Manager CSM

We’re looking for a Manager to lead our team of Mid-market CSMs 🚀 Our Customer Success team is responsible for helping our customers take their marketplace presence to the next level.

What will you do as Manager CSM?

Your role will be to lead, develop, and inspire a team of nine CSMs, while owning ChannelEngine's largest customer segment, Mid-market: approximately 400 accounts and 60% of ARR. Key focus areas include coaching your team to deliver consistent, data-driven customer engagement, driving NRR growth through upsell and GMV expansion, reducing churn, and managing account health across the full Mid-market book. You'll run structured 1:1s, performance reviews, and team rituals that drive real accountability and career progression, while identifying skill gaps and working with Enablement to close them.

You'll own the team's NRR, GRR, upsell, and retention targets, using HubSpot, TALs, and RevOps collaboration to keep the segment's commercial performance on track. Through a hands-on player-manager approach, you'll personally manage a small number of lower-complexity accounts, keeping your product knowledge sharp, maintaining a direct feel for the customer journey, and leading by example. 🎉

Collaboration is key as you'll work cross-functionally with AEs, RevOps, Enablement, Sales, Product, Delivery, and Support, and serve as the voice of the Mid-market customer in those conversations.

What makes you the ideal Manager CSM?

• 5+ years in customer success, account management, or a client-facing SaaS role
• 1-3 years of people management experience - you’ve led a small team and know what good coaching looks like in practice
• Proven track record of owning commercial outcomes: renewals, upsell, expansion, and churn management
• Hands-on experience with CRM and CS tooling, ideally HubSpot. Comfortable building reports, lists, and workflows, not just reading them
• Data-driven by default: you use metrics to prioritise, not just to report
• Exposure to AI tools and a genuine curiosity about how they can improve team performance and customer outcomes
• Currently living within commuting distance of Leiden

Nice to have (but not essential)

• E-commerce or marketplace experience

Why you’ll love working here

• You’ll be working in an open and collaborative company with +/-200 colleagues of over 40 different nationalities 🌎
• We want to make sure everyone is supported mentally and emotionally which is why we provide free access to mental healthcare support
• We’ll contribute 6% to your pension fund
• Plenty of autonomy: we empower people to make independent decisions and take ownership of their work and projects
• You’ll be granted equity benefits and have access to financial coaching so that we can grow together 🌱
• Our Happy & Healthy Team organises numerous wellbeing initiatives to keep us all happy & healthy, including various social activities such as bouldering, ice-skating ⛸️, game nights 🎲, and picnics 🍽️