Description:
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!
Position Summary:
The Customer Success Manager I will support our growing customer base and partner with Customer Success teams to develop programs that drive customers’ success and engagement. Programs are driven through various one-to-many channels including email, webinars, Community, user groups and more. The Customer Success Manager provides both quantitative and qualitative feedback to the Product and Support teams based on feedback from our standard customer base.
Essential Responsibilities / Duties
- Create and manage customer programs that drive customers’ satisfaction and adoption of the product, as well as customer self-sufficiency
- Work closely with internal counterparts including the Sales team (upselling and growth), the Delivery team, Tech & Product, and Support teams to ensure a seamless customer experience.
- Drive customer retention as the primary objective, working to improve retention rates
- Establish and maintain regular touchpoints with assigned customers
- Execute on success metrics for the program(s), track and iterate to optimize metrics
- Facilitate webinars on best practices, specific strategic solutions, feature demonstration, or training on new product releases
- Identify and escalate customer risks or issues in a timely manner, leveraging internal resources to resolve concerns and protect retention.
Minimum Requirements
- Minimum 1–3 years of commercial, customer-facing experience in a relevant role (e.g., account management, customer success, or similar)
- Fluency in both Dutch and English
- Experience working within a SaaS environment
- Demonstrated ability to manage and nurture customer relationships reactively, responding to triggers such as health score changes or customer issues
- A clear understanding of customer retention principles and the ability to drive measurable improvements in retention metrics
- Ability to work effectively across cross-functional teams including Sales, Delivery, Tech & Product, and Support
- Excellent organization and time management skills
Preferred Experience
- Proficiency in one or more additional European languages (e.g., French, Spanish, Italian, German) is a strong advantage
- Experience managing large portfolios of accounts, ideally in a pooled or scaled customer success model
- ERP or Integration project experience
Location:
Hybrid work opportunity with 2 days per week in the Breukelen office
What We Offer:
At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
Commitment to our Employees:
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
