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
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SME Customer Success Managers
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Enterprise Customer Success Managers
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Care team (chat support)
Team size: ~9 people
Key Responsibilities
Client Portfolio Management
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Own and manage a portfolio of Enterprise clients
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Drive client onboarding, adoption, and long-term retention
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Serve as the senior escalation point for complex or strategic accounts
Project Management
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Lead and follow up on client projects from kick-off to go-live
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Coordinate cross-functional stakeholders (Sales, Product, Tech) to ensure delivery
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Track project status, risks, and action items with rigour
Product & Client Feedback Loop
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Collect, synthesise and prioritise client feedback into structured, actionable product insights
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Act as the voice of the customer in internal product and roadmap discussions
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Collaborate closely with the Product team to influence the roadmap based on real usage patterns
People Management
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Manage, coach and develop a team of ~9 CS and Care profiles
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Run performance reviews, set objectives and support team growth
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Foster a culture of accountability, autonomy and client obsession
Process & Operational Excellence
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Identify and eliminate manual, repetitive tasks through automation or tooling improvements
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Optimise the end-to-end customer journey — from onboarding to renewal
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Maintain and improve internal documentation, playbooks and CS tooling
Cross-functional Collaboration
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Active member of the management team
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Work closely with Sales on handovers, upsell opportunities and pipeline visibility
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Partner with Tech on product issues, integrations and client-specific configurations
Tools & Systems
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CRM (e.g. HubSpot) — pipeline and account management
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Support platform (e.g. Intercom) — client communications and care ticketing
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Project tracking (e.g. Linear, Notion) — task management and documentation
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Back-end admin platform — account configuration and troubleshooting
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Invoicing tool — billing follow-up and client invoice management
Ideal Profile
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5+ years of experience in Customer Success, Account Management or Operations, ideally in a B2B SaaS environment
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Proven experience managing a team
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Strong project management skills — structured, autonomous, able to handle multiple accounts simultaneously
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Ability to translate client needs into clear product requirements
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Comfortable operating in a fast-moving, scaling environment
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Data-driven mindset with strong analytical and communication skills
Languages
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Fluent in English — required
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French and/or Dutch — a strong asset
