👑 Customer Success Manager

1. You have at least 2 years of experience in a SaaS or e-commerce environment within digital, customer success, support, or customer service.
2. You enjoy combining strategic and operational work: you like to understand the reasoning behind decisions and processes, both for yourself and our customers. With this knowledge, you can determine well-thought-out next steps and execute them successfully.
3. You easily connect with people and quickly build mutual trust. You're honest and dare to give advice. This means being able to - with proper reasoning - point customers to a different perspective when you believe the right steps aren't being taken.
4. You like to keep an eye on your colleagues and customers, making you the person who always knows exactly who is happy or not, when, and why. You understand technology and are always curious about how things work.
5. You quickly master new software: you'll discover in no time how a product feed works and why our CDP integration is awesome. You understand the importance of data.
6. Being able to set up Google Analytics dashboards independently is a big plus, but being able to interpret existing dashboards is a must.
7. You live in the Netherlands. We work in a hybrid setup: partly from home and partly at our office in Utrecht. Occasionally, we have team days at the office or you visit customers on-site, so it’s important that you can easily travel there.
8. Your English is on point—whether you're emailing, calling, or cracking jokes during a meeting.

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 are happy with 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.

1. Together with Anniek (Head 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.
2. 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).
3. We have midmarket customers (like fonQ) and enterprise customers (like MediaMarkt) in the Netherlands, as well as in other European countries. You'll focus on the midmarket.
4. Because you know so much about our customers, you're also the bridge between our customers and our product team. Did a bug slip in somewhere? Or does a customer have a new feature request? You're the oracle who knows exactly which customer will be happy with what. And why certain things are (not) important to build.
5. We're also looking to you to make our customer contact more scalable. Which processes can we automate, which interactions can we standardize, and how can we set up our software and support so that customers become (more) self-sufficient? All of this without compromising on quality - in fact, to get a bit better every day.

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 at Daalsesingel 51, 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.