Customer Success Manager - International

📍This is a hybrid position based at our HQ in Eindhoven (1-3x per week at the office)

Join Sendcloud: Empower E-commerce Shipping

Sendcloud is the complete shipping platform for e-commerce – enabling retailers, marketplaces, and fulfillment companies to scale their operations while delivering great shipping experiences. We are Europe’s leading shipping platform. Trusted by over 25,000 e-commerce businesses, Sendcloud is on a mission to solve shipping globally.

About the job 💼

At the Customer Success team within Sendcloud we enable our customers to get the most out of our shipping platform and service. We do this by ensuring that our customers implement the key features of our platform, advise them on the carrier(s) that best fit their needs and serve as a knowledge partner within the E-commerce industry connecting not only our own solutions but also that of our many partners. All with the intention of growing our customers' business. Because the success of our customers is our success :)

With this strategy we aim to minimise the risk of our customers leaving, and seek opportunities to grow our existing user base. By working closely with our customers day-in day-out we know their struggles and use cases all too well. That is why the Customer Success team serves as a bridge towards the internal organisation. Ensuring that we continue optimising our platform in the best possible way.

What You Will Do In This Role 🧐

As a Customer Success Manager your primary responsibility is the health of your own portfolio of customers. You’ll be accountable for the retention and expansion within your own portfolio. You’ll be mainly doing this by:

• Consultation: Understand customer needs and goals and translate them into action plans
• Partner up with customers to uncover growth opportunities and/or value gaps
• Link customer business objectives and the adoption of Sendcloud’s key features
• Be a strategic partner to the customer on their logistical and technical challenges
• Enable customer to achieve success by helping customers grow their business
• Work with customers and cross-collaboratively with the different Sendcloud teams to deliver against success criteria
• Build solid relationships through regular proactive health checks, phone, and email correspondence to ensure a positive business impact

Our perfect match 💗

• Bachelor's degree
• About 5 years of relevant experience gained in supply chain/logistics environment and/or E-commerce
• Excellent customer relationship and management, interpersonal relationships, leadership, negotiation and communication skills
• Be commercially driven: Track record in sales, quota attainment or in successfully grown a book of business
• Experience collaborating cross-departmentally to deliver comprehensive solutions for customers
• Fluent in English and a second language such as Dutch/French/German
• Eligible to work in the Netherlands (EU)

You share our core values;

• 💩 No bullshit: We don’t like big egos, we like honesty, transparency & openness. Share your mistakes with us and learn from them!
• 🎯 Grow & Win: Keep on learning and improving, from each other, mistakes and by actively searching for ways to keep on developing your skills
• 🎠 Have fun: You are not afraid to be yourself and you love to be surrounded by your awesome colleagues!

Benefits 🎉

• A flexible hybrid working model and a dedicated 500€ budget to set up your home office 🏠
• A good base salary that grows with the company and your accomplishments
• An additional bonus agreement
• After 3 years of employment, you get a sabbatical of 4 weeks from us
• Keep growing with a study budget of €2000,- per year!
• Stay fit in our Sendcloud gym and weekly bootcamp sessions!
• Pension scheme
• Discount on health insurance
• Access to many different discount programs, shop til you drop! 🛍

We want our people to be and become the best version of themselves. That’s why we offer you an awesome perks and benefits package to enjoy on—and off—the job.