Enterprise Customer Success Manager
il y a 1 semaine
About Qover:
We are Qover, a leading insurtech scale-up that has raised $70 million. With an international team of 120+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences – creating meaningful connections with their community and enabling their success.
Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent, and accessible across borders – a global safety net.
To that end, our platform covers millions of users across 32 European countries and works with longstanding partners like Revolut, Deliveroo, NIO, Canyon, Monzo, Cowboy and many others.
Visit our website for more about what we do
Your Job :
We are seeking a proactive, independent, and customer-centric Enterprise Customer Success Manager to manage our enterprise accounts in the Financial Services, Insurance, and Automotive sectors. The ideal candidate will have a strong background in B2B SaaS, a deep understanding of the industries we serve, and a passion for helping clients achieve their strategic goals. This role requires a consultative mindset, analytical thinking, understanding of technical topics and to take ownership of senior customer relationships from onboarding through to renewals.
Your Responsibilities:
- Enterprise Customer Onboarding & Training: Lead onboarding sessions explaining Qover governance, tools & processes & understanding business objectives. Monitor onboarding progress, offering support for successful implementation.
- Strategic Relationship Management: Identify key stakeholders within our enterprise accounts and develop relationships with key partners (including clients and insurers), acting as a trusted advisor. This includes in-person meetings in key European countries. Proactively engage with clients to assess their needs, identify opportunities for value creation, and provide solutions that drive their business forward. Identify potential risks to customer satisfaction or retention and take proactive measures to mitigate them.
- Value Realisation and Operational Excellence: Provide actionable insights based on data analysis and industry insights. Coordinate Qover teams to prepare insightful QBRs & take the lead on delivering actionable storylines / insights. Develop customer-centric processes and drive customer-centric thinking across Qover. Serve as the primary point of contact for any escalated issues, working closely with internal teams to ensure prompt and effective resolution.
- Renewals and Account Growth: Drive the renewal process by demonstrating ongoing value and addressing any concerns or barriers to renewal. Develop tailored account plans with Sales & Marketing to drive account growth. Identify opportunities to drive value creation and improve key client metrics. Drive opportunities for expansion of existing deals and work with the sales team for more complex cross-sell opportunities in new countries or propositions.
- Customer Advocacy and Feedback Loop: Act as the voice of the customer within our organisation, providing feedback to sales, product and marketing teams to influence product roadmap & strategy. Cultivate and develop customer advocates who can participate in testimonials, case studies, and industry events.
Your Profile :
- 5+ years of experience in a Customer Success, Account Management, or similar role within a B2B SaaS or Insurance environment. Candidates with less experience, but exceptional drive and autonomy will be considered.
- Experience in Strategy Consulting is considered an asset.
- Proven track record of managing and growing enterprise accounts, with a focus on customer satisfaction and retention.
- Strong understanding of SaaS business models and customer lifecycle management.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with senior-level stakeholders.
- Highly proactive, with a strong sense of ownership and the ability to work independently.
- Strong analytical skills, with the ability to interpret data and translate insights into actionable recommendations.
- Important to be comfortable with technical topics and be a fast learner.
- Comfortable working with data to drive customer success strategies.
- Comfortable with Google Sheets (xls), Google Slides (ppt) is a must. Experience with pulling data queries is an asset.
- Fluency in English.
By joining our dynamic and ambitious team, we offer:
- A flexible work environment: up to three days remote per week and the ability to work from anywhere one month per year.
- 28 days off (8 extra days on top of the 20 legal days).
- A nice working space in a great location in Brussels: Qover-dedicated space at WeWork (Rue du Commerce 31) with a large terrace to enjoy team events.
- A positive company culture that values teamwork and taking initiative but also having fun, with regular social events.
- A collaborative and communal environment where everyone is welcomed, valued and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc.
- The chance to work among entrepreneurial people, giving you the opportunity to learn and have a real impact at one of Europe's fastest-growing insurtechs.
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