Customer Success Manager

Customer Success Manager | NeoDay | Tilburg
🔹 Location: Tilburg (On-site 80% / Remote 20%)
🔹 Type: Full-time
🔹 Experience: Mid to senior level (4–7 years in Customer Success, Account Management or CRM / Loyalty Marketing)

About NeoDay

For decades, loyalty programs meant endless IT projects and ROI "somewhere in year three." We think that's broken, so we're proving the opposite. At NeoDay, we help retailers and consumer brands, from supermarkets and fashion chains to fast food and fuel stations, turn loyalty into a real growth engine. Our platform combines AI-driven personalization, gamification and ready-to-launch apps, so brands like Tesco, Action and La Place can go live in weeks instead of years.

NeoDay is the award-winning loyalty platform. We won Best Retail Loyalty Program Worldwide at the International Loyalty Awards and were named by Forrester among the world's leading loyalty platforms. Everything we build is made in-house in The Netherlands and the Philippines, and we're scaling fast across Europe and beyond.

Your role

A loyalty program isn't won on launch day. It's won in the months after: every new member, every campaign that lands, every euro of uplift on the client's books. When our clients succeed, NeoDay grows with them. You're the one who makes that happen.

As Customer Success Manager, you own a portfolio of our international brands from go-live onwards. You become an extension of their marketing team: the loyalty expert at the table who knows what to launch next, why it will work, and how to prove it did. Strategy, results, and a story your client can take straight to their board. You report to our Head of Customer Success & Implementation and work hand-in-hand with our Solution Architects, Sales, Product, Data and Support teams.

What you'll do

• Own your book: Be the go-to partner for a portfolio of international brands, from the loyalty manager running campaigns to the C-suite signing off on budget.

• Define what winning looks like: Set clear goals and a proper baseline with every client, and turn them into a Success Plan you both steer on.

• Make value impossible to ignore: Deliver campaign results, impact snapshots and benchmarks that your champions share with their leadership. The kind of numbers that get forwarded to the CEO with "have you seen this?"

• Lead the strategic conversation: Run QBRs, shape the marketing and campaign calendar, and bring loyalty ideas that grow members, visit frequency and basket size.

• Grow the program, grow the account: Drive adoption and the growth built into every contract. Spot expansion opportunities early and team up with Sales to land them.

• Never rely on one champion: Map stakeholders, build relationships across marketing, IT and leadership, and make NeoDay part of how the whole organization works.

• Be the Voice of the Customer: Bundle client feedback into sharp input for Product and bring the roadmap back to your clients. You know when to say "yes," when to say "not now," and how to say "no" so it still lands well.

• Shape how we do Customer Success: Help build the playbooks, training and tools that make our clients confident and self-sufficient, and use AI to work smarter and scale what works.

What you bring

• Experience: 4–7 years in Customer Success, Account Management or client-side CRM / loyalty marketing, ideally at a SaaS or martech company working with retail or consumer brands.

• A marketer at heart: You speak the language of CMOs and loyalty managers. Campaigns, segments, member lifecycles and promo calendars are your home turf.

• Data into stories: Baselines, uplift, retention. You're at home in a dashboard and you know which number matters to the board.

• Trusted advisor: Confident in front of C-level, honest when expectations need resetting, calm when things get hectic.

• Commercial instinct: You spot growth opportunities before the client does, and you build the business case that turns th