Head of Customer Strategy

We’re looking for someone who gets it. Someone who sees the chaos of modern knowledge work and thinks “we can do better than this.” Someone ready to transform Elium’s existing consulting services whilst building upon our strong foundation to unlock our 150+ customers’ knowledge potential. This isn’t your typical customer success role. You’ll be the strategic bridge between boardrooms and operational teams – working directly with C-suite and innovation leaders at BCG, BNP Paribas, L’Oréal, and other industry giants while ensuring seamless execution at the operations level. The exciting part? You’ll master both worlds: translating executive vision into operational reality and bringing ground-level insights back to strategic decision-makers. You’ll position our European AI-powered platform as essential to their transformation stories while making sure it actually works for the people using it every day. ABOUT US We bring calm to the chaos. That’s not marketing speak – it’s what we actually do. As pioneers in B2B SaaS knowledge management, we’ve built an AI-powered platform that doesn’t just store information – it orchestrates it. We turn scattered expertise into accessible wisdom that teams across the globe can actually use. When organisations talk about becoming “AI-enabled,” we become part of their brain. Over 150 leading organisations trust us with their most valuable asset: their knowledge. From global consulting powerhouse BCG to major players in banking, beauty, energy, technology, retail, agriculture, food, and pharma. We’re a European, Belgium-based company that scales thoughtfully – from intimate 50-person customer service teams to global rollouts beyond 20,000 employees. What sets us apart? Our customers tell us it’s our passion, expertise, and genuine proximity. We don’t just deliver a platform; we deliver transformation. We’re a small, lean, and flexible team that believes in superpowers over headcount. We’re scaling our impact without necessarily scaling our people – looking for exceptional individuals who can amplify what we achieve together. WHAT YOU’LL ACTUALLY BE DOING This is your chance to shape something that matters. You’ll lead our customer services strategy whilst transforming Elium’s existing Consulting Services to help organisations unlock knowledge transformation they didn’t know was possible. The unique opportunity? You’ll be the bridge between C-level strategic vision and operations-level execution – ensuring initiatives that start in the boardroom actually deliver results on the ground. Customer success & consulting strategy (your main focus) Shape the future of Elium Consulting Services and how we approach strategic customer engagements Work directly with executives to define transformation vision while partnering with operations teams to ensure seamless execution Master the art of bridging boardroom strategy with operational reality – translating executive goals into actionable plans that actually work Lead our evolution into the strategic consulting partner that drives knowledge transformation initiatives at every organizational level Supporting growth (equally important) Help existing customers expand their platform use in ways that make sense for them Support our sales team on strategic opportunities and major proposals Identify growth opportunities within our customer base Amplifying our presence & community (important but secondary) Represent us at industry events and establish us as the definitive voice in knowledge sharing Capture customer stories that show real impact, not just metrics Grow our customer community through workshops, user clubs, and content that actually adds value Influencing strategy & product (important but secondary) Bring customer insights to our product and business strategy decisions Bridge the gap between what customers need and what we build Work with leadership teams across the business WHAT WE’RE LOOKING FOR Experience that counts You’ve spent 7-10 years building expertise in strategic customer success, management consulting, or leading SaaS advisory services. You’ve been in senior strategic or executive roles for at least 3 years, developing consulting practices and driving transformational client outcomes. Skills that matter Strategic bridge-builder: You excel at connecting C-level vision with operational execution – translating boardroom strategy into actionable plans that work for end users Dual-level expertise: You’re equally comfortable presenting to executives and collaborating with operations teams to ensure successful implementation Strategic thinking: You can conceptualise consulting frameworks while executing practical solutions Collaborative influence: You work effectively across teams and drive strategic initiatives without needing direct authority Problem solving: You’re resourceful and turn customer challenges into strategic opportunities Tech-savvy: You understand knowledge management technologies and can articulate their strategic value Fluent in French and English – you’ll need both for our European customers and consulting engagements Strategic consulting or SaaS advisory background – you understand how to develop and deliver high-value consulting services that span from C-level strategy to operational implementation Leadership experience – you’ve led strategic initiatives and driven consulting practice development Deep AI understanding – essential expertise in AI applications, with ambition to evolve our offerings with cutting-edge innovations Nice to have Change management experience – you’ve helped organisations transform Knowledge management background – you understand how organisations capture, share, and leverage knowledge for business outcomes Customer Relations department experience – you have strong experience working with and understanding Customer Service operations and challenges Additional language skills – a plus for our pan-European customer base WHY YOU’LL LOVE WORKING WITH US Our approach We’re built on trust, transparency, and genuine collaboration. We give people autonomy to do their best work while supporting each other to succeed. We’re passionate about what we do, but we also believe in balance and having fun along the way. As a remote-first team anchored in Belgium, we work internationally while maintaining strong connections across our distributed workforce. What we offer Remote-first flexibility – work from anywhere while staying connected to our Belgium-anchored international team Employment options – permanent role with competitive salary, or freelance arrangements for the right person Clear growth path – evolution towards team management and broader leadership responsibilities as services expand Full mobility package – company car and phone Great kit – latest laptop and tools you need Extra time off – 6 additional holiday days on top of the standard 20 days Team connection – regular events and activities Growth opportunities – chance to learn, develop, and make your mark Ready to make knowledge work better? This role offers the chance to transform something special whilst making a real impact on how organisations share and use knowledge. We’re looking for someone excited about leading transformation in customer services and helping establish us as the definitive platform for knowledge sharing in the AI age.OUR SELECTION PROCESS We believe this process should work both ways – it’s as much about you evaluating us as it is about us getting to know you. We keep it straightforward because we respect your time, and we want you to get a genuine feel for who we are and how we work. What you can expect Initial chat – Short video call to get to know each other and see if there’s a spark Strategic conversation – Meeting with Greg, our CCO, to dive into the bigger picture Real-world challenge – Time with our Customer Success team working through an actual business case Final conversation – Short meeting with Antoine, our CEO, to talk vision and fit PRACTICAL INFORMATION Where? AXIS PARK, Rue Emile Francqui 1, 1435 Mont-Saint-Guibert, BELGIUMWhen? Immediate start available for the right candidateAny questions or want to apply? Get in touch with us via with why this opportunity excites you and how your experience fits with what we’re building. #J-18808-Ljbffr