Customer Success Team Manager

The Customer Success (Team) Manager will operate as our Group Head of Customer Success. We are looking for a senior professional who can establish a culture of customer success within Isabel Group. The person fulfilling this role will work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. They will be responsible for the customer lifecycle from the point a contract has been signed.

The Customer Success Manager should engage with customers, maximize value and create strategies to grow our customer base.

The Customer Success Manager is responsible for a team of Customer Success Representatives and reports to the Chief Customer Officer.


Your role

  • Lead our Customer Success team, creating and executing a cohesive strategy including goals, performance, and key metrics to drive retention and expansion, Customer Lifecycle Management process, and tooling.
  • Manage a team of 6 people.
  • Develop and manage client portfolios.
  • Sustain business growth and profitability by maximizing value.
  • Analyze customer data to improve customer experience.
  • Hold product demonstrations for customers.
  • Improve onboarding processes.
  • Evaluate and improve tutorials and other communication infrastructure.
  • Mediate between clients and the organization.
  • Minimize customer churn.
  • Aid in product design and product development.
  • Foster cross-functional collaboration and culture within the team and with internal departments (Sales, Marketing, Support and Product).
  • Responsible for monthly reporting: reviews of renewal, expires and pro-active account analysis.


Your profile

  • Communications or Marketing Degree.
  • At least 3 to 5 years as a team lead or a people manager with great leaderships qualities.
  • Highly organized and able to multi-task.
  • Self-driven and pro-active nature.
  • Excellent communication and interpersonal skills.
  • Bilingual English/French or English/Dutch.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes, organization and responsibilities.
  • Experience in document creation.
  • Patient and active listener.
  • Passion for service.
  • Working knowledge of toolsets such as Siebel, Jira, MS Dynamics CRM, SharePoint, Confluence and Service Now is considered an advantage


Why us ?

  • You will work for Isabel Group, the first & leading Fintech of Belgium (°1995). We are experts and know our stuff and we can rely on an eco-system of strategic partners to work with…
  • …and we look ahead and think about our customers’ future needs when developing new features and solutions
  • You will have flexible hours and the possibility to work from home
  • It takes about 42 steps from Brussels Central Station to our front door
  • We have a team of volunteers who make it their mission to spoil us with game nights, banana pie, weekly fruit baskets, massages, monthly breakfast and much (much) more


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