• Revenue whisperer: You've turned customer usage patterns into revenue wins; you spot the signals that predict success and build the touchpoints that matter.

• Onboarding wizard: You've built onboarding flows, training materials and product configurations that customers actually follow - reducing their time-to-value and your support burden.

• Growth’s best friend: You worked with sales teams to nail handoffs, spotted expansion and upsell opportunities through usage data and built the qualification criteria that make deals stick.

• Customer translator: You've been the internal voice of the customer, turning happy clients into compelling case studies, glowing reviews and killer quotes that make marketing's job way easier.

• Process pioneer: You thrive when there's no playbook - because you get to write it. Whether it's building CRM workflows, usage-based health scores or automated rescue sequences for at-risk accounts, you create the systems everyone else follows.

‍

Message us right away if  this sounds like you:

• You’ve been one of the first CS hires at a tech company and built the function from scratch; set the strategy, defined the playbook and built systems that scaled fast.

• You’ve managed 1000+ customers at a scale-up with minimal support by building AI-native systems that kept you focused on the moments that actually needed a human.

• You’ve launched new products upmarket and made them land; navigated technical onboarding, secured adoption across stakeholders and handled the chaos without noise.

As our first Customer Success Manager, you’ll define how we retain and grow our customer base and build the CS motion that drives expansion, retention, and advocacy. CS sits across the post-sale journey and works closely with the rest of the growth team.

Your mission: Build our customer success function from zero, turn customers into champions and make Snitcher impossible to churn from.

You'll bring structure where there isn't any, create systems from scratch and build a function that actually drives repeatable growth.

We’ve grown from 3 to 9 people this year, tripled our revenue, and done it all without a proper CS motion. Now it’s time.

You’ll work directly with Leon (Head of Commercial), collaborate tightly with the whole team and operate with high context and high trust.

• Start the success engine. Define how CS works at Snitcher. Set the strategy, build the workflows, wire up the stack and turn scattered support into a real function that drives retention and expansion from day one.

• Turn usage into growth. Build onboarding and lifecycle flows that turn usage into habit. Design health scores and in-product nudges that drive activation, expansion and advocacy without relying on human touch.

• Own the customer journey. Run the entire post-sale motion with a product-first mindset; onboarding, check-ins, QBRs, renewals. Get customers activated, keep them engaged, and make it hard to churn without feeling like they’re being sold to.

• Make success visible. Work with Leon to grow accounts and Stef to pull stories from the wins. You’ll run smart renewals, close upsells, and feed usage insights back into marketing, product, and sales so the whole GTM motion gets smarter with every activated account.

• Work like it’s 2025. Adopt smart AI tools and automations into our CS stack. Automate everything that doesn’t need a human. From onboarding to feature adoption, your systems should guide the right users to the right outcome, at scale. This is a must have!

In your first 90 days, you’ll launch self-serve customer onboarding, implement usage-based health scores and automate key success workflows.

You’ll have access to our full stack (Intercom, Notion, HubSpot, Figma, VEED, Webflow, N8N and whatever else you need) and support from design/dev when needed.

We really want to reiterate that you can take this role and run with it. We’re a small team that’s growing super quickly and we want you to own your corner and expand it!

• Make an immediate impact as one of our first 10 employees, directly driving growth and shaping our future.

• Ship shit fast, however you want to do it. We encourage creativity, experimentation and innovation.

• Impact our bottom line—you won’t just fill a pipeline; you’ll play a critical role in Snitcher’s overall growth.

• Work with certified legends, who are fun, collaborative, smart and modest.

• Competitive salary
• Life-changing equity
• 25 days of vacation
• Hybrid (NL) preferred or remote across UK & Europe
• Commuter or remote stipends
• Laptop, dual screen and whatever gear you need to do your job right

1. Intro call

2. Written interview

3. Business case & presentation

4. Meet the team (we’ll fly you to our HQ)

5. Join the team!

‍

This role is based in Hilversum, Netherlands, with flexibility for hybrid or remote work. If you're based elsewhere in Europe, we’ll expect you to join us in person every few months to stay close to the team.‍

Compensation and equity offered will be determined by factors such as location, level, job-related knowledge, skills and experience.

If you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

For recruitment agencies, we appreciate your hunger to help, but we're on top of our own recruitment, so no need to ask if your help is needed. It's really not needed :)