Senior Customer Success Manager – SaaS, Dutch

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Publitas

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🛍️ eCommerce

🤝 B2B

SaaS • eCommerce • B2B

Publitas is a SaaS company that provides a digital catalog and online publishing platform for retailers and brands, enabling the creation and distribution of interactive, shoppable digital catalogs and marketing brochures that integrate with e‑commerce sites. It targets businesses (B2B), helping merchants present product catalogs and promotional content on the web and mobile devices.

📋 Description

• Master the Publitas product suite, our data feed integrations, and our internal CRM/HubSpot workflows. • Audit your assigned portfolio of 25–35 enterprise Dutch accounts and identify your top 5 churn-risk clients based on risk signals, business context, and product adoption. • Independently lead business and account reviews with head-of-marketing and e-commerce directors. • Execute shadowed calls with strict diagnostic accuracy—uncover client business objectives, map their tech stacks, and catch product adoption blockages early without internal hand-holding. • Fully own the Dutch market pipeline, successfully processing enterprise renewal contracts, identifying expansion/up-sell opportunities, and delivering structured, data-driven optimization plans.

🎯 Requirements

• Native-Level Dutch & Fluent English: You will own our most critical regional portfolio; you must be completely fluent, diplomatic, and authoritative in spoken and written Dutch, while collaborating internally in English. • 3+ Years in Enterprise B2B SaaS Customer Success: You have a proven track record managing full-cycle customer success journeys (onboarding, adoption, QBRs, and renewals) for large-scale enterprise accounts. Direct experience in MarTech, retail e-commerce, or marketing agency workflows is highly preferred. • Flawless Attention to Detail: In a remote-first model, your data integrity is your professional reputation. You have exceptional organizational hygiene. You do not rely on lazy copying and pasting, you never mismanage customer admin details, and your written client documentation is clear, accurate, and structured. • Commercially Savvy Problem Solving: You love building authentic relationships, but you never lose sight of the commercial target. You know how to track account health metrics, spot subtle churn signals (like pricing questions or dropping link-clicks), and pivot casual chats into high-value renewal and expansion conversations. • Professional Remote Boundaries: You cherish the remote, flexible lifestyle, but you treat it with high professional respect. You manage your availability to support your team, and you ensure that every enterprise client-facing call is conducted from a quiet, client-ready, professional workspace with stable infrastructure—never from public transit hubs or noisy coffee shops while traveling. • AI-First Execution Mindset: We expect all team members to actively leverage AI to multiply their output. For this role, that means utilizing generative AI tools to rapidly personalize client communications, analyze complex account health datasets, summarize call transcripts, and accelerate documentation velocity.

🏖️ Benefits

• Transparent Compensation: A competitive base salary of €40 000 - €70 000 (geo-bracketed to your location) + a performance-linked variable plan aligned with portfolio NRR and gross retention metrics. • True Remote Autonomy: We work 80% asynchronously using Notion, Asana, and Slack. We don't track your hours or watch your screen, we measure your output, client satisfaction, and commercial results. • Global Team Retreats: We gather our global, distributed team in inspiring cities across the world once a year to connect, align, and celebrate in person. • Premium Workspace & Gear: A top-tier MacBook, high-end remote-ready gear, and a co-working allowance if you choose to work outside your home. • Personal Growth Budget: A monthly wellness allowance, an execution/training budget to sharpen your SaaS skills, and free access to Kindle and Audible books. • Time Off: 25 vacation days plus your local national holidays.