Customer Success Manager

Larcier-Intersentia; Louvain-la-Neuve; Hybride; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Company car

Meal vouchers

Comprehensive insurance

34 days of annual leave

Homeworking allowance

Résumé du poste

Larcier-Intersentia is seeking a Customer Success Manager to build long-term client relationships and ensure maximum value from our AI and digital solutions. You will be the main point of contact from onboarding through the customer lifecycle, translating needs into concrete actions and driving adoption.

You will co-create success plans, train clients on-site or online, analyze usage data, and identify churn risks and growth opportunities.

Qualifications

• Experience in Customer Success or account management.
• Experience in legal, tax or accounting sector is a plus.
• Experience in a B2B SaaS environment is advantageous.

Responsabilités

• Onboard and guide clients to rapid adoption of solutions.
• Co-create a Success Plan with each client.
• Deliver client trainings online and on-site.
• Analyse usage data and translate insights into actions.
• Manage client portfolio post-sale.
• Schedule regular reviews focusing on results and value.

Connaissances

Customer Success

Account Management

B2B SaaS

Salesforce

French–Dutch bilingual

English proficiency

Formation

Bachelor's degree

Outils

Salesforce

Description du poste

We are looking for a Customer Success Manager who will be responsible for building and managing long-term relationships with a portfolio of clients. Your goal is to ensure that our clients get maximum value from our AI and digital solutions.

You will be the main point of contact for your clients, from onboarding and throughout the entire customer lifecycle. You listen to their needs, understand their business challenges and translate them into concrete actions. You drive the adoption of our solutions, proactively identify potential churn risks and spot growth opportunities, which you then hand over to the Sales team.

As our Customer Success function continues to grow and develop, you will also have the opportunity to actively help shape the team's tools, processes and ways of working.

Your role

• Guide clients through their onboarding and ensure a smooth start and rapid adoption of our solutions.
• Co-create a Success Plan with each client, setting clear and measurable objectives that go beyond product usage alone.
• Organize and deliver client training, both online and on-site, to help clients get the most out of our solutions.
• Analyse customer and usage data and translate your insights into concrete actions that further support adoption.
• Manage your client portfolio throughout the entire post-sales lifecycle.
• Organize regular follow-up meetings with clients, focusing on achieved results, value created and next steps.
• Proactively identify signs of dissatisfaction or potential churn risks and take the appropriate actions in a timely manner.
• Use concrete results and figures to demonstrate the value created and the revenue protected through your Customer Success activities.
• Identify growth and expansion opportunities within your accounts and work closely with the Sales team on further commercial follow-up.

Voice of the Customer

• Build strong, trusted relationships with your clients and act as their main point of contact within our organization.
• Collect and structure customer feedback and share relevant insights with the appropriate internal teams.
• Work closely with Marketing and Product Marketing to further improve content and initiatives that support customer adoption.
• Help turn satisfied clients into true ambassadors for our solutions.

Building Customer Success

• Contribute to the development of tools, processes, KPIs and methodologies that will further structure our Customer Success organization.
• Bring ideas and best practices to help professionalize the function within a fast-growing environment.
• You have the ambition to contribute to the further development and, over time, the growth of the Customer Success team.

Your profile:

• You have experience in Customer Success, Account Management or another client-facing role.
• Alternatively, you have relevant professional experience within the legal, tax or accounting sector and are interested in transitioning into a more client-facing role.
• Experience in a B2B SaaS environment is a strong asset.
• You are French-speaking with a good command of Dutch, or Dutch-speaking with a good command of French. In either case, you are comfortable communicating both verbally and in writing in French and Dutch, as you will interact with clients in both languages.
• You also have a professional command of English.
• You are comfortable working with a CRM such as Salesforce and analysing customer and usage data to translate insights into concrete actions.
• You have a strong interest in artificial intelligence and AI tools and are enthusiastic about the opportunities these technologies offer.
• You are a strong listener, service-oriented and naturally put the customer first.
• You combine strategic thinking with a hands-on and results-driven approach.
• You enjoy building long-term client relationships while maintaining a strong focus on measurable business value.
• Experience or affinity with the legal, tax or accounting sector is a nice plus.
• You are comfortable travelling to client locations for meetings and training sessions when required.
• You are excited about the opportunity to help build a growing Customer Success function and contribute to shaping its future development.

Our offer:

• A working environment that gives you plenty of opportunities to innovate and grow, develop your full potential and make a real impact.
• An inspiring, people-focused culture that is positive, collaborative and creative.
• A flexible and agile working environment where interaction and collaboration are key.
• A healthy work-life balance thanks to hybrid working, flexible working hours and even the possibility to choose between a 5-day or 4-day working week.
• An attractive salary and additional benefits tailored to your level of experience, including a company car, meal vouchers, comprehensive insurance package, 34 days of annual leave, homeworking allowance, and more.

Are you ready to take the next step in your career?