Customer Success Manager

Drive customer growth. Shape the product. Make a global impact. Why this role matters At EMAsphere, customer success goes far beyond support. As a Customer Success Manager, you play a central, global role at the crossroads of customers, revenue and product. You are responsible for growing our existing client base across all territories, ensuring long-term retention while actively driving upsell and expansion. Thanks to your trilingual profile (Dutch, French and English), you operate seamlessly across regions and act as a key connector between markets. This is a highly visible role with direct impact on revenue growth, customer loyalty and product evolution. Your mission You help customers get maximum value from EMAsphere while identifying and activating growth opportunities across the entire portfolio. You translate customer needs into concrete commercial actions and valuable product insights. You are both: a trusted partner for decision-makers, a growth driver for the business. What you will do Drive customer growth – globally Identify and close upsell and cross-sell opportunities across all territories (Wallonia, Flanders, Luxembourg, France and international markets). Lead contract renewals and scope extensions. Analyze customer needs and propose relevant additional modules, features or services. Work closely with Sales and Services to ensure smooth delivery after commercial agreements. Be the voice of the customer Collect structured feedback from customers across all regions. Translate field insights into clear input for the Product team. Contribute to shaping the global product roadmap based on real customer needs. Ensure transparent follow-up with customers on their requests and evolutions. Build long-term customer relationships Develop strong relationships with key stakeholders and decision-makers. Monitor account health and anticipate churn risks. Define and execute action plans to ensure long-term satisfaction and loyalty. Who you are Bachelor's or Master's degree in Business, Management, Finance or Marketing. Proven experience in Customer Success, Sales or Account Management, ideally in a SaaS or tech environment. Fluent in Dutch, French and English – this is a must-have for this role. Strong commercial mindset with confidence in negotiation and closing. Excellent communication, listening and organizational skills. Comfortable managing a large, diverse and international client portfolio. Customer-oriented, results-driven and naturally collaborative. Positive, dynamic and hands-on mindset. What you will love at EMAsphere A high-growth SaaS scale-up A fast-growing company where your role has a direct and visible impact on revenue, customers and product strategy. Autonomy, trust & ownership We believe in ownership and accountability. You are trusted to take initiatives and make decisions. A people-first, collaborative culture Performance and well-being go hand in hand. Collaboration, transparency and mutual support are core values. An international and dynamic environment Work across markets and cultures, with passionate colleagues and ambitious customers. EMAsport – move together A dedicated sport budget for inter-team activities to stay active and connected. Feel good at work – for real We do our best to make EMAsphere a great place to work: Join a team as exceptional as you Join a fun, dynamic and committed team, led by experienced entrepreneurs, where everyone can be themselves and grow in a positive and stimulating environment. Practical details Offices in Ghent and/or Louvain-la-Neuve 2 days of remote work per week Attractive compensation package (fixed + variable linked to growth performance) Collaboration & reporting You report directly to the Chief Revenue Officer (CRO). You work closely with Product, Sales and Services teams across all territories.