Customer Success Manager

About New Black

We are just a bunch of NERDS, transforming the world of (e)commerce with our truly unique Contextual Commerce platform, called EVA. Our purpose is to help globally operating brands and retailers to become adaptive to change. EVA is the engine that powers digital retail solutions, a secure, cloud-based platform that is setup to improve the consumer experience. We facilitate flexible infrastructure, enable digital transformation, and help our customers deliver a true unified experience and functionality to their customers faster and smarter. We work for leading brands and retailers such as Dyson, Rituals, G-Star, Kiko Milano, and others.

Our philosophy

New Black, is a company like no other. That is a promise. We believe that work is about more than getting paid for your effort. We have implemented holacracy in our company and we cut the crap so you don't have to report to a manager. We align with each other, but we don't report in one direction. It helps us to be faster and more adaptive to change. But we don’t take it easy. We work hard and the next thing’s always lined up; we don’t take our success for granted.

New Black is more than a software company; we are a next-generation platform transforming the world of (e)commerce, a company full of passionate people who love what we do and how we do it.

New Black is very ambitious; we are profitable and fully bootstrapped (no investors, no debts). This is incredibly important in providing us the freedom to shape our company the way we see fit.

New Black wholly owns its intellectual property; this allows us to make our own decisions about our products and provides us with the freedom to create the best product with the latest technology.

New Black has entered selective strategic partnerships with best-in-class global brands like Apple, Microsoft, Adyen, Deloitte to create 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. It’s 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

• An amazing passionate team with talented people, who really love what they do and how they do it.
• 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 an 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.
• 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.

How To Apply

Send your motivation and resume to Sandra Spalatelu at sandra@newblack.io. Although we only hire the best, we don't judge you on (lack of) diplomas or shiny names on your resume. Attitude and experience go a long way. We are looking for the gems who wish to be and become the best of the best.

We respect your privacy and protect your data. New Black uses AI‑enabled tools to support parts of our hiring process.This policy explains how we collect, use, and safeguard your personal information during recruitment, following GDPR guidelines & the EU AI Policy.