Customer Success Manager

About the Position

We are seeking a Customer Success Manager with 5+ years of experience to join our team in Belgium. This role focuses on delivering an exceptional experience to our SME and Enterprise clients, emphasizing client success and operational excellence.

Responsibilities

• Client Portfolio Management

  • Own and manage a portfolio of Enterprise clients
  • Drive client onboarding, adoption, and long-term retention
  • Serve as the senior escalation point for complex or strategic accounts

• Project Management

  • Lead and follow up on client projects from kick-off to go-live
  • Coordinate cross-functional stakeholders (Sales, Product, Tech) to ensure delivery
  • Track project status, risks, and action items with rigor

• Product & Client Feedback Loop

  • Collect, synthesize, and prioritize client feedback into structured, actionable product insights
  • Act as the voice of the customer in internal product and roadmap discussions
  • Collaborate closely with the Product team to influence the roadmap based on real usage patterns

• People Management

  • Manage, coach, and develop a team of ~9 CS and Care profiles
  • Run performance reviews, set objectives, and support team growth
  • Foster a culture of accountability, autonomy, and client obsession

• Process & Operational Excellence

  • Identify and eliminate manual, repetitive tasks through automation or tooling improvements
  • Optimize the end-to-end customer journey - from onboarding to renewal
  • Maintain and improve internal documentation, playbooks, and CS tooling

• Cross-functional Collaboration

  • Active member of the management team
  • Work closely with Sales on handovers, upsell opportunities, and pipeline visibility
  • Partner with Tech on product issues, integrations, and client-specific configurations

Requirements

• Core Skills

  • Customer Relationship Management: Expert
  • Business Process Management: Expert
  • Account consolidation: Expert

• Languages

  • Dutch: Native or bilingual proficiency
  • French: Native or bilingual proficiency
  • English: Full professional proficiency

Ideal Profile

• 5+ years of experience in Customer Success, Account Management, or Operations, ideally in a B2B SaaS environment
• Proven experience managing a team
• Strong project management skills - structured, autonomous, able to handle multiple accounts simultaneously
• Ability to translate client needs into clear product requirements
• Comfortable operating in a fast-moving, scaling environment
• Data-driven mindset with strong analytical and communication skills

We Offer

• Competitive salary
• Opportunity to work in a dynamic and growing company
• Professional development opportunities

About the Company

Our company is committed to delivering exceptional experiences to our clients. We value innovation, collaboration, and excellence in all that we do.