Digital Customer Success Manager

Are you seeking an exciting Customer Success opportunity within eCommerce? Join our dynamic team at our Utrecht office! We’re currently looking for two new team members to form our new Digital Customer Success team. 🔥

As part of this completely new team, which consists of two (Senior) Digital Customer Success Managers, you will report to the Head of Customer Success. Our mission is to grow the Net Revenue Retention for currently unmanaged customers with lower MRRs, referred to as Persona. And you will carve out this new function together with your colleague, the Head of Customer Success and other stakeholders from e.g. Product Marketing, Revenue Operations, Customer Education and Support.

You will be part of the Customer Success department. This department consists of three other teams: Benelux Customer Success Management, International Customer Success Management and Technical Account Management.

Your job

Your purpose in this role is to help Channable achieve its growth targets sustainably by delivering value to customers at scale through a personalized digital customer experience. 🌎

Together with one other (Senior) Digital Customer Success Manager, you will own the Net Revenue Retention target on our Persona portfolio of approx 5.000 customers. You won’t be interacting with these customers 1:1, but with a 1:many approach. You identify churn risks and growth opportunities and define initiatives to impact customer value, churn and upsell. You will realize these initiatives and analyze the impact. Some initiatives will be larger projects together with other teams. An example: driving a program together with the Customer Education team to increase the number of completed Channacademy courses and to implement a certification program. You will also deliver smaller initiatives yourself. This could be for instance initiating and promoting a webinar on Marketplaces, or translating and sharing a knowledge article for the Italian market. 

The mentioned initiatives are just examples. You are the expert, you will find the insights and you will come with the right solutions. You will measure the impact of all initiatives and ensure continuous optimization. And while your main focus is on your own portfolio, your initiatives will also impact the broader customer base. Therewith you help the CS team to drive NRR and efficiency. 🌱

What you’ll bring

• At least 2 years of experience in Digital Customer Success or similar roles (Customer Success Manager, Business Analyst, or roles in Sales, or in Marketing);

• Strong analytical skills, including data analysis and problem-solving;

• Technical affinity: understanding tools like Hubspot, Intercom, Metabase, and/or other tools such as CRMs, CSPs, BI tooling, webinar tools, community solutions, etc., and being able to set up reporting, workflows, and automation;

• Strong communicator, capable of both creating content and ensuring internal collaboration with other departments (Product Marketing, Revenue Operations, Customer Education, Support, CS, etc.);

• Affinity with and/or understanding of e-commerce, brands, and digital agencies.

Some practical things we expect from you:

• You have excellent written and spoken English skills, and preferably an additional European language;

• You’re available for at least 4 days a week (32 hours);

• You are willing to come to our Utrecht office for two days/week;

• You have a valid work permit for the Netherlands or EU citizenship;

• You live in (or close to) Utrecht, or are willing to move.

Who are we?

Being part of our team means working with diverse and fun people who trust and help you along the way. Channable was founded 10 years ago in the heart of Utrecht. We are now a strong team of +250 diverse individuals, more than +40 nationalities, and a brand new and vibrant HQ in Utrecht, serving customers all over the globe. We're also operating from other offices including New York City, Berlin, and Aarhus.

Joining Channable means you’re looking for a bit more than just a job. We like spending time with each other. Be that in the office, our Channabar, or in one of our internal chats. We’re open-minded and down-to-earth people. We’re super proud that everyone adds their own special spice to Channable’s culture. Diverse as we are, we all share our love for growth, to help, to take ownership, and create an awesome journey together. Feel free to take a further look at our Instagram, Facebook or LinkedIn! Give our Culture Playbook a read.

What do we offer?

• The base salary is gross between €3.100 and €4.000 per month based on a 40-hour workweek. The salary is determined based on experience. 💸💸

• In addition to your base salary, you will receive a performance bonus that can go up to 25% of your salary, paid out quarterly

• 8% holiday allowance - 8% of your yearly salary, which is paid together with the May salary

• Annual L&D budget of € 1000 to spend on anything you want to learn. You can take full advantage of this to grow professionally.

• Saving for old age - we have a saving scheme for old age which can accrue up to 5% of your monthly salary

• Traveling to our office? No problem, we got you covered (NS Business Card, or €0,23 per km if you decide to use a different means of transport) 🚆

• To work in a beautiful historic and fully renovated office in the heart of Utrecht & with a flexible hybrid working policy of (minimum 2 days in the office) 🏡

• Since you can work from home, we will provide home office supplies 🖥️⌨️

• 26 vacation days + 2 reload days based on 40 hours

• We offer a 3-week-long workcation; and an additional 3 weeks, if you live as an expat in the Netherlands! 🍹

• Having flexible working hours means starting your day between 8.00 - 10.00 am 🕰️

• We want you to feel good - please feel free to use our discounted Urban Sports Club subscription

• You have free & anonymous access to the OpenUp platform and psychologists. This free service is also available to your family members

• Are you going to become a parent? We think it is important that you spend time with your newborn. Enjoy 5 weeks of 100% paid partner leave!

• At Channable, our Chef and Commis Chef prepare fresh meals Monday to Thursday, catering to all dietary needs - including vegan, vegetarian, and gluten-free - to keep our team fueled and inspired!

• Channaweekend (yes, in 2025 we go for a long weekend with all our colleagues from all over the world 💜🔥)

• Additional working conditions like massages, in-office bar (Channabar), parties, sports teams (even personal training sessions at our Channagym), video games, and many more!

How can you introduce yourself to us?

Are you interested? Please apply by clicking on the "apply now" button below. Please send your application in English.

If it's a match, Judit will get in touch with you for an introduction call. After that, you'll be invited for 3 rounds of interviews.

Please note that after the 3rd round of interviews; we'll do reference checks as well.

Contact by job agencies and recruiters will not be appreciated. Each recruiter or headhunter who approaches us agrees with a donation of €250 for Make-A-Wish.

At Channable, we strive to create and foster an environment of belonging and collaboration. We believe in diverse and inclusive teams.