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 and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!
Position Summary:The Customer Success Manager I will support our growing customer base and partner with Customer Success teams to develop programs that drive customers’ success and engagement. Programs are driven through various one-to-many channels including email, webinars, Community, user groups and more. The Customer Success Manager provides both quantitative and qualitative feedback to the Product and Support teams based on feedback from our standard customer base.Essential Responsibilities / Duties
- Create and manage customer programs that drive customers’ satisfaction and adoption of the product, as well as customer self-sufficiency
- Work closely with internal counterparts including the Sales team (upselling and growth), the Delivery team, Tech & Product, and Support teams to ensure a seamless customer experience.
- Drive customer retention as the primary objective, working to improve retention rates
- Establish and maintain regular touchpoints with assigned customers
- Execute on success metrics for the program(s), track and iterate to optimize metrics
- Facilitate webinars on best practices, specific strategic solutions, feature demonstration, or training on new product releases
- Identify and escalate customer risks or issues in a timely manner, leveraging internal resources to resolve concerns and protect retention.
Minimum Requirements
- Minimum 1–3 years of commercial, customer-facing experience in a relevant role (e.g., account management, customer success, or similar)
- Fluency in both Dutch and English
- Experience working within a SaaS environment
- Demonstrated ability to manage and nurture customer relationships reactively, responding to triggers such as health score changes or customer issues
- A clear understanding of customer retention principles and the ability to drive measurable improvements in retention metrics
- Ability to work effectively across cross-functional teams including Sales, Delivery, Tech & Product, and Support
- Excellent organization and time management skills
- Proficiency in one or more additional European languages (e.g., French, Spanish, Italian, German) is a strong advantage
- Experience managing large portfolios of accounts, ideally in a pooled or scaled customer success model
- ERP or Integration project experience
Location:
Hybrid work opportunity with 2 days per week in the Breukelen office
What We Offer:
At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
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.
Commitment to our Employees:At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Skills Required
- 1–3 years of commercial, customer-facing experience in account management, customer success, or a similar role
- Fluency in Dutch and English
- Experience working within a SaaS environment
- Experience managing and nurturing customer relationships reactively in response to health score changes or customer issues
- Understanding of customer retention principles and ability to improve retention metrics
- Ability to work effectively across Sales, Delivery, Technology, Product, and Support teams
- Excellent organization and time management skills
- Proficiency in an additional European language such as French, Spanish, Italian, or German
- Experience managing large account portfolios in a pooled or scaled customer success model
- ERP or integration project experience
SPS Commerce Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SPS Commerce and has not been reviewed or approved by SPS Commerce.
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Equity Value & Accessibility — Equity participation stands out, with an Employee Stock Purchase Plan and role-based stock awards forming meaningful parts of total rewards. These programs are viewed as accessible and financially attractive across many teams.
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Retirement Support — A 401(k) with company matching is a notable strength, with indications of recent enhancements to the employer match. This bolsters long-term savings and is treated as a dependable benefit.
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Wellbeing & Lifestyle Benefits — Gym or fitness stipends, commuter benefits, onsite amenities, and an Employee Assistance Program contribute to everyday wellbeing. Hybrid flexibility further supports work-life balance as part of the overall package.
SPS Commerce Insights
What We Do
SPS Commerce gives retail trading partners an intelligent way to manage and fulfill orders. SPS Commerce is the world’s leading retail network, connecting trading partners around the globe to optimize supply chain operations for all retail partners. We support data-driven partnerships with innovative cloud technology, customer-obsessed service, and accessible experts so our customers can focus on what they do best. To date, more than 95,000 companies in retail, distribution, grocery, and e-commerce have chosen SPS as their retail network. SPS has achieved 80 consecutive quarters of revenue growth and is headquartered in Minneapolis.
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