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 a new team member for the Digital Customer Success team. 🔥

As part of the team, you will report to Sophie, Team Lead Digital Customer Success, and work alongside Kasia, Sr. Digital Customer Success Manager, and Sara, Digital Customer Success Manager. You’ll be part of the Customer Success department, which consists of three other teams: Benelux Customer Success Management, International Customer Success Management and Technical Account Management.

Your job

The purpose of the role is to execute and maintain highly efficient, data-driven mass client communication, driving Net Revenue Retention (NRR) in the Persona segment by supporting the Team Lead with operational tasks. 🌎

You are a core operator and an essential hands-on contributor to Channable's scaled customer success motion. Your primary focus is on the execution, maintenance, and day-to-day operation of digital client communications and journeys for our Persona customer segment (long-tail). You will reliably run campaigns designed to drive retention and expansion, ensuring thousands of customers find continuous value in the Channable product.

Main responsibilities

• Build, implement, and maintain automated digital client communication campaigns (email, in-tool, webinars) that are

planned by the team.

• Set up and deploy localized and segmented digital customer journeys through Hubspot and Intercom.

• Own and optimize the integrity of the marketing contact database, focusing on improving opt-in processes, streamlining opt-out management, and ensuring overall data hygiene and compliance in our CRM and outreaches.

• Execute and monitor the day-to-day running of all scaled customer-facing communication channels (email, in-product, webinars), excluding support communications.

Operational Monitoring & Collaboration

• Monitor the performance and health of active digital touchpoints, performing routine checks to ensure seamless operation.

• Track and compile data on campaign conversion rates, feature adoption and successful client activation, reporting findings to team

lead.

• Collaborate with RevOps, Customer Education, Product marketing and Growth teams to create and deliver educational and commercial content to our Persona Segment.

Visible and measurable success in this role will be measured against

• Scaled NRR Contribution: NRR on the Persona segment portfolio (direct ownership) and contribution to NRR in CS Managed portfolio (indirect impact).

• New MRR growth: create new business in the overall CS portfolio size (Persona & Managed) enabled by Scaled CS initiatives.

• Campaign delivery & health: Successful and error-free execution and maintenance of digital customer journeys and communications.

• Digital engagement & conversion: Conversion rates of scaled campaigns, focusing on adoption, upsell/cross-sell via digital touch points and successful client activation.

• Operational support: Contribution to creating scaled efficiency for the dedicated CSM teams by ensuring automation runs smoothly.

What you’ll bring

• 1-3 years of hands-on experience in digital marketing, email marketing or customer success operations, preferably in a SaaS

environment.

• Experience in building, deploying, and managing digital campaigns (email, in-app messaging).

• Hands-on technical proficiency with marketing/sales automation and CRM platforms (HubSpot experience required, Intercom is a pre).

• Strong aptitude for data analysis to interpret campaign results and maintain accurate segmentation.

• Strong customer centric mindset.

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 in 2014 in the heart of Utrecht. We are now a strong team of 320+ 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 do?

Channable is a fast-growing B2B SaaS platform that offers a fully integrated way to market your products online. We empower marketers and online businesses to manage, scale, and optimize their marketing.

What do we offer?

• Salary: Total OTE (100%) is between €3,776 and €4,706 gross per month based on 40 hours.

OTE (On Target Earnings) consists of 80% gross base salary and 20% commission.

• Base salary: The base salary is gross between €3,210 and €4,000 (80%) per month based on a 40-hour workweek. The salary is determined based on experience.

• Bonus: 20% performance bonus is gross between €566 and €706 (20%) per month based on a 40-hour workweek.

• 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) 🚆

• Our beautiful, fully renovated historic office in central Utrecht offers a hybrid working policy, requiring just two days in the office per week.

• 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! To round out the week, Fridays feature delicious ordered-in sandwiches and salads. Or, you can go to the city center to get the lunch of your choice.

• Channaweekend - Every year we go for a long weekend with all our colleagues from all over the world. 💜🔥

• Channaweek - We believe in bringing people together. That’s why we organize global events like Channaweek where our entire international team gathers in Utrecht to connect and learn from one another.

• Additional working conditions like massages, in-office bar (Channabar), parties, 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.

Interview steps:

1. If it's a match, Judit will get in touch with you for an introduction call (25 minutes)

2. After that, you’ll be invited for an interview with Sophie & Kasia for an online conversation (60 minutes)

3. Next, you'll have an assignment interview at our office with Sophie & Io (60 minutes)

4. Please note that after the interviews, and before the offer stage, we’ll conduct reference checks

We look forward to hearing from you!

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.