About the Company
Our client in sales enablement is building an all-in-one software solution that helps B2B sales teams automate sales preparation, follow-ups, and personalized content generation for client conversations. By integrating with tools like calendars and CRMs, the platform supports the entire sales journey — from research and material creation to note-taking and automated follow-ups. Sales teams using this solution have reported significant time savings, increased win rates, and strong revenue growth.
The Role
As Head of Customer Success, you will be a key player in shaping and scaling the customer success function. You’ll combine strategic vision with hands-on execution to ensure customers experience the full value of the platform, from onboarding to long-term impact.
Responsibilities
Strategic leadership
- Define the vision and roadmap for how the team supports and grows customer relationships.
- Lead key accounts and build long-lasting relationships with the company’s largest customers.
Customer Onboarding & Support
- Personally guide new customers through onboarding with clarity and care.
- Create accessible resources and training content to enable self-paced onboarding.
- Develop and deliver engaging instructional videos for customer self-training.
- Act as a go-to resource for client questions, offering timely and thoughtful support.
Optimization & Scalability
- Continuously improve onboarding and support processes for efficiency and customer satisfaction.
- Develop scalable systems and content to support a growing customer base.
- Implement simple, effective ways to track engagement, feature adoption, and retention.
Driving Growth
- Lead strategic QBRs (Quarterly Business Reviews) to showcase progress and align on goals.
- Conduct regular follow-ups to gather insights and boost product adoption.
- Partner closely with sales to ensure smooth handoffs and identify upsell opportunities.
- Highlight and communicate the tangible impact delivered to customers.
Who You Are
- You have 5+ years of experience in customer success or a related role, ideally in B2B SaaS.
- You’re passionate about supporting customers and building strong relationships.
- You thrive in fast-paced, evolving environments and enjoy solving problems creatively.
- You take initiative and are focused on execution.
- You’re fluent in English; Dutch is a plus.
Work Setup The role is ideally based in Ghent, with at least two days per week in-office. Remote work is possible for candidates within ±3 hours of CEST.
