Customer Success Manager ( Remote / SaaS / Dutch ) at Publitas.com B.V.
This position is ideal for you if…
- You possess 3+ years in customer success, account management, or other client-facing positions within a B2B SaaS setting.
- You are fluent in speaking and writing Dutch – this is a firm requirement.
- You are a proactive problem-solver with excellent critical thinking skills and a customer-centric approach.
- You are adept at using tools such as HubSpot, Slack, Zoom, and CRM/Customer Success platforms.
- You excel in a dynamic, fully remote environment and enjoy collaborating with international teams.
- You communicate with clarity, diplomacy, and empathy.
This position is not a good fit if you…
- Require extensive processes or constant direction on what to do.
- Favor routine over adapting to change.
- Are comfortable in a team where average performance is acceptable.
- Have no remote work experience and equate asynchronous work with isolation.
- Tend to wait for approval rather than seizing the initiative.
Job Responsibilities
As a Customer Success Manager at Publitas, your focus will be on Customer Retention, Onboarding, and SaaS client management. Specifically, you will:
- Manage a portfolio of primarily Dutch customers, assisting retail and e-commerce clients in achieving their business objectives using Publitas.
- Grasp each customer's goals, develop customized success plans, and serve as a strategic advisor throughout their lifecycle.
- Promote retention, expansion, and renewals while identifying relevant up-sell and cross-sell opportunities.
- Oversee the onboarding process and product training, ensuring clients launch successfully and realize value quickly.
- Provide proactive support via email and video calls—addressing inquiries, handling customer administration, and guiding users to solutions and value promptly.
- Track key account health indicators and take immediate action to address issues or potential churn risks.
- Work closely with Sales, Support, and Product teams to ensure smooth handovers and a cohesive customer experience.
- Contribute to a culture of continuous learning by sharing insights, customer feedback, and ideas for process enhancement.
Your Profile…
- Customer Advocate: You prioritize client objectives and are dedicated to their success.
- Proactive Problem-Solver: You anticipate challenges and take swift, independent action.
- Strategic Advisor: You provide guidance that extends beyond support, helping customers grow and expand.
- Effective Communicator: You simplify complex topics and navigate difficult discussions with empathy.
- Results-Owner: You are accountable for outcomes, not just completing tasks.
What We Offer to Support Your Success…
- Salary: €45,000–€65,000 per year (gross), based on your experience and location.
- 25 vacation days plus your local national holidays.
- A high-performance MacBook and equipment for remote work.
- A monthly wellness stipend for health-related expenses.
- A Co-Working allowance.
- Coverage for events, training, or courses that directly support your role at Publitas.
- Free books on Kindle and Audible.
- Complimentary Publitas merchandise.
How to Apply…
We do not require CVs or cover letters. Why? Because these documents often fail to reveal your true strengths and potential.
Instead, we pose thoughtful questions that allow you to demonstrate what you would bring to this role.
No unnecessary details—just genuine insight into what a partnership would look like.