Customer Success Manager

Role: Customer Success Manager 

Location: Belgium (Hybrid way of working: 2-3 days per week in the office in Braine l'Alleud and the rest at home or at Client's premises)

Competitive salary 

Start Date: ASAP

Do you feel invisible?

When you join us, you won’t just be a number; if you’re ready to step up, you can make a difference with us, you’ll enjoy plenty of visibility at LetsBuild. 🔦

You’ll be assigned a buddy from day one, we’ll set you up for success with a great onboarding; you’ll have modules to go through and week by week you’ll build your knowledge and learn in a structured and organised manner.

We’ve got strong logos in the BeNeLux construction market, so we’re a brand our Clients trust, making it easier for you to Onboard and keep those clients happy 😊

How about the CSM team? You’ll join Virginia, Justine, François, Michiel and Jasper, an international team spread across Belgium and Denmark.

Check the following link to see some of the great work our CSM team do: Justine doing a great Onboarding with Perrard Eiffage!

You'll report into Virginia, she manages her team by adapting to the individual, you'll find her present, reliable, she'll give you a lot of trust and empower you. You'll have weekly team meetings as well as one-ones with Virginia.

About the role:

You'll be responsible for driving long term customer success and adoption of LetsBuild applications within a defined set of Enterprise customers.

• Interact with key decision-makers within your assigned customer portfolio, developing proactive success plans, ensuring long-term customer retention.
• Conduct QBRs with your portfolio, identify cross-sell/up-sell opportunities to support LetsBuild’s growth targets and flag churn risks or triggers within your customer portfolio and escalate for action internally.
• Educate customers on using the LetsBuild applications to improve their experience with LetsBuild’s apps
• Ensure a consistent follow-up cadence and customer engagement during and after the onboarding period
• Build relationships with customers from your portfolio to drive customer loyalty
• Manage account setup and onboarding for the new customers in your portfolio.
• Own and manage the entire customer lifecycle from onboarding through the renewal for your customer portfolio
• Manage customer satisfaction by understanding the customers’ needs, expectations, and pain points
• Assist marketing in driving a portfolio of customer success stories and testimonials

About you:

• You’ll join us with 2-3 years SaaS B2B experience as a Customer Success Manager
• You’ll be fluent in Dutch and English, French is a plus
• Your training skills will be top notch in order to onboard your customers and ensure they get the most out of our product
• Communicate effectively with the internal and external stakeholders.
• Collaborate effectively with Sales, Marketing, and Support teams to interchange data in order to support the customers effectively.
• Be a team player and promote positivity when liaising with your colleagues.
• Have a problem-solving, solution-driven approach to identify and resolve customer challenges quickly and efficiently.
• Build and foster strong rapport with your customers to build trust and to provide great customer experience.
• Stay organized and accurate in the work you do to aid streamlining business processes

About us:

• You will work with a team of 55+ people who are passionate about bringing modern technologies to the construction industry.
• Our products are used to build houses & apartments, office buildings, commercial centres, wind farms, highways and many other cool projects out there!
• Our main offices are located in Braine L'alleud (Belgium), Copenhagen (Denmark) and Lodz (Poland) with a team of 55+ international employees

For a confidential chat about your next step in your CSM career, reach out in the following ways:

• Send me a Connection request on LinkedIn
• Send me an Inmail
• Send me email on  jo.wilkinson@letsbuild.com
• Or simply hit the apply button