Senior Customer Success Manager (SaaS / Remote / Dutch)

Ready to own it, build it, and grow it?

The Mission

Publitas turns static, dead PDFs into interactive, shoppable digital content discovery experiences for millions of global shoppers. The Benelux market is our crown jewel; we own roughly 90% of the market share in the Netherlands, servicing massive enterprise retail and e-commerce giants.

As our Senior Customer Success Manager for the Dutch market, your mission is to protect, retain, and grow this enterprise portfolio. You are not a passive relationship manager or an email forwarder. You are a commercially savvy strategic advisor who understands retail marketing campaigns, tracks account health data like a hawk, and ruthlessly protects our net retention rate (NRR). You will own the client lifecycle from initial onboarding value to complex commercial renewals, executing with flawless administrative precision in a high-autonomy, remote-first environment.

What Success Looks Like (Your First 90 Days)

We judge our customer success team by strategic depth, operational hygiene, and portfolio retention—not by how many cozy "vibe check" calls they schedule. Here is what you will achieve in your first 3 months:

• Day 30: You have completely mastered the Publitas product suite, our data feed integrations, and our internal CRM/HubSpot workflows. You have audited your assigned portfolio of 25–35 enterprise Dutch accounts and identified your top 5 churn-risk clients based on risk signals, business context and product adoption. Your administrative entries are flawless and error-free.
• Day 60: You are independently leading business and account reviews with head-of-marketing and e-commerce directors. You are executing shadowed calls with strict diagnostic accuracy—uncovering client business objectives, mapping their tech stacks, and catching product adoption blockages early without any internal hand-holding.
• Day 90: You fully own the Dutch market pipeline. You have successfully processed your first enterprise renewal contract independently, identified at least two clear expansion/up-sell opportunities, and delivered structured, data-driven optimization plans and created clear action plans which include clear return on investment (ROI) and value to your clients.

Requirements

The DNA of a CSM at Publitas (Culture & Ownership)

• 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.

The Non-Negotiables

• 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.
• 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.

What We Offer You to Win

• 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.

At Publitas, we see AI as a core lever for performance, efficiency, and innovation. We expect all team members to actively use AI in their daily work to improve quality, speed, and output.

Depending on the role, this ranges from effectively using AI tools in day-to-day workflows to designing and scaling AI-driven systems. We are not looking for candidates who are “AI-curious”; we look for people who already use AI to do better work and can demonstrate tangible impact.