Scaled Customer Success Manager (EMEA & APAC)

At Sana Commerce, we're committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.

At Sana Commerce, we're looking for a Scaled Customer Success Manager to join our EMEA & APAC Customer Success team. In this role, you will manage a portfolio of 100+ customers in our Scaled segment, helping them realize business outcomes from their B2B e-commerce investment while fully owning retention and upsell across your portfolio.

This is an exciting opportunity for someone who combines commercial ownership with operational thinking and enjoys building in a fast-evolving environment. You will act on retention and expansion signals, keep customers nurtured and engaged at scale, and help shape the operating system for a relatively new customer segment and team.

What you'll get

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• Working closely with global leaders on strategic initiatives;
• Up to 6 weeks "work from anywhere" per year;
• A hybrid working model - 3 days from the office, 2 days from home;
• A culture rooted in collaboration, customer obsession, growth mindset, and bold impact;
• Be empowered: take ownership of your portfolio and drive measurable customer and commercial outcomes;
• Make a real impact: your work will help define how Sana serves and grows its Scaled customer segment.

At Sana Commerce, we're committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a fast-growing SaaS company that allows you to take ownership of your career.

At Sana Commerce, we're looking for a Scaled Customer Success Manager to join our EMEA & APAC Customer Success team. In this role, you will manage a portfolio of 100+ customers in our Scaled segment, helping them realize business outcomes from their B2B e-commerce investment while fully owning retention and upsell across your portfolio.

This is an exciting opportunity for someone who combines commercial ownership with operational thinking and enjoys building in a fast-evolving environment. You will act on retention and expansion signals, keep customers nurtured and engaged at scale, and help shape the operating system for a relatively new customer segment and team.

What you'll get

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• Working closely with global leaders on strategic initiatives;
• Up to 6 weeks "work from anywhere" per year;
• A hybrid working model - 3 days from the office, 2 days from home;
• A culture rooted in collaboration, customer obsession, growth mindset, and bold impact;
• Be empowered: take ownership of your portfolio and drive measurable customer and commercial outcomes;
• Make a real impact: your work will help define how Sana serves and grows its Scaled customer segment.

What you'll be doing

• Owning a portfolio of 100+ B2B customers across EMEA & APAC within our Scaled segment;
• Helping customers realize value from their Sana Commerce investment and translate that into stronger business outcomes;
• Fully owning commercial KPIs across your portfolio, with clear responsibility for retention and upsell performance;
• Monitoring retention and expansion signals and turning those insights into timely, targeted actions;
• Identifying churn risks early and taking proactive steps to mitigate them;
• Identifying, managing, and driving upsell opportunities to close across your portfolio;
• Running scalable engagement motions to keep customers nurtured, activated, and progressing toward stronger adoption and value realization;
• Working closely with Customer Marketing to deliver relevant lifecycle campaigns and nurture programs;
• Partnering with GTM Ops to improve data quality, workflows, and signal-based execution;
• Using tools such as Fireflies, Outreach and Clay to drive scalable, personalized engagement across a large portfolio;
• Helping define and improve the operating model, processes, playbooks, and cadences for this new segment;
• Sharing customer insights internally to improve the customer journey and strengthen how Sana serves this segment.

What you'll bring

• Location: the Netherlands (Rotterdam) or Dubai;
• 1–5 years of relevant commercial experience, ideally in SaaS or B2B software (e.g. Customer Success, Business Development, Sales Development, Account Management, or similar customer-facing roles);
• Experience owning commercial outcomes such as retention, upsell, pipeline generation, or customer growth;
• Experience managing a larger portfolio of customers or leads, ideally in a scaled, low-touch, or high-volume environment;
• Strong commercial mindset with the ability to turn signals into action;
• Ability to connect customer goals and business outcomes to retention and growth opportunities;
• Confidence working with customer data, health signals, segmentation, and workflow-based execution;
• Strong written and verbal communication skills in English; Dutch, German, or French are a plus;
• Comfortable working across regions, functions, and time zones;
• Proactive, structured, and resourceful way of working;
• Curiosity for tools, automation, and experimentation; experience with Outreach, Clay, CRM systems, or similar platforms is a strong plus;
• Excited about building—enjoys shaping processes, testing new approaches, and helping lay the foundation for a growing team.

Who we are

So, what does it mean to be a part of the Sana Commerce team?

At Sana Commerce, our values guide how we work, collaborate, and drive success.

• Champions of Our League. We deliver lasting success, balancing quick wins and long-term value. We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• Supercharge Our Customers. We're revolutionizing B2B commerce together, helping our customers to lead and succeed. Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• Determined to Grow. We embrace challenges, growing and raising the bar for ourselves and our industry. We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. We dare to be bold because we have each other's back. We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, we strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

#LI-Hybrid

- Michiel Schipperus

Former CEO of Sana Commerce