Customer Success Manager - Relatiemanager

About Billink
At Billink, we believe that paying can be easier, fairer, and smarter. With more than 3 million users, we help consumers shop online with confidence every day. We work together with hundreds of webshops, platforms, and Payment Service Providers (PSPs), and are growing fast in the Netherlands and beyond.

Our customers include the largest webshops in the Netherlands. We want to help those customers grow, surprise them, and bind them to us. That is why we are looking for someone who makes a profession out of customer retention. Someone who is just as comfortable sitting at the table with the founder or CEO of a leading webshop as they are at the drinks table at a customer event, and who is bursting with ideas to make customers happy and keep them happy.

The role
As Customer Success Manager, you are the owner of customer retention at Billink. You have a direct impact on how we retain and grow our existing customers. You are the fixed face for our most important customers (the top 50), each of whom are big names in Dutch e-commerce. There, you interface directly with the entrepreneur themselves, C-level, or the e-commerce manager. You conduct business reviews in which you make the value of Billink visible and spot risks before they become a problem.

You will receive your own toolkit to surprise and connect with customers: from dinners and boat trips to racing days and large-scale customer events. You are the hub in the web around our largest customers. You work together with IT, Sales, Support, and Finance. You direct, monitor progress, and keep the customer relationship strong. This leaves you time for where you truly make a difference: recognizing growth opportunities among existing customers, landing new products within the customer base, and bringing customer feedback back to product, marketing, and sales. You are our eyes and ears in the market.

This is a role for someone who loves to build, maintains relationships like no other, and turns customer satisfaction into a growth engine.

• Fixed point of contact for the largest webshops in the Netherlands, where you interface directly with the entrepreneur, C-level, or e-commerce manager and conduct periodic business reviews that demonstrate value.

• Signaling churn risk in data and behavior, and intervening in a timely manner with a structural approach.

• Recognizing growth opportunities among existing customers and converting them into more volume or new products.

• Building loyalty through customer activities and events, from intimate dinners to large-scale customer events.

• Devising and rolling out scalable loyalty initiatives across the entire customer base.

• Driving adoption of new products and integrations within the existing customer base.

• Representing the voice of the customer towards product, marketing, and sales.

Location: Gouda (Hybrid) | Level: HBO working and thinking level | Type: Full-time

• You have work experience in a role where customer contact was central. This could be customer success or account management, but could just as well be hospitality, events, retail, inside sales, or running your own business. Whatever you do not yet know about our market or our profession, we will teach you.

• You are someone who easily approaches someone you don't know yet during a drink or networking moment

• You prefer calling over emailing when something needs to be solved quickly

• When a customer complains, your first reflex is to be curious about the problem, not to defend yourself

• You are entrepreneurial: you don't wait for someone to tell you what to do

• You are strong in stakeholder management and know how to get people moving internally and externally.

• You quickly feel at ease in any company, from webshop owner to financial director

• You speak fluent Dutch.

Core competencies

• Relationship builder par excellence, people remember you.

• Proactive and directing, you maintain oversight and take charge.

• Creative and resourceful, always with a new idea up your sleeve.

• Strong communicator, both at the table and in follow-up.

• A key role within an ambitious fintech that is constantly in motion.

• Your own toolkit and budget to surprise customers.

• Plenty of room for your own initiative, ideas, and personal growth.

• A salary between €3,000 and €4,250.

• Company car.

• Phone and MacBook.

• An informal, professional working atmosphere with engaged colleagues.

• Regular drinks, team outings, and shared successes (e.g., company weekend Mallorca, Christmas drinks, Vrienden Van Amstel Live, etc.).

Do you see yourself as the connector who not only keeps customers satisfied but turns them into Billink fans? Then this is a unique opportunity to shape customer retention and loyalty at one of the most successful fintechs in the Netherlands. We look forward to your application.