Customer Success Manager

Zapfloor; Antwerpen; Hybrid; EUR 52,000 - 75,000; Full time

Benefits offered by this job

Hybrid work 1–2 days/week

Office in Antwerp

Job summary

Zapfloor is seeking a Customer Success Manager to be the single point of contact for customers from onboarding to launch, ensuring successful adoption and ongoing value.

You will train users, share best practices, and identify opportunities to expand Zapfloor usage. You will collaborate with Product and Sales teams, monitor engagement, and help reduce churn in a hybrid Antwerp-based role.

Qualifications

• 2–5 years experience in Customer Success, Account Management, or a related function in SaaS or B2B software.
• Experience in onboarding and product adoption is required.
• Fluent English; Dutch/French/German a plus.

Responsibilities

• Guide customers through onboarding and product adoption.
• Train users to become proficient with Zapfloor.
• Provide best practices and help customers achieve outcomes.
• Build and maintain strong relationships with customers.
• Identify upsell or expansion opportunities and monitor health metrics.
• Act as a liaison with Product, Sales and Support to resolve issues.
• Gather customer feedback to influence product improvements and roadmap priorities.
• Track and report on success metrics and insights.

Skills

Training sessions

Communication

Relationship-building

Customer-centric mindset

Problem-solving

Cross-functional collaboration

English proficiency

Tools

CRM software

Job description

Are you ready to dive into the world of a startup on the brink of scaling? At Zapfloor, we have successfully built a solid customer base and are in the process of international expansion. We're looking for a Customer Success Manager with the ability to get into the minds and hearts of our customers, helping them to adopt Zapfloor successfully.

You'll be the single point of contact for our customers throughout their entire Zapfloor journey, from preparing their onboarding to a successful launch, providing support, and continuously exploring opportunities to expand their Zapfloor footprint. You’ll be working within the Customer Success team and interact regularly with the Product and Sales teams.

In addition, you will have the opportunity to help refine the way we run Customer Success and contribute to the future of how the company operates.

If you're ready for a challenging and rewarding role where you can make a direct impact, we'd love to hear from you!

Core responsibilities

• Guide customers after sale through onboarding and product adoption
• Train users and help them become proficient with Zapfloor
• Provide best practices and ensure customers achieve the best outcomes

Customer relationship management

• Build and maintain strong relationships with our customers
• Act as a trusted advisor for customers, aligning product use with their goals

Retention & growth

• Monitor usage and engagement to prevent churn proactively
• Identify opportunities to upsell, renew, or expand accounts
• Track customer health metrics and recommend actions to increase value

Support & problem resolution

• Be a first point of contact for customer questions and product issues
• Collaborate with internal teams (Product, Sales, Engineering) to resolve problems and improve the platform

Voice of the customer

• Gather and share customer feedback with Product and Engineering to help shape improvements and roadmap priorities

Reporting and insights

• Track and report on success metrics (retention, adoption, churn)
• Deliver customer success insights internally to inform Customer Success initiatives

Core skills

• Ability to lead training sessions and workshops
• Strong communication and relationship-builing skills
• Customer-centric mindset with empathy for user needs
• Problem-solving and analytical ability
• Comfort working cross-functionally with Sales, Product, and Support
• English is a must. Dutch, French, German, or other languages are a plus.

Experience

• 2-5 years experience in Customer Success, Account Management, or a related function in SaaS or B2B software

This is a hybrid role which will allow you to work from home. We have 1 or 2 office days per week.

Our office is located in the heart of Antwerp, at walking distance from the central train station.