Customer Success Manager

Summary

Join Luzmo, an embedded analytics platform, as a Customer Success Manager and build strong relationships with key accounts. You will own the entire customer journey, from onboarding to renewal, acting as a trusted advisor to drive value and high retention. Responsibilities include understanding customer business outcomes, developing relationships with stakeholders, and advocating for customer needs within Luzmo. The ideal candidate has 3+ years of B2B SaaS customer success experience, is a confident problem-solver, and is fluent in English. The role offers a competitive salary with benefits, flexible holiday policy, international get-togethers, and necessary equipment. Regular travel to the Belgian HQ in Leuven is required, and the position is open to contractors unless you live in Belgium.

Requirements

• You are a customer success enthusiast with 3+ years of solid hands-on customer experience in a B2B SaaS environment. You are familiar with all aspects of the customer journey
• You are a confident and self-driven person, naturally engaging with customers & colleagues at all levels
• You manage your time and projects proactively and independently
• You are a problem solver with a curious mindset, creatively looking for a Luzmo solution for every challenge. You have an interest in analytics and love juggling around with data
• You speak English fluently
• You are a great team player who we can trust and build on
• You are willing and able to travel to our Belgian HQ in Leuven on a regular basis
• You are open to work as a contractor, unless you live in Belgium

Responsibilities

• Manage your own portfolio, including some of our key accounts. Build a successful relationship with them, your customers love reaching out to you
• Own the whole customer journey, from onboarding and adoption, to renewal and expansion. Be their trusted advisor, resulting in high retention and growth rates
• Understand your customer’s key business outcomes and help them deliver to those objectives in a consultative way. Drive value, make sure your clients are successful in a sticky way
• Go high and wide within a customer’s organization to develop trusted relationships with all stakeholders, like the decision makers, key persona, and power users
• Be a strong Luzmo evangelist with the needed product knowledge to share best practices, educate your customers, provide demos, …
• Be the customers’ advocate within Luzmo - explain customer needs and context to Product and Engineering
• Work closely together with the other teams to evolve, scale, and improve the customer experience and success
• Proactively monitor and manage customer health, risk, and opportunities, and communicate in a transparent way
• Build out the one-to-many Digital Strategies together with the whole Customer Success team

Benefits

• Flexible holiday policy
• International get togethers (We were in Portugal in October!)
• The best people to work with!
• Any equipment/software/tech that you need to do your job