Customer Success Manager

Zapfloor; Antwerpen; Hybrid; EUR 60,000 - 85,000; Full time

Job summary

Zapfloor, a fast-growing SaaS startup in Antwerp, is seeking a Customer Success Manager to guide customers from onboarding to successful product adoption and growth.

You will be the main contact throughout the customer journey, collaborating with Product and Sales to maximize value and retention. The role is hybrid with 1–2 office days per week, helping shape our evolving customer success culture.

Qualifications

• Ability to lead training sessions and workshops.
• Strong communication and relationship-building 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.

Responsibilities

• Onboard and adopt customers effectively, guiding them through Zapfloor.
• Build and maintain strong customer relationships, acting as trusted advisor.
• Monitor usage and prevent churn by identifying opportunities to upsell, renew, or expand accounts.
• Be first point of contact for questions and product issues; collaborate with Product, Sales, and Engineering to resolve problems.
• Gather and share customer feedback with Product and Engineering to influence roadmap.
• Track and report on success metrics and deliver insights to drive CS initiatives.

Skills

Training sessions

Communication skills

Customer-centric mindset

Problem-solving

Cross-functional collaboration

English proficiency

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

• Customer onboarding & adoption
• 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

Skills & qualifications

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.