Head of Customer Success

il y a 1 jour

Laeken, Belgique Leexi Temps plein

Job: Co-Head of Customer Success (Fractional) – Operational Mission for 2026 Company: Leexi is an AI Notetaker & B2B conversational intelligence SaaS. Leexi won the award for best AI company in Belgium 2025. Boost your productivity with Leexi by eliminating manual note-taking. Our platform saves you time by generating intelligent meeting summaries and clear next steps, allowing you to stay focused on the conversation. Recognized by experts as the best tool on the market, we continuously innovate based on customer feedback. We ensure enterprise-grade security with ISO 27001 certification, EU AI Act compliance, and data sovereignty in Europe. With an ambitious vision, Leexi aims to become the European leader. Location: Brussels (Part-time, Office-Based mainly) Start date: ASAP / February Objective: Take operational and strategic responsibility for the Customer Success team to standardize processes, reduce churn, structure partnerships, and develop upsell. Fractional mission (20–60%, 2-3 days per week) for a minimum of 6 months, hands-on: define priorities together, launch actions, and coach the team of 8-10 people until industrialization. Reporting: Reports to the COO. Works in close coordination with Matthieu (COO) and Augustin (Co-head of CSM). You will be the owner of the topics listed below. Key Responsibilities Process Standardization & Skill Development Standardize rituals and processes: stand-ups, 1:1s, health checks, pipeline cleaning, inbox zero. Define and manage essential CS KPIs (churn, NPS, activation, TTR, usage). Industrialize CRM automations (Pipedrive) and telephony integration (Cloudtalk). Organize the training plan in collaboration with Matthieu (onboarding, playbooks, certifications). Churn & Downsell Reduction (End-to-End) Implement churn tracking in Pipedrive and automated email follow-up. Structure activation, implementation, and product adoption actions (day 1 → TTV). Deploy a "happiness" measurement system (NPS / CSAT) and remediation process. Partnerships & Partner Onboarding Industrialize the partner onboarding journey (process, payments, enablement). Create a framework to identify and activate lead-generating partners. Set up operational tracking and partner KPIs. Upsell & Expansion (KAM Coordination) Structure upsell offers (self-serve, upselling clients, existing clients). Define playbooks and cadence for KAMs / CSMs to increase expansion revenue. Build a process to identify upsell opportunities based on usage and health signals. Customer Support & Tools Audit and recommend support stack (Freshdesk / alternatives), ticket workflows, and SLAs. Implement automated reporting (RAG dashboards, use cases, resolution times). Integrate support/CS with product and sales for product feedback and prioritization. Required Profile (Essential)5+ years in Customer Success / Customer Operations within a SaaS, ideally scale-up environment. Proven experience in churn reduction, onboarding/activation, implementing CS playbooks, and upsell programs. Highly hands-on: proficient with Pipedrive (or similar CRM), support tools (Freshdesk/Helpdesk), and telephony integrations (Cloudtalk). Ability to structure KPIs/dashboards and coach a team. Pragmatic mindset, execution-oriented, and focused on continuous improvement. Fluent in French and professional proficiency in English.

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