Customer Success Manager

You probably remember the best customer journey you’ve ever experienced, and the worst one too. But why is that? What can businesses do to keep you engaged, solve your problems, and make your life easier and more beautiful, not just in one moment, but across every interaction?

“The entire customer journey. One platform”

People move between channels, platforms, apps and physical locations without thinking about it. Wherever your journey starts and wherever it continues, our goal is simple and ambitious: “Enable growing businesses to serve, sell, interact and engage through one Global AI Powered Customer Engagement Platform. We connect conversations, customer data and payments with AI Agents, so that businesses all over the world can grow faster, together.

All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.

Now, we’re looking for a Customer Success Manager to join the Customer Success team of Engage to help us drive succes for our most important clients!

What you will do

We are building the ultimate Global AI-Powered Customer Engagement Platform that lets businesses connect with customers, automate work, and handle every interaction through one reliable, user-friendly platform. That is our mission for 2026.

As a Customer Success Manager in our Engage team, you’ll play a key role in guiding clients through their AI-driven business transformation. You’ll not only nurture relationships and ensure excellent service but also act as a trusted advisor, helping clients leverage CM.com’s AI-powered solutions to achieve their strategic goals. With your expertise in our AI products, you’ll empower clients to unlock the full potential of their transformation journey.

You’ll be the go-to expert for CM.com’s AI Marketing Cloud, AI Customer Service Cloud, Conversational AI Cloud, and HALO (Agentic AI) solutions. These cutting-edge tools enable businesses to optimize their marketing, customer service, and conversational AI strategies, driving measurable success. Your mission is to ensure these solutions are implemented effectively, running smoothly, and delivering maximum value for our clients.

In your first 12 months, you will:

• Provide service in AI-driven transformations by collaborating with clients on a strategic level. You’ll engage in meaningful discussions about their business transformation and demonstrate how CM.com’s AI solutions (such as AI Marketing Cloud, AI Customer Service Cloud, Conversational AI Cloud, and HALO) can support their goals and drive success.

• Build strong relationships as the primary point of contact for your clients. You’ll foster trust, establish long-term collaboration, and position yourself as a reliable advisor in their AI and Customer Engagement journey.

• Drive client success by proactively ensuring clients achieve measurable results with our AI products. You’ll help them unlock the full potential of these solutions and maximize their value.

• Develop tailored account plans to strategically manage your portfolio. You’ll focus on retention, satisfaction, and growth, ensuring each client’s needs are met and exceeded.

• Optimize product performance by ensuring CM.com’s AI solutions are implemented effectively and running at their best. You’ll work closely with clients to ensure seamless integration and ongoing success.

• Solve challenges with a solution-oriented mindset. You’ll collaborate with internal teams to address client issues and deliver impactful resolutions.

• Monitor key metrics such as client satisfaction, product adoption, and account performance. You’ll track progress and ensure long-term success for both the client and CM.com.

You’ll work closely with a dynamic and collaborative team, including your team lead, direct colleagues, and departments such as Sales, Product, and Support. Together, you’ll tackle challenges, celebrate wins, and create meaningful impact for our clients.

That’s why you ideally have

• Academic level of thinking and reasoning

• Several years of experience in a Customer Success, Account Manager, or similar role within the SaaS or tech industry

• Experience in working with and having knowledge of AI products

• A genuine passion for how businesses can use AI to optimize their processes

• A strategic mindset, excellent communication skills, commercial acumen, and a tech-savvy approach

• Fluency in both Dutch and English

The reality at CM.com

We believe honesty creates better matches. So here it is:

• You work on-site with your team, collaboration happens face to face.

• Priorities can shift quickly as technology and insights evolve.

• AI will change how your role looks, fast. Some tasks you do today may disappear next year.

• We move before everything is finished or polished.

• For this position, we can only consider candidates who already hold a permanent work and residence permit for the Netherlands.

If that excites you, you’ll probably feel at home here. If you’re looking for predictability and fixed boundaries, this may not be the right place.

Every CM.com colleague, connects to our 4 shared values:

Drive and Lead

We value your expertise and professional judgement. You understand the mission of CM.com and feel ownership over your role and its contribution to the bigger picture. You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward.

Grow and Learn

Growing Faster Together is not just our purpose, it’s how we work. The growth of our colleagues and our customers is our priority. Our organization is designed to support this through the CM Academy, the Young Professional Program and our own CM Business Adventure, the CMBA. But growth also comes from daily curiosity.

You enjoy stepping outside your comfort zone and you like to experiment, learn continuously and actively share knowledge and insights with others.

Together and Care

At CM.com, we work together. We believe that diverse perspectives lead to stronger outcomes. Diversity is therefore essential to us.

We value the social side of work. We trust one another, show genuine interest and care about one another’s well-being. You are looking for that connection, you prefer being together on-site, sharing ideas, meals, workouts and conversations, and you believe that energy is created by meeting in person.

Speed and Change

For more than 25 years, we have operated at the forefront of innovation. Change is not something we respond to, it’s something we actively drive.
By welcoming AI Agents into our organisation, we fundamentally change how work is done. This allows us to move faster, do more with fewer people and continuously rethink roles and responsibilities. You are comfortable with that reality and want to contribute to progress rather than maintaining the status quo.

Company Benefits

At CM.com, we believe in empowering our people to do what they love, excel at what they do, and make a meaningful impact. As a CM.com club member, you’ll have the following benefits:

• Onboarding: Join our unique 3-days Global Onboarding program in our Headquarters in Breda, a deep dive into the culture of CM.com.

• Healthy food: Daily healthy lunches and snacks to keep you energized.

• Effortless commute: The Shuttle mobility card, commuting allowance and Lease-a-bike options get you where you need to be. We have CM company cars that you can use for client visits as well.

• Value for Work: Participate in our Sales Incentive Plan, rewarding your achievements with bonuses.

• Invest in your future: A solid pension plan.

• Time off: Recharge with 25 vacation days, plus the option to purchase 10 additional days.

• Own your success: Become a shareholder with our Employee Share Purchase Program.

• Your Development: We support your growth and development through initiatives like the CM Academy, Udemy courses, exclusive meetups with thought leaders, the Young Professional Program, and our own CM Business Adventure (CMBA), ensuring you’re always learning and evolving

• Vitality: Our Vitality Team organizes a year-round vitality program to support a healthy body and mind for all colleagues. Think of stress prevention workshops, ergonomist visit, weekly bootcamps, yoga sessions and our CM sports day.

• Together at CM.com: Weekly drinks, board game nights, karaoke throwdowns, yearly ski trip, and more! We have something for everyone.

Our diverse perspectives fuel innovation and drive us forward. We welcome everyone, regardless of age, background, or beliefs.