Customer Success Manager

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Customer Success Manager

At Highstreet it is our mission to deliver the world’s best shopping experience with beautifully designed apps for fashion and lifestyle brands. Are you that person that gets the business but also loves mobile technology and design? We are looking for a Customer Success Manager who helps customers like G-Star RAW, Jack & Jones and Selected grow their business by using our platform technology.


Your tasks & responsibilities

In this super-fun and challenging role, you will be responsible for the overall satisfaction of the biggest brands on our platform. You are their daily go-to-person. You understand their business strategy and use that to drive new initiatives. You evangelize our vision and help these brands get the most out of the technology we offer. Here are a few of your tasks:

  • Check in with all key accounts assigned to you to maintain a solid understanding of their business and build a strong personal relationship.
  • Share performance reports with brands, share best practices and celebrate success with them.
  • We expect you to be closely informed about your accounts performance, analyze trends and proactively take initiative to compile these in ‘case studies’ and share them with the rest of the world.
  • Proactively reach out to your accounts, point them to opportunities to make sure they offer the best possible app experience to their customers. Educate and inform them about new technology we deliver and how they could use that.
  • Identify potential issues before they turn into problems and always be available to help. You provide 'tier 1' support to your key accounts and provide troubleshooting via phone, web-based tools, Slack and emails and work directly with internal development teams to solve the issues.
  • Manage customer specific implementation projects (eg enabling a new feature for one of your customers). You manage the successful delivery of your projects in terms of time, quality and costs.
  • Participate in marketing efforts by contributing content that’s related to your accounts for our blog or social media.

Your objectives

  • You are responsible for giving your accounts a world-class experience. This is reflected in metrics like NPS. You know how to translate our high standards into surveys or other ways to measure the customer satisfaction of your accounts.
  • Your ‘account plan’ will ultimately lead to a more successful customer. Think of Key Results as ‘App revenue growth’, ‘customer lifetime value’ and/or an ‘increased share of the app in total mobile usage’.
  • Sometimes your accounts will report critical issues. You own the issues, align the relevant stakeholders in the organization and makes sure critical issues are resolved within the right timeframe.

What you bring to the table

We listed a set of tasks above but ultimately what you do is really up to you. We are looking for someone with drive and initiative and a hands-on, can-do attitude. Don’t expect us to tell you what to do but make your plan based on our company goals and vision. If that’s you - then please read on.

  • You have multiple years of experience in the field of account management, project management and/or consultancy, preferably in SaaS. A good understanding of technology, will help you grasp the functional aspects of our platform well enough to be able to take part in a technical discussion.
  • You have strong communication and listening skills. This involves active listening, presentation and consulting.
  • Your platform knowledge and business sense will make you uniquely qualified to share best practices and recommendations with your accounts. You customer expertise will make you uniquely qualified to feed our internal product roadmap.
  • You are very service minded and understand that responsiveness is one of the pillars of being a great counterpart for your customer. You want to deliver, meet and exceed the customer’s needs, while at the same time being able to push back and defend platform choices that we have made. Being able to say no in a gracious way is an art you need to master.
  • You always take the time to read or understand customers request thoroughly and you use your excellent communication skills for that.
  • You’re able to identify details while keeping the bigger picture in mind. Although you understand that responsiveness is key, you don’t jump into solutions right away.

What we offer

  • The opportunity to work with world famous fashion brands
  • Freedom and responsibility
  • 32-40 hours workweek
  • An amazing office right at Utrecht Central Station
  • A daily subsided fresh and healthy lunch
  • Drinks on Friday!
  • A lot of team activities - for example our trip to the Italian Alps in March 2020
  • An informal, entrepreneurial and transparent culture
  • Flexible work hours and location
  • We pay 70% of your Pension plan