Customer Success Lead

Startup Atlas; Belgique; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Meal vouchers

Alan health insurance

13th month salary

Annual bonus

Teleporting 2 days a week

Job summary

Semactic, based in Belgium with hybrid work flexibility, is seeking a Senior Customer Success Lead to structure and lead our customer success function. You will manage a team of CSMs, oversee strategic accounts, and drive client satisfaction, retention, and growth across SEO and GEO offerings.

You will collaborate with founders, product, and sales teams to shape customer strategy, onboarding, upsells, renewals, and ongoing improvement of the customer experience.

Qualifications

• Minimum 5 years of experience in digital marketing or in a SaaS environment, including 2 years in a management or team leadership role.
• Solid understanding of search marketing (SEO or GEO).
• Fluency in French or Dutch, and a very good level of English.
• Ability to manage multiple client projects with various stakeholders (business, tech, C-level).

Responsibilities

• Structure and manage the Customer Success function (organization, processes, service quality).
• Supervise and develop the CSM team (recruitment, coaching, monitoring).
• Directly manage a portfolio of strategic clients (GEO or SEO).
• Define and monitor KPIs related to adoption, retention, and customer satisfaction.
• Participate in onboarding, support, and growth of the client portfolio (upsells, renewals) and implement churn prevention strategies.
• Organize and lead steering committees, performance reviews, and key strategic meetings.
• Collaborate with the product team to provide structured and prioritized customer feedback.
• Identify areas for continuous improvement and contribute to the evolution of our model.

Skills

Customer Success

Team Leadership

Account Management

Strategic Planning

Churn Reduction

Education

University degree in marketing/communications/management

Job description

Semactic provides SEO and GEO software solutions with personalized support to help digital teams improve online visibility and manage SEO projects effectively.

As a Customer Success Lead at Semactic, you will structure and lead the customer success function, manage a team of CSMs, oversee strategic accounts, and drive client satisfaction, retention, and growth in SEO and GEO offerings. This senior role involves close collaboration with founders, product, and sales teams in a fast-growing European SaaS scale-up based in Belgium.

Job Description

Customer Success Lead

Permanent contract

Partial remote

Senior

Join Semactic as a Customer Success Lead - SEO & GEO

Location: Based in Belgium, with remote work flexibility.

Semactic is a leading European SaaS platform for Search Activation. Our mission is to empower marketing teams to transform SEO and GEO (Generative Engine Optimization) data into concrete and measurable results.

We combine a powerful and intuitive platform with expert support to improve brand visibility, both on Google and in AI-generated responses.

In a context of strong growth, we are looking for a Customer Success Lead to structure and lead our customer approach, both for our GEO offering and for our established SEO platform.

Scope: Leadership, Account Management, Customer Success, Strategy, Innovation

Hybrid: Flexible remote work options

Experience: Minimum 4-6 years of experience as a CSM, Account Manager, Team Leader, or Digital Marketing Manager

Languages: French, with a very good level of English required.

Your role:

As a Customer Success Lead, you will be responsible for the satisfaction, retention, and growth of our client portfolio. You will manage a team of CSMs, directly oversee certain strategic accounts, and play a key role in the continuous improvement of the customer experience and our offerings.

You will be involved throughout the entire customer lifecycle — from onboarding to expansion — and will work closely with the founders, the product team, the expert team, and the sales team.

Your Responsibilities:

• Structure and manage the Customer Success function (organization, processes, service quality).
• Supervise and develop the CSM team (recruitment, coaching, monitoring).
• Directly manage a portfolio of strategic clients (GEO or SEO).
• Define and monitor KPIs related to adoption, retention, and customer satisfaction.
• Participate in onboarding, support, and growth of the client portfolio (upsells, renewals) and implement churn prevention strategies.
• Organize and lead steering committees, performance reviews, and key strategic meetings.
• Collaborate with the product team to provide structured and prioritized customer feedback.
• Identify areas for continuous improvement and contribute to the evolution of our model.

Our Package:

A high-impact role in a fast-growing tech scale-up.

A passionate, talented, and friendly team

Continuous learning opportunities – online and at industry events – to develop your skills

A high degree of autonomy, a culture based on trust and focused on results

An attractive package including meal vouchers, Alan health insurance, and a 13th month salary.

An annual bonus based on the achievement of collective and individual objectives

A pleasant working environment in Nivelles (soon Louvain-La-Neuve), with the possibility of teleworking 2 days a week.

We’re looking for you if you have:

• Minimum 5 years of experience in digital marketing or in a SaaS environment, including 2 years in a management or team leadership role.
• Solid understanding of search marketing (SEO or GEO) and a strong interest in digital innovation.
• Demonstrated ability to manage multiple client projects simultaneously, with various stakeholders (business, tech, C-level).
• Results-oriented approach and ability to structure measurable action plans.
• Excellent written and verbal communication skills, with strong interpersonal and teaching skills.
• Fluency in French or Dutch, and a very good level of English.
• University degree in marketing, communications, management, or equivalent.

Our recruitment process

Initial Phone Screening
30-minute phone screening to align on expectations and motivations

Interview with a founder and a member of the business team at our offices, including a short case study.

Offer & onboarding – fast turnaround, guaranteed transparency.

Do you want to join a company where customer success is a strategic pillar, not just a support function?

Join us and help shape the future of Search