Who Are We?
Mbrella and D’Ieteren Energy, two market leaders in their fields, are joining forces to build the ultimate mobility and energy ecosystem for people and businesses.
By combining Mbrella’s digital mobility-budget platform with D’Ieteren Energy’s expertise in EV charging and energy solutions, we help organisations accelerate their transition to smarter, more sustainable mobility.
Together we are building a scalable growth platform — uniting technology, innovation and operational excellence — backed by the strength and long-term vision of the D’Ieteren Group.
As part of this transformation, we are looking for a strategic, customer-centric Head of Customer Success to shape and lead the customer experience across our growing portfolio of mobility and energy solutions.
Your Role
As Head of Customer Success, you own the entire post-sales journey — making sure customers extract maximum value from our solutions while you drive retention, satisfaction, growth and operational excellence.
Reporting to the Head of Sales & Marketing, you define and execute the customer success strategy across Customer Care, Customer Support and Account Management, and lead a multidisciplinary team that sets the customer-centric tone for the whole organisation.
This is a highly visible leadership role with real autonomy and impact: you will build the customer organisation of the newly integrated D’Ieteren Energy and Mbrella business and make customer experience a true competitive differentiator. Beyond satisfaction, you are accountable for retention, customer lifetime value, expansion revenue and the overall economic value of the installed base.
Your Key Responsibilities
Strategy & Value Creation
-
Define and execute a customer success strategy aligned with our growth, retention and profitability goals.
-
Design customer-lifecycle frameworks that deliver a seamless experience from onboarding through renewal and expansion.
-
Build segmentation and success models that optimise service delivery and portfolio value, supported by scalable processes that sustain future growth.
Retention & Portfolio Growth
-
Drive retention and minimise churn through proactive engagement and risk management.
-
Identify upsell, cross-sell and contract-expansion opportunities across the mobility and energy portfolio.
-
Own strategic renewals and growth plans, and build key-account plans together with Sales.
-
Monitor customer-health indicators and act early when accounts are at risk.
Customer Care & Operational Excellence
-
Lead and continuously improve Customer Care and Support operations, ensuring timely, effective resolution across every touchpoint.
-
Set clear service-level standards and performance metrics.
-
Pursue automation, digitalisation and AI to lift both customer experience and efficiency.
Leadership & Team Development
-
Lead, coach and grow a high-performing customer success organisation.
-
Foster a culture of customer centricity, accountability, collaboration and continuous improvement.
-
Develop talent, leadership capability and succession plans for current and future needs.
Strategic Customer Management
-
Personally own relationships with our most strategic customers and partners, building trusted executive-level connections.
-
Lead major negotiations, renewals and business reviews, and act as escalation point for critical situations.
Voice of the Customer & Cross-Functional Collaboration
-
Be the voice of the customer across the organisation, working closely with Product, Operations, Finance, Marketing and Commercial.
-
Ensure customer feedback shapes product development and service improvements.
-
Partner with Sales on seamless handovers and help integrate customer-facing processes across both businesses.
Performance & Data-Driven Decisions
-
Define, track and improve customer success KPIs — retention, churn, NRR, satisfaction, CLV and service performance.
-
Turn customer analytics into action, ensuring customer success contributes directly to revenue, profitability and EBITDA.
Your Profile
You are a customer-centric leader who pairs strategic vision with operational excellence, and you know that exceptional customer experiences drive sustainable growth. You bring:
-
7+ years in Customer Success, Account Management or Customer Care, including 3+ years leading high-performing teams.
-
A proven track record of improving customer retention, satisfaction and portfolio growth.
-
Experience in SaaS, technology, mobility, energy or subscription-based businesses (a strong plus).
-
A solid grasp of customer-lifecycle management, success methodologies and service operations, with experience building and scaling customer-facing organisations.
-
Excellent stakeholder management, communication and leadership skills.
-
Strong analytics, with hands-on use of customer success platforms, CRM systems and dashboards.
-
A customer-obsessed mindset paired with sharp business acumen, at home in fast-growing, transforming environments.
-
A Master’s degree in Business, Engineering or a related field.
-
Fluency in Dutch and French, with a strong command of English.
Why Join Us?
This is more than a customer success leadership role. You will build the customer experience organisation of a future-focused mobility and energy company — influencing strategy, shaping teams and creating meaningful impact for thousands of customers. We offer:
-
A key leadership position with real visibility and influence.
-
The chance to shape the customer experience strategy of a fast-growing mobility and energy ecosystem.
-
A dynamic environment combining scale-up spirit with the strength of the D’Ieteren Group.
-
Attractive career development across the wider D’Ieteren ecosystem.
-
A competitive salary package including company car, performance bonus and comprehensive benefits.
-
A collaborative culture focused on innovation, customer value and continuous improvement.
Ready to Help Shape the Future of Customer Experience?
If you are passionate about customer success, leadership and building long-term customer value — and excited to help shape the future of mobility and energy — we would love to hear from you.
