Technical Customer Success Manager

Enersee; Antwerpen; Sur place; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Stock options after 1 year vesting

Competitive base salary

Impact on Series A growth

Résumé du poste

Enersee, a Belgian energy SaaS scale-up, is seeking a Customer Success leader to own end-to-end accounts from onboarding to renewal. The role blends project management, commercial acumen and technical literacy to drive value for enterprise energy managers and CFOs.

You'll work with a growing product team, sit in Antwerp, and collaborate across Sales, CS, and Product to shape the onboarding motion and the CS playbook as we scale.

Qualifications

• Proven track record owning customer outcomes in SaaS scale-ups or enterprise environments.
• Experience with project management and customer-facing roles.
• Ability to handle pressure, stay calm, and problem-solve.
• Structured, self-directed with systems and processes.
• Fluent English; at least one of Dutch, German, French or Spanish; Belgian proximity preferred.

Responsabilités

• Take new customers from signed contract to first value fast with structured kickoff and onboarding.
• Own account health, proactive outreach, usage reviews, and renewals driven by value.
• Run QBRs as real conversations covering ROI, usage, next steps and accountability.
• Build business cases moving customers from pilot to full rollout; surface expansion signals to Sales.
• Handle tough conversations with clarity and empathy; represent customer reality to Product.

Connaissances

Customer outcomes ownership

SaaS scale-up

Project management

Commercial mindset

Grace under pressure

Structure and self-direction

Fluent English

Dutch/German/French/Spanish

Outils

HubSpot

Mixpanel

Intercom

BI tools

Description du poste

Make Europe's biggest buildings waste less energy — and be measured on it

Enersee raised €4M and is going for Series A. What took four years to build, we intend to 5x in the next twelve months. We work with Belfius, VDAB, Ahold Delhaize, Lidl, Veolia and Stad Kortrijk, and we're moving into some of Europe's largest multinational portfolios.

We built a proprietary AI-powered virtual manager for energy, sustainability and facility leaders. Not a ChatGPT wrapper — a machine learning engine that reads building data, finds the inefficiencies nobody spotted, and turns them into something a facility manager can act on Monday morning.

We need someone to make sure customers feel that. Every time.

If your title has never said "Customer Success," keep reading

The person we're looking for may well not have worked in Customer Success before.

If your path took you somewhere from civil engineering and computer science, then consulting — programming, then product management, then customer relationships — this will work here. If you're a project engineer, technical consultant, implementation lead or energy consultant who has been drifting steadily toward customers and away from pure engineering, you're the profile.

What this role is not

It is not back-office data support. You will own a book of enterprise accounts end to end — onboarding, adoption, renewal, expansion — and you'll carry those numbers personally. You'll sit with a customer's energy manager and their CFO in the same afternoon. Customer Success here is a revenue function, and the commercial upside of your accounts is yours, not someone else's.

The three things we're hiring for

We're looking for one of these already strong, and clear talent in the other two. Nobody arrives excellent at all three, and we're not pretending otherwise.

Technical affinity — and energy literacy

You don't need a technical degree, but this is a genuinely technical job and we'd rather be blunt about it than have you find out in month one.

On the energy side: you should be comfortable with kW versus MW versus kWh, know the difference between a main meter and a sub-meter, and have some feel for why electrical load in a nursing home looks nothing like a logistics warehouse. ESG reporting shouldn't be a new phrase. If you don't have all of this yet, you need to be the kind of person who finds it interesting rather than tedious — because our customers live in it.

Project management

This is the backbone. You'll run several enterprise customers at once and break each account into real milestones with real dates.

You'll also work backwards from decision dates. Expansion and renewal conversations are effectively decided about two months before they happen, which means the value has to be delivered, documented and visible before the customer starts building next year's budget — not assembled in a hurry afterwards.

Product championing

You're a strong communicator who can make people genuinely want the thing. You'll spot where an account should grow, build the business case that takes a customer from pilot to full portfolio rollout, and know exactly when to bring Sales in rather than freelancing a deal yourself. And you'll carry customer reality back into product every single week.

What you'll actually do

• Take new customers from signed contract to first value fast — structured kickoff, platform configured, data flowing, stakeholders aligned
• Own account health: proactive outreach when engagement drops, regular usage reviews, and renewals that happen because customers see value rather than because they forgot to cancel
• Run QBRs that are real conversations rather than slide decks — ROI, usage, next steps, honest accountability in both directions
• Build the business cases that move customers from pilot to full rollout
• Surface expansion signals to Sales; you own the relationship, so you see them first
• Handle the hard conversations — scope creep, unrealistic timelines, features we've decided not to build. Say no with clarity and empathy, and keep the customer
• Build the proof: case studies, references, customers who'll happily take a call from a prospect
• Track it properly, with HubSpot dashboards for retention and expansion. You should know your NRR, GRR and CSAT without opening a file
• Shape the CS practice itself as we scale

What you'll need

• A track record of owning customer outcomes personally — at a SaaS scale-up, or with enterprise clients — or a project management / project engineering record you can walk us through, plus real appetite for a commercial, customer-facing role
• Grace under pressure. You've handled difficult customers, scope creep and churn risk, stayed calm, and found the path forward
• Structure and self-direction. You build your own systems and hold yourself to them without being asked
• Fluent English plus at least one of Dutch, German, French or Spanish. Dutch is a strong advantage for our Belgian portfolio
• You already live within commuting distance of Antwerp. We're office-first — minimum three days a week, most of us are in four or five — and we can't support relocation for this role
• Genuine comfort with pace and ambiguity.

Nice to have: energy sector background, particularly building efficiency, decarbonisation or smart buildings. ISO 50001 or IPMVP®. Experience with HubSpot, Mixpanel, Intercom or BI tools.

An honest note on what you're walking into

Some things are in place: HubSpot, a working onboarding motion, existing customer materials, and a product team that ships fast. Other things aren't. Our CS practice is young, and you'll be rebuilding parts of the playbook while you're running it.

You should also know that you'd be inheriting real work rather than a clean slate. We've grown quickly while simultaneously shipping a major new version of the platform, which means a handful of onboardings have been waiting on capacity and some accounts haven't had the depth of attention they deserve. Clearing that is a large part of why this role exists. If that sounds like a mess, it isn't the job for you. If it sounds like an obvious set of wins sitting there unclaimed, we should talk.

Compensation and benefits

• Competitive base salary + performance-based variable
• Stock options after 1 year vesting
• Direct exposure to leadership and customers from day one
• A real impact on our Series A story
• Direct exposure to leadership and customers from day one, and a real hand in the Series A story