Digital Customer Success Manager

Confidential

Utrecht, Utrecht, Netherlands permanent

Posted: March 25, 2026

Job Description

Are you seeking an exciting Customer Success opportunity within eCommerce? Join our dynamic team at our Utrecht office! We’re currently looking for a new team member for the Digital Customer Success team. 🔥

As part of the team, you will report to Sophie, Team Lead Digital Customer Success, and work alongside Kasia, Sr. Digital Customer Success Manager, and Sara, Digital Customer Success Manager. You’ll be part of the Customer Success department, which consists of three other teams: Benelux Customer Success Management, International Customer Success Management and Technical Account Management.

Your job

The purpose of the role is to execute and maintain highly efficient, data-driven mass client communication, driving Net Revenue Retention (NRR) in the Persona segment by supporting the Team Lead with operational tasks. 🌎

You are a core operator and an essential hands-on contributor to Channable's scaled customer success motion. Your primary focus is on the execution, maintenance, and day-to-day operation of digital client communications and journeys for our Persona customer segment (long-tail). You will reliably run campaigns designed to drive retention and expansion, ensuring thousands of customers find continuous value in the Channable product.

Main responsibilities

• Build, implement, and maintain automated digital client communication campaigns (email, in-tool, webinars) that are

planned by the team.

• Set up and deploy localized and segmented digital customer journeys through Hubspot and Intercom.

• Own and optimize the integrity of the marketing contact database, focusing on improving opt-in processes, streamlining opt-out management, and ensuring overall data hygiene and compliance in our CRM and outreaches.

• Execute and monitor the day-to-day running of all scaled customer-facing communication channels (email, in-product, webinars), excluding support communications.

Operational Monitoring & Collaboration

• Monitor the performance and health of active digital touchpoints, performing routine checks to ensure seamless operation.

• Track and compile data on campaign conversion rates, feature adoption and successful client activation, reporting findings to team

lead.

• Collaborate with RevOps, Customer Education, Product marketing and Growth teams to create and deliver educational and commercial content to our Persona Segment.

Visible and measurable success in this role will be measured against

• Scaled NRR Contribution: NRR on the Persona segment portfolio (direct ownership) and contribution to NRR in CS Managed portfolio (indirect impact).

• New MRR growth: create new business in the overall CS portfolio size (Persona & Managed) enabled by Scaled CS initiatives.

• Campaign delivery & health: Successful and error-free execution and maintenance of digital customer journeys and communications.

• Digital engagement & conversion: Conversion rates of scaled campaigns, focusing on adoption, upsell/cross-sell via digital touch points and successful client activation.

• Operational support: Contribution to creating scaled efficiency for the dedicated CSM teams by ensuring automation runs smoothly.

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