Pleun Schuit and Nina van den Heuvel are two of our dedicated Customer Success Managers at Chainbalance. Each brings unique strengths to their roles. Pleun combines her passion for numbers with her expertise in supply chain management to help drive digitization in the fashion industry.
Meanwhile, Nina blends her strategic management and replenishment background with a deep-rooted love for fashion, offering a fresh perspective in supporting our clients. Together, they embody the diverse expertise and passion that make our Customer Success team so effective.
At Chainbalance, we believe in the power of teamwork, and that true success comes when everyone works together. This approach optimizes all of our business operations and is why we connect you with all necessary departments when needed.
Today, our Customer Success team is in the spotlight. Learn more about their work and get to know the people behind it. See their expertise and walk through a typical day in their role.
“Meeting customers in person and hearing how Smart Supply changed the way they work, that makes all the effort worth it.”
For Nina and Pleun, Customer Success is about much more than customer service, it's about being the bridge between the product and the people using it. When asked to sum up their role in three words, they say: project management, training, and strategics. These core elements reflect their broad responsibilities: from onboarding and training to ensuring long-term value and satisfaction.
A typical workday starts (after coffee of course) with checking emails and prioritizing tasks. Then come regular customer meetings, internal check-ins with the R&D department, training sessions, and data analysis. “One of my favorite parts,” says Pleun, “is teaching customers all about Smart Supply and seeing how they actually apply that knowledge in their daily operations.”
Communication is at the core of everything they do. As Nina explains, “Customer Success Managers need to effectively communicate, not just with customers, but with internal teams too. It’s all about understanding the client’s needs and guiding them toward the best use of the product.”
Their collaboration with other departments, especially R&D, is key. Weekly meetings allow the team to pass on customer feedback, evaluate feature requests, and align product development with user needs. This loop ensures that Smart Supply evolves in a way that delivers continued impact.
Two features that frequently stand out to customers are ‘Missing Best Sellers’, which highlights high-performing products that are missing in certain stores, and ‘Smart Order Proposals’, which help retailers (even hesitant ones) get started quickly with Smart Replenishment suggestions backed by data.
Beyond features and functions, the most rewarding moments come at the end of onboarding. “Meeting customers in person and hearing how Smart Supply changed the way they work, that makes all the effort worth it.” says Nina.
At Chainbalance, success is measured by more than metrics, it's about relationships, results, and real value delivered. Thanks to Pleun, Nina, and the entire Customer Success team, we make sure our clients don’t just use Smart Supply, they succeed with it.