👑 Enterprise Customer Success Manager

1. You bring 5+ years of experience in a customer-facing role - think account management, sales, or customer success - ideally in a fast-moving scale-up or SaaS environment, working with customers across Europe. You know how to turn them into long-term partners.
2. You work as a consultant, not a vendor: naturally curious, you listen well, ask the right questions, and help customers reach their business objectives.
3. You're comfortable managing multiple stakeholders at once, from e-commerce managers and operational teams to decision-makers and the C-suite.
4. You have commercial sense: you recognize where Aiden can add more value and guide renewals and expansion naturally, without being pushy.
5. You're self-driven and comfortable taking a lot of ownership: you build repeatable playbooks and processes so success scales across accounts.
6. You speak fluent English, and another European language is a big plus.
7. Bonus: experience with e-commerce SaaS and an understanding of how online stores think about conversion, retention, and customer experience.

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1. Aiden is a young, ambitious software company in Utrecht. With a tight-knit team of talented people, we've spent the past 5 years building software that makes real impact in European e-commerce. Since November 2024, we've been part of the Shop Circle team, while continuing to operate independently.
2. Our mission: make great product advice accessible to everyone. We're building the leading Product Advice Platform - helping our customers (webshops and brands like MediaMarkt, LG, and many others) give their customers the right advice, in every moment that matters. And that’s exactly where the CS team comes in: success with Aiden isn't about the software alone, it's about execution. We consult our customers on both sides of the equation - what makes advice genuinely good (effect) and where to surface it across the customer journey so it actually gets used (exposure)- because effect × exposure = impact.
3. We're small, and we like it. Our customers like it too. It also means a lot of responsibility and freedom for the team.
4. We're ambitious, but we're not an "always-on" company. We give you the freedom and flexibility to do your best work, your way.

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You take ownership of Aiden's enterprise accounts across Europe, brands like MediaMarkt, JBL and Samsung. From the very first kick-off onwards, you're the consultant and expert these customers rely on: the trusted advisor who helps them experience real success with Aiden and achieve their business objectives. You don't just drive adoption, you build alignment. Working with people at every level, from operational teams to the C-suite, you help customers make Aiden a true strategic partner, not just another tool..

You own the strategic success, retention and growth of our enterprise accounts. Here's what that looks like as you grow into the role:

In your first month

• You'll get to know our product, playbooks and enterprise portfolio, and how we help customers turn good advice into measurable impact
• You'll map the key stakeholders and decision-making processes across your accounts, and establish your first touchpoints
• You'll build a clear picture of where each account stands, what it needs next, and where Aiden can add the most value

In your first quarter

• You'll independently own a portfolio of enterprise accounts, with up-to-date account plans that prioritize the initiatives with the biggest impact
• You'll drive adoption using our enterprise playbooks, track the metrics that matter, and lead QBRs and success plans that help customers reach their business objectives
• You'll position yourself as the go-to advisor for your stakeholders -from operational teams to decision-makers - helping them recognize and act on the value Aiden delivers

In your first year

• You'll be seen by your clients as a strategic partner and trusted expert, not just a vendor
• You'll help your customers experience real, demonstrable success with Aiden (the foundation for a lasting partnership) and spot where Aiden can solve more of their challenges
• You'll guide PoCs into long-term collaborations through a repeatable, consultative approach

Throughout all of this, you'll work closely with Asha (Enterprise CSM), Laura (CSM) and Daya (Conversation Designer).

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We're not an IT consultancy, so we won't put you in a lease car. What we will offer is a great place to work, with a few perks the big players often forget:

1. A proven product, real customer impact, and playbooks you can build on, plus the freedom to improve the approach in your own way.
2. Hybrid working. Our office is in the heart of Utrecht; we'd love to see you there about 1–2 days a week, and you're free to work wherever you're most productive the rest of the time.
3. Salary: competitive and negotiable based on experience (around €90k FTE), plus a performance bonus in the works.
4. 25 vacation days based on a 40-hour workweek.
5. Fully covered pension contributions.
6. Education budget up to €2,000 per year.
7. New parent time: 2 extra weeks off on top of your statutory leave, and it doesn't count against your vacation days.
8. Truly great, talented colleagues with a "fix it" mindset.

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1. Prepare your CV and a short note on why you'd be a great fit.
2. Email it to careers@aiden.cx.
3. We'll let you know within a few days whether we see an initial match.

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