Customer Success Manager CSO

zerofriction; Gent; Hybride; EUR 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Competitive salary

Professional development

Collaborative team culture

Résumé du poste

Zero Friction is seeking an Operations Specialist to own complex processes end-to-end for energy suppliers. You will manage onboarding, data validation, and ongoing cost allocation while producing clear monthly reports. You will act as the main client contact for major projects and ensure alignment across Product, CS, and Engineering.

Hybrid work model and growth opportunities are offered. You will work with Zendesk to support onboarding, billing, and data mapping, keeping playbooks up to date

Qualifications

• Solid experience in an operations, internal support or customer-service environment.
• Hands-on experience leading onboardings and migrations.
• Comfortable with operational tooling and data such as data mapping and reporting.

Responsabilités

• Manage your own portfolio of energy suppliers' operations on their behalf: running billing, fixing data issues, and keeping them in the loop.
• Take full ownership of onboarding and migrating new clients: data gathering, validation, setup in platform and Zendesk.
• Handle expert-level work like cost allocation and monthly reports.
• Be the trusted point of contact for major client projects and coordinate internally.
• Grow to be the go-to person on process and platform knowledge.
• Ensure clear bidirectional communication with Product, CS, and Engineering.
• Help keep playbooks and guides up to date, spotting process improvements.

Connaissances

Operations experience

Customer service

Data handling

Client communication

Excel

Outils

Zendesk

Excel

Description du poste

Zero Friction runs on two power sources: our SaaS platform, which suppliers run themselves, and our CSO operations, where we run the processes within the platform for them. As a CSM CSO , you're the one doing that second kind of work mainly. We will be bringing the CS and CSO team into one organization and the combination of both SaaS and CSO is possible in the future.

If you love owning complexity end-to-end, getting the details exactly right, and being the person others depend on when it matters, this role is for you.

Meet Zero Friction: the sidekick of Europe's energy heroes

We're a fast-growing SaaS scale-up with a clear mission: making the energy transition easy, fair and frictionless. Our platform helps heating and cooling suppliers automate invoicing, cost allocation and customer management, so they can focus on what really matters: delivering reliable and affordable energy for everyone.

At Zero Friction, we don't just build software, we build superpowers for our heroes. By taking away administrative hassle and enabling transparency, we help suppliers pave the way to a sustainable future. Collaboration, innovation and bold thinking are in our DNA.

• Manage your own portfolio of energy suppliers' operations on their behalf: running their billing, fixing data issues, and keeping them in the loop on the progress

• Take full ownership of onboarding and migrating new clients: gathering their data, validating it, and setting everything up in our platform and Zendesk

• Handle the expert-level work, like cost allocation, making sure clients get what we promised, when we promised it, and turning that into clear monthly reports

• Be the trusted point of contact for major client projects: the person clients call, and the person who keeps everyone internally aligned

• Grow to be the go-to person on the team for process and platform knowledge

• Make sure communication flows both ways with Product, Customer Success and Engineering: what clients need reaches the right people internally, and what changes internally gets communicated clearly to clients

• Help keep our playbooks and guides up to date, and spot where our processes could run better

Does this sound like you?

• Solid experience in an operations, internal support or customer-service environment, with a track record of owning complex processes end-to-end

• Hands-on experience leading onboardings and migrations, with a sharp eye for accuracy

• Comfortable with operational tooling and data: platform configuration, cost allocation, data mapping, billing and reporting

• A confident client-facing communicator who can be the single point of contact on major projects and can provide training or presentations to the customer both remote and on-site

• Very structured and strong operational experience in running and improving operational processes.

• Fluent in Dutch and English

Bonus points

• Experience with Zendesk or similar ticketing systems

• Additional languages on top of Dutch and English

• Experience in energy, utilities, billing or accountancy environments

• Strong knowledge of Excel

What's our offer?

• A meaningful, versatile role in a fast-growing SaaS scale-up shaping the energy transition in Europe

• Own the complete customer lifecycle and be the go-to person as we expand into other potential countries

• Ground-floor opportunity to support our customer success strategy and build strong relationships

• Hybrid work setup with flexibility in hours and location

• A highly collaborative, ambitious and friendly team culture

• Competitive salary and benefits package

• Professional development opportunities: lead initiatives, innovate processes and grow with the company

• Direct impact on customer satisfaction and company growth in an emerging market

Excited?

Zero Friction is an equal opportunity employer. We embrace diversity and welcome candidates from all backgrounds.