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Customer Success Manager

D'Ieteren -
Bruxelles

Soumettre votre candidature

Détails de l'emploi

CDI
Il y a 7 heures

Qualifications

Français
Expérience en gestion d'équipe
Anglais
Gestion de projet
B2B
HubSpot
SaaS
Gestion de comptes clients
Compétences en communication

Description complète du poste

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 [email protected]

Locatie

Kantersteen 12
1000 Brussel
Belgium

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