Co-Head of Customer Success
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Awards
- WinnerawardforbestAIcompanyinBelgium2025,
- ISA2025innovationBelgianaward
Certifications
- ISO27001certification,
- EUAIActcompliance,
WorkSchedule
Full-timeOffice-based-1day/weekremote
Objective:
TakeoperationalandstrategicresponsibilityfortheCustomerSuccessteamtostandardizeprocesses,reducechurn,structurepartnerships,anddevelopupsell.hands-on:defineprioritiestogether,launchactions,andcoachtheteamof8-10peopleuntilindustrialization.
Reporting:
ReportstotheCOO.WorksinclosecoordinationwithMatthieu(COO)andAugustin(Co-headofCSM).
KeyResponsibilities:
- IndustrializeCRMautomations(Pipedrive)andtelephonyintegration(Cloudtalk).
- OrganizethetrainingplanincollaborationwithMatthieu(onboarding,playbooks,certifications).
Churn&DownsellReduction(End-to-End)
- ImplementchurntrackinginPipedriveandautomatedemailfollow-up.
Partnerships&PartnerOnboarding
- Industrializethepartneronboardingjourney(process,payments,enablement).
- SetupoperationaltrackingandpartnerKPIs.
- DefineplaybooksandcadenceforKAMs/CSMstoincreaseexpansionrevenue.
CustomerSupport&Tools
- Implementautomatedreporting(RAGdashboards,usecases,resolutiontimes).
- Integratesupport/CSwithproductandsalesforproductfeedbackandprioritization.
- 5+yearsinCustomerSuccess/CustomerOperationswithinaSaaS,ideallyscale-upenvironment.
- Provenexperienceinchurnreduction,onboarding/activation,implementingCSplaybooks,andupsellprograms.
- Highlyhands-on:proficientwithPipedrive(orsimilarCRM),supporttools(Freshdesk/Helpdesk),andtelephonyintegrations(Cloudtalk).
- AbilitytostructureKPIs/dashboardsandcoachateam.
- Pragmaticmindset,execution-oriented,andfocusedoncontinuousimprovement.
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