Manage the Customers
Act as Project Manager for the launch of newly signed Customers
Set up and manage the Customer’s environment in the app
Inform & train the relevant stakeholders of the Customer on the usage of the app
Take ownership of the contract terms and the invoicing management for your Customers together with the Admin Manager
Manage Customer relationships to increase Customers LTV and prevent churn
Collect regular feedback from your Customers
Propose relevant actions to take or developments to make to the team & Customers
Present new features to our Customers
Make Upsells to Achieve annual renewal and upselling revenue targets
Collaborate with sales team when needed
Be the point of contact for frontline support requests
Assist and educate our Customers in how to use our product
Update and feed our FAQ page
Make suggestions for improving the support process

Empathy and patience, but with the ability to be firm
Good writing, listening and negotiation skills
Proactive and autonomous
Excellent interpersonal skills
Notions of project management and/or Customer support are assets
Experience in a SaaS company is a plus
Rigorous, well-organized and methodical (results-driven)
Bachelor degree in any relevant skills
Bilingual French / Dutch is a mandatory requirement (and super fluent in English)

Customer Success Manager, NL/FR/EN

Key skills