Growth Customer Success Manager - Belgium

At Sendcloud, Customer Success is about growing accounts as well as managing them. As a Growth Customer Success Manager, you'll own a portfolio of Belgian merchants and be accountable for both retention and commercial expansion. This role combines strong relationship-building with sharp commercial instincts, and your results will directly shape the company's revenue trajectory.

🌱 Grow and own a portfolio as Growth CSM at Sendcloud Eindhoven. Build trust, boost renewals and expansions, and drive our revenue trajectory. 📈

Sendcloud is Europe's leading e-commerce shipping platform, powering 30,000+ online retailers, marketplaces, and fulfilment companies. The company helps them ship smarter, grow faster, and serve their customers better by building a global shipping platform at scale.

🧐 The Role

• As the Growth CSM for Belgium, you own the full customer lifecycle for your portfolio, from adoption and onboarding through to renewal and expansion.
• Your commercial instincts drive revenue growth within the existing customer base, identifying upsell and cross-sell opportunities before customers have articulated them.
• You serve as the bridge between Customer Success and Commercial teams, ensuring account intelligence flows in both directions and no opportunity falls through the cracks.
• Working with data and customer insights, you design engagement strategies that keep retention high and set every account on a trajectory for growth.

🎯 What you'll do

• Own a portfolio of Belgian customers, acting as their primary point of contact, trusted advisor, and commercial growth partner.
• Drive upsell and cross-sell conversations by identifying expansion signals in your accounts and translating customer data into actionable revenue opportunities.
• Lead renewal processes with confidence: use relationship depth and platform data to hit retention targets and reduce churn.
• Build personalised engagement strategies for each customer segment, ensuring the right outreach reaches the right customer at the right moment.
• Collaborate with Sales, Product, and Operations to resolve blockers, escalate risk, and improve the end-to-end customer experience.
• Use health scores and platform data to proactively identify at-risk accounts and intervene before issues escalate.
• Contribute to the playbooks, processes, and tooling that scale customer success across the team, not just your own book of business.

✅ What you bring to the table

Personally

• You're commercially curious: you don't just want customers to stay, you want them to grow, and you take ownership of making that happen.
• You balance warmth with directness: you build trust quickly and use that trust to have honest, value-driven conversations.
• You thrive managing your own book of business: setting your own priorities, tracking your own metrics, and holding yourself accountable to results.

Professionally

• 1–2 years of experience in Customer Success, account management, or a commercial role, ideally in SaaS, logistics, or e-commerce.
• A demonstrated track record of managing renewals and hitting expansion or upsell targets.
• Fluent in Dutch and English, both written and spoken.
• Bachelor's degree or equivalent, preferably in a commercial or business-related field.
• Comfortable working with CRM and CS platforms (Salesforce, Gainsight, or similar) to manage pipeline and monitor account health.

❤️ Our Values

• 💩 No bullshit: Big egos suck. Be open, honest and transparent. Share your mistakes openly and learn from them. Don’t just talk about problems, solve them.
• 🎯 Grow & win: Be highly curious, adaptable & proactive. Embrace discomfort and change. Keep an open mindset and learn from others. You invest in our growth, so we invest in yours.
• 🎠 Have fun: Work hard, laugh harder. Not everything has to be serious. Be yourself, especially if you’re the good kind of crazy. Sendcloud is an adventure, not a corporate maze, enjoy the ride.

🎉 Benefits

• 🧠 Brain Benefits: €2,000 learning budget, courses, certifications, conferences, and growth in an international team.
• 🌴 Time Benefits: 28 days of paid vacation per year, an extra day off on your birthday, and the option to swap public holidays for meaningful ones.
• ✈️ Sabbatical Benefits: 4 weeks fully paid every 3 years.
• 🏡 Home Benefits: Flexible hybrid model with 3 days per week in office and a €500 home office budget.
• 💪 Body Benefits: Company gym, free lunch every Monday, fresh fruit, and barista coffee.
• 🚌 Travel Benefits: Monthly commuting allowance.
• 🪑 Future Benefits: Pension scheme and employee discount programs.
• 🐾 Vibe Benefits: Dog-friendly office and after-hours drinks at the Sendcloud Bar.