.
Equity (Stock Appreciation Rights) to share in the company's success and growth.
Pension plan with a 6% contribution on top of your base salary.
28 vacation days per year (full‑time) to support your work‑life balance.
Hybrid work model with at least 3 days onsite in our dynamic Amsterdam office.
Daily, freshly prepared lunches by our in‑house chef to keep you energized.
NS business card for easy commuting to the office.
Engage with a vibrant international team spread across seven global offices.
Company‑wide events like DataSnipper GO, where global teams come together.
Access to OpenUp, a mental health and wellness platform supporting your wellbeing.