Customer Success Manager

Company DescriptionRuneasi recently joined the ranks of Belgium’s fastest-growing AI scale-ups. Runeasi is born out of research at KU Leuven, with the founders having more than 70 years of combined domain expertise in biomechanics. The company is committed to translating cutting‑edge science and technology into practical tools that improve physical health and human performance at scale. Runeasi empowers physiotherapists, running coaches, and running shoe stores with lab-grade running and jumping assessments. Runeasi converts biomechanics data into training opportunities and exercise programs for athletes using an AI-powered IMU sensor and sports belt.Today, Runeasi is trusted by the most renowned sports physical therapists and running footwear brands in more than 40 countries worldwide. Runeasi is a small, international team of 10+ across Belgium, the Netherlands, and the US, bringing data-driven, personalized movement care to all. Runeasi is backed by visionary seed investors in Europe and the US. Role DescriptionWe are seeking a proactive Customer Success Manager to join our team. This is a full-time hybrid role based in Leuven, with flexibility for partial remote work. This role is essential in working directly with a global customer base of physiotherapy clinics, running coaches, and running stores to understand their goals, delivering virtual and in-person training, and actively drive product adoption & expansion. Ideal candidates are strategic thinkers, self-starters, and strong team players who excel at solving customer challenges and fostering growth with a strong background in physiotherapy and healthcare. The ideal candidate is an enthusiastic and empathetic communicator who finds innovative ways to expand customer success and product adoption, while working toward meaningful, measurable retention outcomes.Key Responsibilities:Customer Relationship ManagementServe as the primary point of contact for assigned customer needs and escalations, directing them to the right internal experts (e.g., support, product, data science).Build and maintain strong customer relationships by regularly assessing satisfaction through follow-ups and identifying areas for growth.Monitor customer health and proactively identify opportunities for increasing adoption and usage. Manage a B2B SaaS customer accounts pipeline in the CRM, from customer onboarding to renewal.Onboarding, Training, and EnablementGuide new customers through virtual and in-person onboarding training sessionsConduct virtual and in-person training sessions & create success plans tailored to each client’s unique needs to help customers achieve their goals.Proactive Communication and Issue Resolution:Collaborate closely with sales, support, and product teams to align solutions with clinic workflows and evolving needs. Collect structured feedback from clinics, PTs, and sports partners. Translate customer needs into actionable product inputs.Conduct regular check-ins and reviews with clients, ensuring clear communication on successSupport the management of subscriptions, renewals, and account operations to ensure a seamless experience for clinics and partners.Strategic ResponsibilitiesLead and implement strategies to drive adoption and retention across multiple touchpoints (training sessions, usage reviews, webinars, success plans).Follow and improve the Runeasi CSM playbook by bringing fresh ideas for process improvements and customer engagement.Data-informed Tracking & ReportingMonitor and analyze customer retention metrics (adoption, retention, usage) and implement iterative improvements. Provide regular reports to leadership on customer health, adoption trends, and success initiative performance.Analyze user behavior (usage frequency, patient volume, feature adoption) to identify engagement opportunities and tailor communication.QualificationsProficiency in Customer Satisfaction, Customer Retention, and ensuring an exceptional client experience.Strong Analytical Skills for understanding customer feedback, trends, and problem-solving.Ability to build and maintain meaningful business relationships and nurture long-term partnerships with clients.Experience in Customer Service, demonstrating responsiveness and a proactive approach to customer needs.Excellent communication and interpersonal skills, with the ability to work collaboratively across teams.Familiarity with tools and platforms for customer relationship management is advantageous.Knowledge of biomechanics, sports science, or a related field is a plus.Bachelor’s degree in Business, Communication, or a related field in physiotherapy preferred.What we offer:Competitive compensation + performance-based bonusesHybrid working flexibility (remote and in-office), occasional travel for team or customer meetingsAccess to an inspiring team of experts in biomechanics, product, science, and innovationA mission-driven company culture committed to impacting health at scale