Customer Success Manager
Key Skills
Job Description
Welcome to New Black! At New Black, we are revolutionizing the world of Contextual Commerce with EVA, our cutting-edge platform. As we continue to expand and enhance EVA, we’re looking to strengthen our team with a Customer Success Manager who thrives in long-term transformation programs, strategic delivery, and constant collaboration with customers and partners. About New Black We are just a bunch of NERDS, transforming the world of (e)commerce with our truly unique Unified Commerce platform, EVA, which empowers brands and retailers to adapt to change. EVA improves customer experiences by providing flexible infrastructure and seamless digital solutions for leading brands and retailers such as Rituals, Dyson, Intersport, AFC Ajax, Kiko Milano, and many more. Our Philosophy New Black, is a company like no other. That is a promise. NEW BLACK believes work is more than compensation; we embrace holacracy to foster collaboration, aligning as a team without rigid reporting lines for agility and responsiveness. NEW BLACK is dedicated to hard work and continuous improvement, viewing success as a shared responsibility and striving for excellence. NEW BLACK is more than a software company; we are a next-generation platform transforming (e)commerce, filled with passionate people who love what we do. NEW BLACK is ambitious; we are profitable and fully bootstrapped (no investors, no debts), granting us the freedom to shape our company as we see fit. NEW BLACK wholly owns its intellectual property, enabling us to make independent decisions about our products and innovate with the latest technology. NEW BLACK has formed strategic partnerships with top global brands like Apple, Microsoft, Adyen, and Deloitte, creating an ecosystem for global expansion and sustainable success. About Your Role As a Customer Success Manager, you'll facilitate high-impact, long-term initiatives that stretch far beyond classical project delivery. Your mission? Ensure customers succeed with EVA - not just during rollout but throughout the lifecycle. You’ll act as a trusted advisor and strategic partner to our clients, coordinating onboarding, guiding implementation, tracking progress, and helping our customers realize the full potential of Contextual Commerce. This role is at the heart of how we drive transformation, create business value, and build lasting relationships. This role is about taking ownership, building trust, and navigating complexity - all while keeping things human, clear, and outcome-driven. This role blends project management with customer growth. Depending on the week, you might be: Onboarding new customers: planning and guiding implementations from kick-off to go-live. Driving expansion: building and executing plans to roll out EVA to new stores, countries, or channels. Launching new functionality: coordinating adoption of new features and capabilities with customers and internal teams. Keeping the relationship healthy: acting as the single point of contact, tracking progress, and resolving friction before it escalates. What Are We Looking For? We’re after someone who lives at the intersection of tech, retail, and execution. Someone who gets joy out of making things happen and solving problems across teams and timelines. Relevant experience: Around 5 years of tech, consulting, or digital product delivery Track record managing multi-stakeholder projects with complex dependencies Comfortable with both strategy and hands-on execution Retail + Tech mindset: Passion for retail and a fascination with its transformation Ability to translate business needs into implementation priorities Familiarity with digital platforms and technical concepts Strong execution & ownership: Highly organized and outcome-focused Not afraid to take the lead, challenge the status quo, and drive progress Comfortable navigating ambiguity and working under pressure People & communication skills: Strong communicator who builds trust and alignment across internal and external teams Proactive in managing relationships and resolving friction Confident in presenting, persuading, and influencing Bonus points for: Experience with tools like Jira, Atlas, or other project management platforms Project Management Certifications What we offer A company like no other; New Black really takes care of you. We hire with the intention to keep you! To be your own boss, for we don’t have a hierarchy but implemented a holacratic way of working. Everyone is equal. State of the art equipment for your home office (AirPods, Macbook etc.), and many amazing perks which will reflect your effort and input. Determine your own working hours and days. Determine your own off-time and working location. When you come to the office – the travel is on us! Our own chef who prepares amazing lunches for you in the office. To be part of something great, not just a job, but a movement in Retail IT landscape. This is a company where everyone works with passion, and they are the best in what they do. We are changing the future of retail worldwide, and we invite you to be part of it. Apply because you’ve got the motivation to change the game of global retail and the skills to back it up. New Black uses AI‑enabled tools to support parts of our hiring process. Learn more in our Candidate Privacy & AI Notice.
Core Responsibilities
Lead customer onboarding and implementation programs, coordinating stakeholders from kickoff through go-live and supporting the adoption of new features. Serve as the customer’s strategic partner and primary contact, driving expansion, tracking outcomes, resolving friction, and helping customers realize value from EVA.
Requirements
The role seeks around five years of experience in technology, consulting, or digital product delivery, including managing complex, multi-stakeholder projects. Candidates should combine retail and technology interest with strong execution, organization, communication, relationship-building, and the ability to translate business needs into implementation priorities; Jira or Atlas experience and project management certifications are advantageous.
Benefits
- Flexible Working Hours
- Flexible Working Location
- Home Office Equipment
- Travel Expenses
- Office Lunches
About New Black
Industry: IT Services and IT Consulting
Company size: 51-200 employees
Retail has always been about people. The real magic happens on the sales floor, in the conversations, the advice, the smiles that build loyalty long before any system even notices. Yet most retailers are being held back. Not by competitors, but by their technology. Over time, many have ended up with a patchwork of disconnected systems, what we call the Frankenstack®. It’s messy, difficult to maintain, and makes it nearly impossible to deliver a consistent experience to customers. Growth is hard when your roots are tangled. That’s where EVA comes in. EVA is the Contextual Commerce Foundation: one platform that brings everything together. Inventory, orders, promotions, loyalty, and clienteling tools for store associates all live in a single place, giving retailers and brands the ability to be adaptive to change. With EVA, associates don’t just ring up sales. They truly know their customers, with profiles, notes, and insights right at their fingertips. Headquarters doesn’t just send out strategies and hope for the best. Task management ensures those strategies actually reach every store. And customers aren’t left waiting or disappointed. EVA’s order management, appointments, and case handling keep promises dependable. It’s built for the global stage, with compliance and fiscalization built in from the start. And because it’s open, API-first, and adaptive, brands can shape it around their unique experiences instead of being forced to fit into rigid software. That’s why EVA is trusted by global brands like Rituals, KIKO Milano, Dyson, G-Star, Intersport, Red Wing Shoes, and many more. They see EVA not just as software, but as the foundation for a new kind of retail: simpler, more human, and ready for whatever comes next. So when we say EVA is the soil, that’s what we mean: the unseen foundation that lets associates rise as ambassadors, headquarters lead with clarity, and customers feel part of a community rather than just another transaction.