Customer Success Manager

D'Ieteren Automotive; Brussel; Sur place; EUR 90 000 - 150 000; Plein temps

Résumé du poste

Mbrella is seeking a Head of Customer Success to lead a multidisciplinary team responsible for delivering an exceptional experience to 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.

You will own and scale the CS function, drive onboarding, adoption and retention, and collaborate with Sales, Product and Tech to align roadmaps with client needs.

Qualifications

• 5+ years in Customer Success, Account Management or Operations in a B2B SaaS environment.
• Proven experience managing a team and driving client outcomes.
• Strong project management, autonomy and accountability.

Responsabilités

• Own and manage a portfolio of Enterprise clients.
• Drive client onboarding, adoption and long-term retention.
• Serve as senior escalation point for complex accounts.
• Lead client projects from kick-off to go-live and monitor risks.
• Collect and translate client feedback into actionable product insights.
• Collaborate with Product to influence the roadmap based on usage patterns.
• Coach and develop a CS and Care team (~9 people) and run performance reviews.

Connaissances

Team leadership

Project management

Client success strategy

Data-driven

Communication

Outils

HubSpot

Intercom

Linear

Notion

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