Scale Customer Success Manager

Role: Scale Customer Success Manager

Location: Hybrid or remote

Competitive salary including a generous mobility allowance

Start Date: ASAP

LetsBuild is on a mission to digitalize the construction industry. 

Our team is growing and we are looking for a Scale CSM to join our team in Belgium, to support our customers, retain them, and help them grow by leading initiatives and collaborating with different stakeholders.

The Scale CSM is an exciting role at LetsBuild. You will work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. 

We will use robust customer data to help identify ways we can deliver increased value through broader and more mature use of LetsBuild ensuring growth and retention of our accounts.

Part coach, project manager, consultant, and product expert, our Customer Success Managers are dedicated to helping our customers transition to a smoother and more efficient way of working, through the digitalization of Construction.

About the role

• Manage a large portfolio of customers in the Small-medium (SMB) market

• Own and manage the entire customer lifecycle from onboarding through the renewal for your portfolio

• Serve as your customer's trusted advisor and product expert

• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as creating email campaigns, group onboardings, custom trainings, new collateral, and hosting webinars

• Engage 1:1 with targeted strategic customers at key points in the customer journey to ensure the adoption of LetsBuild, expansion of the account and its renewal

• Partner with Marketing and Sales colleagues to ensure the customers' retention and maximize the account potential

• Manage customer satisfaction by understanding the customers’ needs, expectations, and pain points, and working cross functionally with Support teams

• Take an active role in helping us define the digital customer success strategy for the SMB market

• Represent the voice of the customer and influence our product development roadmap

About you

• At least 2 years of experience in customer success or account management, particularly in a SaaS B2B environment

• Experience working with a large volume of accounts (+100)

• Ability to embrace the mindset of continuous improvement and actively contribute to the CS processes and practices

• Curious about data and insights and using this do improve the performance of the SMB portfolio using a growth hacking mindset

• Context switching - manage different (multiple) accounts at different stages in the life cycle

• A team player with positive attitude, empathy and high energy

• Strong interpersonal and written and verbal communication skills

• Fluency in English and French (Dutch as an additional language is a strong plus)

• A problem-solving mindset with a focus on efficiency and customer satisfaction

• Ability to build and foster strong rapport with your customers

• Strong intrinsic motivation to be a top performer and contribute to a team

• Highly organized and accurate 

• Adaptable, easily acclimatizing to changing business processes

• Proficient in Salesforce, Planhat or similar customer success software

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