Manager, Customer Experience

About the role

You will lead a team of Customer Success Managers within the EMEA region to drive platform adoption, retention, and expansion. This role involves balancing direct team mentorship with high-level executive engagement, escalation management, and strategic renewal oversight.

Key facts

What you'll do

• Lead, mentor, and set performance standards for a team of Customer Success Managers.
• Manage gross revenue retention (GRR) and identify expansion opportunities within your portfolio.
• Oversee customer health, ensuring proactive value realization and risk mitigation.
• Handle account escalations by coordinating cross-functional resolutions and communicating with executive stakeholders.
• Govern the renewal lifecycle, including forecasting and alignment with Sales.
• Collaborate with Sales, Product, Engineering, Professional Services, and Managed Services to ensure a unified customer experience.
• Provide feedback to internal teams to influence product and delivery priorities.
• Report on portfolio metrics and provide strategic input for pre-sales and expansion efforts.
• Develop and maintain internal playbooks and frameworks to improve operational efficiency.
• Travel occasionally to visit customer sites and regional offices.

Requirements

• 5+ years of experience in customer-facing roles such as Customer Success, Account Management, or Customer Experience, including team leadership.
• Proven history of managing retention and expansion outcomes for enterprise clients.
• Fluency in English; proficiency in additional European languages is a plus.
• Advanced AI fluency, including hands-on experience with Claude and other tools to scale workflows and evaluate outputs.
• Ability to manage complex priorities and communicate effectively with both technical and non-technical stakeholders.
• Experience using CRM and success software like Salesforce, Jira, or Confluence.

Nice to have

• Background in supply chain, transportation, logistics technology, or SaaS.
• Experience with software delivery or account management.
• Familiarity with TMS, ERP, or supply chain systems.

Skills & tools

• Salesforce
• Jira
• Confluence
• Claude (AI)
• Enterprise Account Management
• Escalation Management
• Revenue Forecasting

Practical notes

This is a hybrid position requiring an in-office presence four days per week in Amsterdam. Occasional travel is required.