Customer Success Manager - Remote Onboarding & Growth (SaaS)

Startup Atlas; Brussel Hoofdstad; Hybrid; USD 49,000 - 72,000; Full time

Benefits offered by this job

Dynamic team

Remote-friendly culture

Office in Louvain-la-Neuve & Brussels

Competitive salary

Employee well-being focus

Job summary

Commuty is a Belgian startup building a software platform to improve parking, desk management, and green mobility for companies. We seek a Customer Success Specialist to ensure customers' well-being, onboarding, and ongoing value delivery.

You will manage onboarding, nurture relationships, present new features, and coordinate with sales and product teams. Fluent French/Dutch and strong English required; SaaS experience and project-management abilities are assets.

Qualifications

• Empathy and patience, but with the ability to be firm.
• Good writing, listening and negotiation skills.
• Proactive and autonomous.
• Excellent interpersonal skills.
• Notions of project management and/or Customer support are assets.
• Experience in a SaaS company is a plus.
• Rigorous, well-organized and methodical (results-driven).
• Bachelor degree in any relevant skills.
• Bilingual French / Dutch is mandatory (and fluent in English).

Responsibilities

• Manage the Customers: act as main contact, onboard and coordinate with sales and tech teams.
• Set up and manage the Customer environment in the app and train stakeholders.
• Own contract terms and invoicing in collaboration with Admin Manager.
• Manage relationships to increase LTV and reduce churn; collect feedback.
• Present new features and drive upsells to achieve renewal targets.
• Spend part of the week with the support team and handle frontline requests.
• Educate customers on product usage and update FAQ with improvements.
• Suggest product improvements to reduce support needs.

Skills

Empathy

Negotiation

Communication

Proactive

Interpersonal skills

Project management

SaaS experience

Autonomous

Fluency in English

Education

Bachelor degree in any relevant skills

Job description

A B2B SaaS platform providing smart parking, green mobility, and desk booking solutions to optimize employee commutes and facilitate flexible ways of working.

As a Customer Success Manager, you will manage customer relationships, handle onboarding and support, and drive upsells to ensure customer satisfaction and growth. The role involves working with a dynamic team in a Belgian startup focused on improving workplace mobility.

Job Description

• Full-time

Company Description

At Commuty we’re making parking & commuting smarter for companies. We help employees organize their workday in the most efficient, happy and green way!

Since we started, we worked for many types of companies, from small to big ones, such as AG Insurance, Social Lab, L’Oréal or UCB.

We have ambitious goals for the coming months, and we need ambitious new team mates to reach them. We’d love your help here!

Job Description

You are good at maintaining excellent Customer Relationships, and you’d like to serve a cause that matters?

You love finding creative solutions to complex issues?

You want to work with a young and dynamic team of incredibly driven people, to accelerate our growth?

We have a space for you!

WHAT WE EXPECT FROM YOU

As a Customer Success Specialist, you’ll be in charge of ensuring our Customer’s well-being and making their experience with Commuty the best it can be. This includes various tasks:

1. Manage the Customers

This is the “Account Management” part of the job. As from the signature of the contract, you will be the Commuty contact person for the Customers you manage. Your tasks will mainly be:

Act as Project Manager for the launch of newly signed Customers. Mainly:

• Be responsible for the successful onboarding of our new Customers, once their contract is signed, in collaboration with the sales and tech team
• Set up and manage the Customer’s environment in the app
• Inform & train the relevant stakeholders of the Customer on the usage of the app
• Take ownership of the contract terms and the invoicing management for your Customers together with the Admin Manager.

Manage Customer relationships to increase Customers LTV and prevent churn. Mainly:

• Collect regular feedback from your Customers
• Propose relevant actions to take or developments to make to the team & Customers
• Present new features to our Customers
• Increase Customers LTV and reducing churn

Make Upsells to Achieve annual renewal and upselling revenue targets. Mainly:

• Manage the upsell sales cycle from Feature presentation & demo, offer, negotiation to signature
• Collaborate with sales team when needed

This represents the ‘Customer support’ part of the job. You will spend part of the week working with the support team.

You will be asked to:

• be the point of contact for frontline support requests. If needed, dispatch the requests to the relevant team members;
• assist and educate our Customers in how to use our product;
• update and feed our FAQ page;
• make suggestions for improving the support process;
• propose product improvement to try to reduce the support needed for specific functionalities.

Qualifications

• Empathy, and patience, but with the ability to be firm
• Good writing, listening and negotiation skills
• Proactive and autonomous
• Excellent interpersonal skills
• Notions of project management and/or Customer support are assets
• Experience in a SaaS company is a plus
• Rigorous, well-organized and methodical (results-driven)
• Bachelor degree in any relevant skills
• Bilingual French / Dutch is a mandatory requirement (and super fluent in English)

Additional Information

WHAT YOU WILL GET

• Be a part of a dynamic team focused on taking Commuty to the next level
• Cool work environment that is caring, fun, and collaborative
• Office in Louvain-la-Neuve & Brussels, with a strong culture of remote work
• A salary package in line with your experience and skills
• Last but not least, the satisfaction of making a positive impact on society and employee well-being

A WORD ABOUT COMMUTY

Commuty is a Belgian startup founded 6 years ago with the powerful will to make a difference and address environmental challenges of our society.

Our 1st focus is the workplace: we develop a software to improve parking & desk management and boost green mobility in companies & office buildings.

We make complex workplace issues become super easy to deal with, thanks to digitization and innovation. At the end of the day, we help employees organize their workday in the most efficient, happy and green way!

INTERESTED?

Apply!

If your application is selected we will get in touch to organize:

• Screening call of 30min
• Case
• In-person/videocall Case review interview of 1hr
• Fit interview with our co-founders of 1 hour

Talk soon!

Job Location