Customer Success Manager
Enregistrez cette offre et organisez votre recherche
Créez un compte gratuit pour enregistrer des offres d'emploi, créer des alertes et revenir à cette liste depuis votre tableau de bord.
- Commercial Relations
- Contract van onbepaalde duur
- Hybride BE 1000 Brussel Sluit je aan bij de marktleider qua mobiliteit in België Waarom meer dan 95% van onze werknemers ons als werkgever aanbevelen. #LI-DNI
About the Role
The Head of Customer Success leads a multidisciplinary team responsible for delivering an exceptional experience to Mbrella's SME and Enterprise clients. As a senior individual contributor and people manager, you sit at the intersection of client success, product intelligence, and operational excellence. Team Structure
- SME Customer Success Managers
- Enterprise Customer Success Managers
- Care team (chat support) Team size: ~9 people
Key Responsibilities
Client Portfolio Management
- Own and manage a portfolio of Enterprise clients
- Drive client onboarding, adoption, and long-term retention
- Serve as the senior escalation point for complex or strategic accounts Project Management
- Lead and follow up on client projects from kick-off to go-live
- Coordinate cross-functional stakeholders (Sales, Product, Tech) to ensure delivery
- Track project status, risks, and action items with rigour Product & Client Feedback Loop
- Collect, synthesise and prioritise client feedback into structured, actionable product insights
- Act as the voice of the customer in internal product and roadmap discussions
- Collaborate closely with the Product team to influence the roadmap based on real usage patterns People Management
- Manage, coach and develop a team of ~9 CS and Care profiles
- Run performance reviews, set objectives and support team growth
- Foster a culture of accountability, autonomy and client obsession Process & Operational Excellence
- Identify and eliminate manual, repetitive tasks through automation or tooling improvements
- Optimise the end-to-end customer journey — from onboarding to renewal
- Maintain and improve internal documentation, playbooks and CS tooling Cross-functional Collaboration
- Active member of the management team
- Work closely with Sales on handovers, upsell opportunities and pipeline visibility
- Partner with Tech on product issues, integrations and client-specific configurations Tools & Systems
- CRM (e.g. HubSpot) — pipeline and account management
- Support platform (e.g. Intercom) — client communications and care ticketing
- Project tracking (e.g. Linear, Notion) — task management and documentation
- Back-end admin platform — account configuration and troubleshooting
- Invoicing tool — billing follow-up and client invoice management Ideal Profile
- 5+ years of experience in Customer Success, Account Management or Operations, ideally in a B2B SaaS environment
- Proven experience managing a team
- Strong project management skills — structured, autonomous, able to handle multiple accounts simultaneously
- Ability to translate client needs into clear product requirements
- Comfortable operating in a fast-moving, scaling environment
- Data-driven mindset with strong analytical and communication skills Languages
- Fluent in English — required
- French and/or Dutch — a strong asset
- -> mailto clara@mbrella.eu ## Locatie Kantersteen 12 1000 Brussel Belgium ## Werk voor ons ## Solliciteren
-
CIP Customer Success Manager
Il y a 1 semaine
Brussels Metropolitan Area, BRU, Belgique Leexi Temps plein**À propos de l'entreprise** Leexi est un SaaS d’IA notetaker. Notre plateforme vous fait gagner du temps en générant des résumés intelligents de réunions et des prochaines étapes claires, vous permettant de rester concentré sur la conversation. Reconnu par les experts comme le meilleur outil du marché, nous innovons continuellement en nous...
-
Customer Success Manager Secure Power
Il y a 2 semaines
Ukkel, Brussels Region, BRU, Belgique Schneider Electric Temps plein**About The Role** We’re looking for a **Customer Success Manager Secure Power** , located in Ukkel, Brussels, who will be the trusted advisor for our clients, ensuring they achieve maximum value from our digital solutions. You’ll lead ongoing client relationships, drive adoption, and identify opportunities for growth while minimizing churn. **What...
-
Customer Agent FR/NL
Il y a 4 heures
Brussels, BRU, Belgique Planity Temps pleinDe snelgroeiende start-up Planity is het nummer 1 online reserveringsplatform voor beauty-afspraken van Frankrijk. Via een mobiele app en een gebruiksvriendelijke website kan iedereen eenvoudig (en gratis) 24/7 afspraken inplannen bij de kapper, barbier of schoonheidssalon om de hoek. Maar bovenal is het Planity’s missie om schoonheidsprofessionals te...
-
Project Manager
Il y a 2 jours
Brussels, BRU, Belgique CGI Temps pleinPosition Description: (Note: This job posting is only open to resident in Belgium , native Dutch or French. If this is not the case, please have a look at our other job postings instead!).Are you ready to lead impactful projects and deliver exceptional results? We are seeking a Project Manager who combines strong leadership, organizational skills,...
-
Programme Manager – Europe
Il y a 5 heures
Brussels, BRU, Belgique eMFusion Global Temps pleinProgramme Manager - Europe Job Description As Programme Manager - Europe, you will be responsible for overseeing the delivery of multiple digital projects. You will be tasked with identifying, planning, and coordinating digital technology initiatives, ensuring they align with business objectives and are executed successfully. This role requires a strategic...
-
Project Manager – Infrastructure and Cloud Services
Il y a 3 jours
Brussels, BRU, Belgique CGI Temps pleinPosition Description: (Note: This job posting is only open to resident in Belgium , native Dutch or French . If this is not the case, please have a look at our other job postings instead!).We are looking for an experienced and hands on Infrastructure and Cloud Services Project Manager to lead key IT infrastructure initiatives across a dynamic and...
-
Young Graduate
Il y a 7 jours
Brussels, Brussels Region, BRU, Belgique Isabel Télétravail Temps plein**Let’s shape the future of finance - together** At Isabel, we believe that real innovation happens when people and ideas connect That’s why we’re building more than technology, we’re building an ecosystem. One where every voice counts, and where your work can truly make a difference. We’re looking for curious minds and...
-
Service Delivery Manager – Infrastructure and Cloud Services
Il y a 3 jours
Brussels, BRU, Belgique CGI Temps pleinPosition Description: We are looking for a proactive and client oriented Service Delivery Manager – Infrastructure and Cloud Services to ensure the operational excellence of IT services across a complex and evolving environment.As SDM Infra, you act as the strategic link between our clients, technical teams, and delivery operations locally,...
-
Customer Care Officer _FR
Il y a 7 jours
Brussels, Brussels Region, BRU, Belgique NMBS-SNCB Temps plein**Comment pouvez-vous faire la différence ?** En tant que Customer Care Officer, vous répondez aux réactions écrites de nos clients. Prêt(e) à relever ce défi et à participer activement au renouveau de la SNCB ? Rejoignez-nous ! **Quel est votre rôle à la SNCB ?** En tant que Customer Care Officer, vous traitez toutes sortes de...
-
Operations & Customer Success Manager - Fintech
Il y a 2 semaines
Brussels, Brussels Region, BRU, Belgique Shiperise (Techstars '24) Temps plein**About Shiperise** Shiperise is a Belgian fintech specialising in inventory financing for e-commerce and omnichannel brands across Europe. Founded to solve a problem every growing brand faces - cash tied up in stock - Shiperise provides short-term financing solutions that unlock working capital, without the constraints of traditional lending. We work...
