Customer Experience Manager

Cubigo; Winterslag; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A technology company is seeking a passionate Customer Experience Manager to enhance client satisfaction in the UK and European market. You will implement solutions, provide ongoing support, and build relationships with clients. Ideal candidates should have 2+ years of experience in customer success, strong English communication skills, and the ability to travel regularly for client visits. This role offers flexible working arrangements between remote and on-site engagements.

Qualifications

• 2+ years of experience in customer success or account management.
• Strong understanding of customer experience concepts.
• Proven ability to manage onboarding in a B2B environment.
• Excellent English language skills, both written and spoken.

Responsabilités

• Implement Cubigo for UK and European clients.
• Build relationships with community directors and staff.
• Provide ongoing customer support and handle escalations.
• Conduct business reviews and provide strategic recommendations.
• Advocate for platform enhancements based on client feedback.

Connaissances

Customer success

Account management

Client journey mapping

Problem-solving

Communication skills

Description du poste

Overview

We’re looking for a high-energy, enthusiastic, skilled Customer Experience Manager to join our growing team serving the UK and European market. Cubigo’s cloud-based solution enhances independent living for seniors. Its unique technology for staff, residents, and family to communicate on one platform enables streamlined access to services such as meals, activities, maintenance, and transportation. It puts control in the consumer’s hands and, for our clients, lowers their total cost to serve.

Cubigo is looking for a high-energy, passionate, and experienced Customer Experience Manager (CEM) to join our growing team serving the UK and European market. In this role, you will be a key player with visibility and responsibility across the organization. You will lead client implementations, ensure seamless onboardings, and build lasting partnerships by delivering added value, supporting operations, and serving as a trusted advisor across teams including sales, product, engineering, and customer support.

Successful candidates will have the ability to drive cross-functional collaboration across sales, product, engineering, and customer support teams to deliver an exceptional customer experience and maximize client satisfaction.

Responsibilities

• Implement Cubigo for clients in the UK and Europe, ensuring smooth onboarding and adoption.
• Build and nurture relationships with community directors, operational staff, and residents to ensure high levels of client satisfaction and engagement.
• Provide ongoing customer support, serving as the primary point of contact for escalations and inquiries.
• Conduct business reviews to identify opportunities and provide strategic recommendations.
• Collect client feedback and advocate for enhancements to Cubigo’s platform in collaboration with product teams.
• Collaborate cross-functionally to continuously improve customer success frameworks, tools, and processes.
• Support training, best practices, and engagement strategies to foster client success.
• Continuously enhance playbooks and processes to ensure repeatable success and scalability.

Skills and Qualifications

• 2+ years of experience in customer success, account management, or implementation roles, ideally in a SaaS environment.
• Strong understanding of customer experience and client journey mapping.
• Proven ability to manage onboarding and provide customer support in a B2B environment.
• Excellent English language skills, both written and spoken, with the ability to communicate clearly and professionally.
• Creative problem-solving and ability to manage diverse teams and stakeholders.
• Ability to travel regularly to the UK for client visits.
• Office location Hasselt, with flexibility to work remotely, from the office, and on-site with clients.

Our Environment

Cubigo operates in a team-based environment, supporting each other as we grow rapidly in 2025 and beyond. We expect professional self-starters with positive energy who will advocate for our clients as they embark on a new Cubigo-enabled journey, transforming the industry.

Travel

Up to 30% based on client engagement needs.

Is this you? Get in touch!

If you are interested in applying for this position, please send your CV and a short motivation to: [e-mail].