👑 Enterprise Customer Success Manager

1. You bring 5+ years of Customer Success or Account Management experience in European SaaS, managing mid-to-upper market enterprise accounts (€20–100K ACV). You have a track record of driving adoption, renewals, and expansions, partnering with Sales and Product to unlock growth and shape roadmap priorities.
2. You’re comfortable working with senior stakeholders (Head of E-commerce, Digital Director, C-level) and know how to turn tactical wins into long-term strategic partnerships.
3. You’re fluent in English and Dutch (another European language is a plus) and combine commercial mindset, empathy, and strategic thinking with hands-on execution. You build trust quickly and give honest advice (even when it means challenging perspectives).
4. You’re curious about technology, quick to master new tools, and confident interpreting data and dashboards.
5. You live in the Netherlands and enjoy a hybrid setup: working from home, our Utrecht office, and occasional on-site client visits.

1. Aiden is a young software company based in the Netherlands. Since November 2024, we've been part of the Shop Circle team, operating as a standalone business. With a group of kind and talented people, we create beautiful software to improve the way e-commerce works.
2. Our goal: making it easier for consumers to find the right product or service. We do this with our SaaS platform for guided selling, which allows our customers (online stores) to create product finders independently or with our help.
3. We're small and we like it that way. Our customers like it too. And it means lots of responsibility and freedom for our team.
4. We're an ambitious group of people. But that doesn't mean we're an 'always-on' company. We give you the freedom and flexibility to do what you need to do.

Together with Anniek (Head CSM), Laura (mid market CSM) and Daya (Conversation Designer), you'll manage everything we describe here. Thanks to you, all our customers (online stores) use the Aiden software correctly, satisfactorily, and successfully.

You'll discover what our customers' goals are, and as a true subject matter expert, you understand how Aiden can contribute to these goals. You coach customers to get the most out of Aiden, both proactively and reactively. Because it's your job to ensure Aiden provides demonstrable value for our customers (online stores using product finders) and their customers (users of the product finders).

We have midmarket customers (like fonQ) and enterprise customers (like MediaMarkt) across Europe. You'll focus on the enterprise market.

In your first month, you will:

• Learn our product, playbooks, and key customer segments
• Get to know our customer portfolio and establish first touchpoints
• Understand how we measure adoption, health, and value

In your first quarter, you will:

• Independently manage a portfolio of enterprise clients
• Lead QBRs, build success plans, and drive adoption
• Partner with Sales to identify upsell and cross-sell opportunities

In your first year, you will:

• Consistently achieve renewal and expansion targets
• Grow average account value across your portfolio
• Be seen by your clients as a strategic partner, not just a vendor

We're not an IT consultancy, so we won't put you in a lease car. What we do offer - besides paying your salary - is a great workplace with some benefits that the big players don't give you:

1. The possibility to work partly from home. We have a great office in the heart of Utrecht, and we expect you to come in from time to time. That’s why you need to be based in the Netherlands.
2. Most importantly: you work at a small company. Whatever your role, you always have direct impact on how we work and grow.
3. Vacation days. You get 25 of those.
4. New parent time! When you have a child, we give you 2 extra weeks on top of statutory leave. This time doesn't count against your other vacation days.
5. And of course, time to study, research, and expand your knowledge. There's lots of knowledge to share within our team and plenty of room for courses or personal research time.

1. Create your CV and a brief description of why you'd be a good fit for us.
2. Send it to anniek.van.vulpen@aiden.cx.
3. We'll let you know within a few days if we see a potential match.