Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager responsible for adoption and retention of accounts for TrendMiner. Collaborating with customers to leverage analytics capabilities while ensuring satisfaction and business value.
Responsibilities
- Success planning and enablement: Develop and complete Success plans based on customer goals, company and departmental KPIs (retention, customer value etc.)
- Accelerate time-to-value for customers by proactively facilitating a smooth customer experience
- Build and manage stakeholder relationships of the customers in your portfolio
- Comprehend customer’s business needs and tailor the TrendMiner Customer Journey to deliver business value
- Identify, log and discuss risks/opportunities about renewal, value, and expansion
- Proactively create and execute action plans to resolve identified risk
- Collaborate with sponsors and project managers to drive TrendMiner value, adoption and satisfaction & ensure smooth contract renewals and upsell
- Support TrendMiner customers in the use of TrendMiner as their analytics toolbox, together with the Data Analytics Engineers in our Customer Success team
- Support and collaborate with the sales team by offering customer insights
- Collaborate with the Product team to define requirements for future TrendMiner features
Requirements
- B.Sc. in a commercial or technical study or equivalent relevant experience
- 2+ years of experience in Customer Success Management, especially in a B2B software company
- Proficient in German and English, both speaking and writing
- Previous experience using data analytics
- You understand the processing industry (Chemical, Oil & Gas, Food & Bev, etc.)
- Experience in managing projects and handling changes
- Capable of handling multiple, complex projects at the same time
- Takes the initiative when working with customers and teammates
- Focused on delivering value to TrendMiner's customers
- Strong interpersonal skills that help build trusted relationships with clients
- Excellent at organizing, prioritizing tasks, and managing time effectively
- Ready to travel to work directly with customers, up to 15%
Benefits
- Competitive salary and benefits package, including a company car or mobility budget
- Flexible remote work policy or fully remote outside of Belgium
- Career growth and development opportunities in a rapidly expanding company
- Personal Learning and Development budget and guidance
- Company managed and external training opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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