Co-Head of Customer Success

Leexi limited; Brussel Hoofdstad; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Leexi limited is seeking a Customer Success leader to take operational and strategic responsibility for the CS team. You will standardize processes, reduce churn, and structure partnerships while driving upsell opportunities.

Reporting to the COO and collaborating with the CS leadership, you will supervise a team of 8-10 and own end-to-end CS playbooks, onboarding, and enablement initiatives to scale the customer journey.

Qualifications

• 5+ years in Customer Success/Customer Operations within a SaaS environment.
• Proven experience reducing churn and driving onboarding/activation improvements.
• Experience implementing CS playbooks and driving expansion through upsell.
• Ability to structure KPIs, dashboards, and team coaching cadences.
• Hands-on, pragmatic, execution-focused with continuous improvement mindset.

Responsibilities

• Industrialize CRM automations (Pipedrive) and telephony integration (Cloudtalk).
• Organize the training plan in collaboration with leadership (onboarding, playbooks, certifications).
• Lead churn/downsell reduction end-to-end and monitor outcomes.
• Define partner onboarding journeys, setup partner KPIs and enablement.
• Coordinate customer support tooling and align CS with product and sales feedback.

Skills

Churn reduction

Team coaching

KPIs & dashboards

Upsell programs

Hands-on leadership

Execution oriented

Tools

Pipedrive

Cloudtalk

Freshdesk/Helpdesk

Job description

Awards

• WinnerawardforbestAIcompanyinBelgium2025,
• ISA2025innovationBelgianaward

Certifications

• ISO27001certification,
• EUAIActcompliance,

WorkSchedule

Full-timeOffice-based-1day/weekremote

Objective:

TakeoperationalandstrategicresponsibilityfortheCustomerSuccessteamtostandardizeprocesses,reducechurn,structurepartnerships,anddevelopupsell.hands-on:defineprioritiestogether,launchactions,andcoachtheteamof8-10peopleuntilindustrialization.

Reporting:

ReportstotheCOO.WorksinclosecoordinationwithMatthieu(COO)andAugustin(Co-headofCSM).

KeyResponsibilities:

• IndustrializeCRMautomations(Pipedrive)andtelephonyintegration(Cloudtalk).
• OrganizethetrainingplanincollaborationwithMatthieu(onboarding,playbooks,certifications).

Churn&DownsellReduction(End-to-End)

• ImplementchurntrackinginPipedriveandautomatedemailfollow-up.

Partnerships&PartnerOnboarding

• Industrializethepartneronboardingjourney(process,payments,enablement).
• SetupoperationaltrackingandpartnerKPIs.
• DefineplaybooksandcadenceforKAMs/CSMstoincreaseexpansionrevenue.

CustomerSupport&Tools

• Implementautomatedreporting(RAGdashboards,usecases,resolutiontimes).
• Integratesupport/CSwithproductandsalesforproductfeedbackandprioritization.
• 5+yearsinCustomerSuccess/CustomerOperationswithinaSaaS,ideallyscale-upenvironment.
• Provenexperienceinchurnreduction,onboarding/activation,implementingCSplaybooks,andupsellprograms.
• Highlyhands-on:proficientwithPipedrive(orsimilarCRM),supporttools(Freshdesk/Helpdesk),andtelephonyintegrations(Cloudtalk).
• AbilitytostructureKPIs/dashboardsandcoachateam.
• Pragmaticmindset,execution-oriented,andfocusedoncontinuousimprovement.