Customer Success Manager

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Customer Success Manager


You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relationship building skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of fashion brands and retailers who are adopting our product and we would love your help in taking care of our customers! Become part of our Customer Success Management Team!

This role includes participation in technology product design to create the tools that your customers need. It’s about working with the Marketing team to find the right kinds of leads that the Sales team can ultimately welcome to the company as first-tier, high-value assets. Through on-boarding and training, the CSM team ensures that all customers are fully engaged and receiving the value that they expect from fashionTrade. At every contact point, the CSM team collects, analyses and then uses data to make the customers’ experience as seamless and satisfying as possible.

Job Responsibilities 

  • Own assigned client relationships, which include: increasing adoption, ensuring retention, and satisfaction.
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
  • Provide excellent customer service to brands and major retailers (account set up, phone, chat and email support, and updating training guides).
  • Drive Customer Success: Drive increased engagement for new and existing customers; increase the total turnover going through the platform; increase customer loyalty and satisfaction and overall customer loyalty and engagement.
  • Manage Customer Success Activities: on-boarding and training; product updates; cross-sell/upsell; and customer success management.
  • Assist in the sales process.
  • Conduct phone / video conference trainings on how to use
  • Miscellaneous cross-functional administrative tasks.
  • Advocate customer needs/issues cross-departmentally.
  • Work closely in a team environment and contribute to the growth and forward movement of the company.

Skills And Qualifications

  • 2-5 years of sales or buying experience in the Fashion industry .
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • You’re driven: No one needs to push you to excel; it’s just who you are.
  • Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
  • Thrives in a multitasking environment and can adjust priorities on-the-fly.
  • Strong empathy for customers and passionate about growing turnover/revenue.
  • Problem solving skills.
  • Detail oriented and analytical.
  • Fluent in English and native in at least 1 other European language. Preferably German.
  • Familiarity and good working knowledge of the fashion industry, brands and retailers of all sizes.
  • Have impeccable written and verbal communication skills interacting with a diverse group of technical and non-technical people.
  • Strong team player but still a self-starter.
  • You want to help and serve our clients: When they win, so do you!
  • Ethical, fair and possess the highest levels of integrity.

We Offer

As a young company with solid funding, insightful knowledge into the fashion industry and invaluable connections – the biggest offer we have for you is the opportunity for long term growth, impact and learning. 

We would love to welcome you to our international office centrally located in Amsterdam on the second floor of the TQ building on the Singel. As part of a co-working space, we have a great community of events and opportunities and offer a tasty, healthy lunch.