Mid-Market CSM Lead & Growth Manager

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

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.