Customer Success Manager III

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative work environment where innovation and continuous improvement are highly valued.

As a Customer Success Manager III, you act as a trusted advisor and strategic partner to a portfolio of mid-market and enterprise customers across Europe. You are responsible for driving customer value, adoption, retention, and growth by aligning customer business objectives with our solutions.

This role combines hands-on customer engagement with executive-level stakeholder management, ensuring long-term partnerships and measurable outcomes across complex organisations.

You will work cross-functionally with sales, product, and delivery teams to deliver a consistent and high-quality customer experience throughout the customer lifecycle.

Essential Responsibilities / Duties

• Develop and maintain long-term customer relationships as the leader of the ongoing account team for customers based throughout Europe
• Build and maintain relationships at the executive level, both with the customer and within SPS
• Increase customer lifetime value by monitoring customer trading partner onboarding, additions and adoption
• Lead regular business reviews (e.g., QBRs/EBRs) with clear outcomes and next steps
• Identify opportunities to expand customer value through cross-sell, upsell, and adoption growth
• Maximize customer lifetime value by aligning with customers to understand their business goals and objectives, creating and managing plans for how SPS and customers achieve that value
• Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams
• Be accountable for a portfolio of 40 mid-market and large enterprise accounts at any given time
• Lead change management events
• Communicate effectively with multiple levels of both SPS and the customer, adjusting the message to the audience
• Serve as the go-to person within SPS and the customer organization for general status and updates
• Monitor and facilitate the customer’s adoption of SPS product features and functions in relation to the customer's overall business needs

Location

Hybrid work opportunity with 2 days per week in the Breukelen office.

Minimum Requirements

• 3+ years of experience in Customer Success, Account Management, or Consulting, ideally in SaaS or technology
• Excellent verbal and written communication skills in Dutch and English
• Proven ability to manage mid-market and enterprise customers
• Proven success collaborating and building strong relationships with customers
• Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews
• Strong presentation skills
• Excellent organization and time management skills
• Experience with complex, multi-stakeholder environments
• Ability to quickly assess and reassess priorities in a changing environment
• Strong listening skills with a thoughtful approach to addressing customer pain points
• Proven ability to manage customer escalations and drive to desired outcome

Preferred Experience

• Professional fluency in written and spoken Dutch (Flemish variant) is highly regarded
• Proven success driving organization-wide initiatives
• Experience in SaaS, retail, supply chain, or digital platforms
• Background in SaaS, consulting, transformation, or change management
• Experience working in international / European environments
• Master’s degree / HBO

What We Offer

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.