Customer Succes Manager (JP054610)

TiTANS Consulting; Belgique; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

TiTANS Consulting is searching for a Head of Customer Success to lead a multidisciplinary team dedicated to enhancing the experience for SME and Enterprise clients. This senior role involves managing a portfolio of Enterprise clients, onboarding, and driving retention strategies.

Ideal candidates will have over 5 years of experience in Customer Success and team management. The role emphasizes cross-functional collaboration and operational excellence to improve customer journeys and ensure account success.

Qualifications

• 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.
• Ability to translate client needs into clear product requirements.
• Data-driven mindset with strong analytical and communication skills.

Responsabilités

• Own and manage a portfolio of Enterprise clients.
• Drive client onboarding, adoption, and long-term retention.
• Collect and synthesize client feedback into actionable insights.
• Manage, coach and develop a team of ~9 Customer Success and Care profiles.
• Identify and eliminate manual tasks through automation.

Connaissances

Customer Success

Account Management

Project Management

Data Analysis

Team Management

Outils

HubSpot

Intercom

Notion

Linear

Description du poste

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

• 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
• 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