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.

Digital Customer Success Manager

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 the 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 touchpoints 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 plus).
• Strong aptitude for data analysis to interpret campaign results and maintain accurate segmentation.
• Strong customer-centric mindset.

Some practical things we expect from you:

• Excellent written and spoken English skills, and preferably an additional European language.
• Available for at least 4 days a week (32 hours).
• Willing to come to our Utrecht office for two days/week.
• Valid work permit for the Netherlands or EU citizenship.
• Live in (or close to) Utrecht, or 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.

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?

• OTE (On Target Earnings) consists of 80% gross base salary and 20% commission.
• 8% holiday allowance (paid together with the May salary).
• Annual L&D budget of €1000 to spend on anything you want to learn.
• Saving for old age: a saving scheme which can accrue up to 5% of your monthly salary.
• Travel allowance (NS Business Card, or €0.23 per km if you use a different means of transport).
• Hybrid working policy from our fully renovated historic office in central Utrecht, requiring two days in the office per week.
• Home office supplies provided.
• 26 vacation days + 2 reload days (based on 40 hours).
• 3-week-long workcation, plus an additional 3 weeks if you live as an expat in the Netherlands.
• Flexible working hours (start between 8.00 and 10.00 am).
• Discounted Urban Sports Club subscription.
• Free & anonymous access to the OpenUp platform and psychologists (also available to family members).
• 5 weeks of 100% paid partner leave.
• Fresh meals Monday to Thursday prepared by our Chef and Commis Chef (including vegan, vegetarian, and gluten-free options); Fridays feature ordered-in sandwiches and salads, or you can choose lunch in the city center.
• Channaweekend: every year we go for a long weekend with all colleagues from all over the world.
• Channaweek: global events 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, personal training sessions at our Channagym, video games, and more.

Please be alert of recruitment scams!

Channable does not use WhatsApp messages to offer positions. We will never request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you are asked for any of the above, if you believe someone is posing as a Channable employee, or if you notice signs of misuse, please contact Channable via privacy@channable.com.