Senior Customer Success Manager (SaaS / Remote / Dutch)

Ready to own it, build it, and grow it?

The Mission

Publitas turns static, dead PDFs into interactive, shoppable digital content discovery experiences for millions of global shoppers. The Benelux market is our crown jewel; we own roughly 90% of the market share in the Netherlands, servicing massive enterprise retail and e-commerce giants like Albert Heijn and Hornbach.

As our Senior Customer Success Manager for the Dutch market, your mission is to protect, retain, and grow this enterprise portfolio. You are not a passive relationship manager or an email forwarder. You are a commercially savvy strategic advisor who understands retail marketing campaigns, tracks account health data like a hawk, and ruthlessly protects our net retention rate (NRR). You will own the client lifecycle from initial onboarding value to complex commercial renewals, executing with flawless administrative precision in a high-autonomy, remote-first environment.

What Success Looks Like (Your First 90 Days)

We judge our customer success team by strategic depth, operational hygiene, and portfolio retention—not by how many cozy "vibe check" calls they schedule. Here is what you will achieve in your first 3 months:

• Day 30: You have completely mastered the Publitas product suite, our data feed integrations, and our internal CRM/HubSpot workflows. You have audited your assigned portfolio of 25–35 enterprise Dutch accounts and identified your top 5 churn-risk clients based on risk signals, business context and product adoption. Your administrative entries are flawless and error-free.

• Day 60: You are independently leading business and account reviews with head-of-marketing and e-commerce directors. You are executing shadowed calls with strict diagnostic accuracy—uncovering client business objectives, mapping their tech stacks, and catching product adoption blockages early without any internal hand-holding.

• Day 90: You fully own the Dutch market pipeline. You have successfully processed your first enterprise renewal contract independently, identified at least two clear expansion/up-sell opportunities, and delivered structured, data-driven optimization plans and created clear action plans which include clear return on investment (ROI) and value to your clients.