Customer Success Manager | French & Dutch

Shyfter SA; Brussel; Hybride; EUR 52 000 - 76 000; Plein temps

Avantages offerts par ce poste

13th month

Meal vouchers

Health insurance (dental)

26 days annual leave

Mobility budget or company car

MacBook or equivalent equipment

Brussels office 3 days/wk + 2 remote

Résumé du poste

Shyfter SA is seeking an experienced Customer Success Manager fluent in French and Dutch to onboard and support our growing client base in hospitality, retail and more. You will handle onboarding, support queues, and guide customers through product adoption with empathy and proactive communication.

You will investigate issues, coordinate with product and development teams, and contribute to continuous improvements of our help articles and onboarding materials.

Qualifications

• Full professional bilingual proficiency in French and Dutch (spoken and written).
• English proficiency required for internal and client communication.
• At least 3 years of customer-facing experience in B2B SaaS.
• Experience in onboarding and guiding customers through platforms.
• Strong troubleshooting skills with a problem-solving mindset.

Responsabilités

• Lead onboarding sessions and train customer teams to use Shyfter confidently.
• Provide proactive support through chat and phone, resolving issues and logging clear steps for developers.
• Investigate issues to identify bugs and ensure proper reproduction and documentation.
• Coordinate with technical colleagues to drive issue resolution and verify successful outcomes.
• Contribute to product improvements by capturing recurring pain points and customer feedback.
• Guide customers over time, promoting feature adoption and workflow optimization.
• Help improve support materials and onboarding content for easier self-service.

Connaissances

Bilingual: French & Dutch

English proficiency

B2B SaaS experience

Customer support

Onboarding

Troubleshooting

Empathy

Multitasking

Description du poste

Join the HR-Tech rocket signing more than 100 new clients every month.

At Shyfter, we think big and move fast. We build powerful HR solutions that help thousands of companies in hospitality, retail and beyond simplify their scheduling, workforce management and payroll.

The numbers speak for themselves: 60% annual growth and more than 100 new clients every month. Already firmly established in Belgium and France, we are building Shyfter into a key European player in workforce scheduling and HR management software.

With this growth comes a clear responsibility: making sure every customer gets the help, guidance and attention they need.

We are looking for an experienced Customer Success Manager, fully bilingual in French and Dutch, who enjoys helping people and takes pride in solving their problems. Someone who can deliver a great onboarding session, handle a busy support queue with empathy and turn customer feedback into a better product.

Tasks

Your main responsibilities are customer support, onboarding, bug detection, product improvement and ongoing customer guidance.

• Support customers through chat and phone. Listen carefully, ask the right questions and provide clear, practical answers. Help customers feel understood and supported, especially when they are frustrated or under pressure.
• Lead onboarding. Understand each customer’s needs, help configure Shyfter and train their teams so they can start using the platform confidently.
• Investigate issues and identify bugs. Distinguish configuration problems from product defects, reproduce issues where possible and document clear steps for the development team.
• Follow issues through to resolution. Keep customers informed, coordinate with technical colleagues and check that the solution actually works for them.
• Contribute to product improvements. Identify recurring pain points, collect concrete examples and help Product understand what would make the biggest difference.
• Guide customers over time. Follow up on adoption, explain relevant features and help customers improve their daily workflows.
• Improve how we help people. Contribute to help articles, support practices and onboarding materials that make answers easier to find and understand.

Your impact will be visible in faster onboarding, effective resolutions, stronger adoption and customers who trust us.

Requirements

• Full professional bilingual proficiency in French and Dutch, spoken and written, is mandatory. You can handle spontaneous phone conversations, write clear chat replies and deliver training in both languages.
• Professional working proficiency in English.
• At least 3 years of customer-facing experience in B2B SaaS, including hands‑on support and onboarding.
• Strong empathy, patience and a genuine desire to help people.
• Excellent troubleshooting skills. You investigate carefully, explain clearly and know when to escalates.
• The ability to manage several conversations and priorities without losing accuracy or the human touch.
• A track record of delivering excellent customer service, supported by examples of improvements in satisfaction, resolution quality, onboarding or adoption.
• The confidence to take ownership of an issue and see it through.

Experience at a recognised SaaS startup or scale-up is strongly preferred, particularly a competing workforce-management platform, HR-tech or payroll software provider.

Experience supporting hospitality or retail businesses is a strong advantage. You should enjoy being directly involved in customers’ daily challenges.

Benefits

• A permanent, full‑time position in a company growing by 60% annually.
• A salary reflecting your experience and demonstrated results.
• 13th month.
• Meal vouchers.
• Health insurance, including dental cover.
• 26 days of paid leave.
• Mobility budget or company car.
• MacBook or equivalent professional equipment.
• Three days in our central Brussels office and two remote days per week.
• Close collaboration with Product and Development, with a direct contribution to improving Shyfter.
• Opportunities to take on greater responsibility as our customer base grows.

You love helping people, solving problems and making software easier to use. Bring that expertise to a company welcoming more than 100 new clients every month.