Enterprise Customer Success Manager

📍This is a hybrid position based at our HQ in Eindhoven (at least 2-3 times per week at the office)

This Is What You Say At Parties 👋

Sendcloud is the complete shipping platform for e-commerce – enabling retailers, marketplaces, and fulfilment 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.

The challenge 🏆

At Sendcloud we are building Europe's nr. 1 shipping platform for e-commerce businesses to help our customers save time, effort, and money on one of the most frustrating and time consuming processes in online sales: logistics.

Our Enterprise Customer Success team makes sure that our customers are getting the help they need to grow their business and reduce the stress around sending shipments and accepting returns. We are on a mission to make their logistics process as simple as possible.
We’re looking for a commercially minded person to strengthen our team of Enterprise Customer Success Managers.

In this role you will be the eyes and ears of the Enterprise business customers inside of Sendcloud. You make sure that we are providing all the help to our customers to make the most out of our logistics solution as well as ensuring that internally we are aligned with our customer’s needs by providing routine open and honest feedback to our development team about what our customers need to grow.

What You Will Do In This Role 🧐

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.

• Deliver a white-glove customer experience to new and existing Enterprise customers on the scope of billing, licensing, pricing, and account management.

• Provide timely and accurate responses to customers while anticipating future needs and building confidence in our solution.

• Maintain a consistent schedule of communicating with Enterprise customers about their adoption of the Sendcloud solution, customer satisfaction, and opportunities for deeper engagement.

• Identify opportunities for Enterprise customers to act as Sendcloud advocates (e.g. testimonials, case studies).

• Collaborate closely with our Enterprise Account Executives to support onboarding, renewals, and expansion opportunities.

• Be the voice of our Enterprise customers inside of Sendcloud to ensure their needs are well represented.

Our perfect match 💗

• Great social and communication skills! In Dutch and as well as English (written and speech)

• You are a high-energy, charismatic, and creative self-starter with a desire to learn, lead, and perform in a high-velocity, highly-dynamic, and multicultural work environment.

• Deep understanding of customer success principles (people, process, technology) and best practices. 

• Experience in building and maintaining relationships with Enterprise customers (accounts), while working to mitigate churn and drive engagement and renewals.

• Experience in facilitating customer meetings and presenting to an Executive-level audience in a concise, inspirational, and convincing manner.

• Experience in maintaining trust during complex or escalated customer situations.

• Experience working with Enterprise customers (accounts) within a SaaS and/or E-commerce environment is a huge plus! 

You want to grow along with Sendcloud and understands that full-time availability (40 hours per week) is required

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 🎉

• Working in an internationally oriented, fast-growing, certified Great Place to Work (4th place of NL Large companies category)! 📌

• A flexible hybrid working model and a dedicated 500€ budget to set up your home office 🏠  

• On target earnings to earn on top of your base salary

• 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! 🛍