Company DescriptionUman is an all-in-one software solution that automates sales preparation, follow-ups, and personalized content generation for client conversations. By connecting your calendar, uman researches prospects, generates personalized sales materials, joins calls, takes notes, and automates follow-ups. B2B sales teams using uman have seen significant time savings, increased win rates, and revenue growth.Your RoleAs ourHead of Customer Success, you'll play a pivotal role in shaping the growth of our customer success team while driving impactful customer outcomes. You'll balance strategic direction with hands-on execution to ensure our customers experience maximum value from our solution.Key ResponsibilitiesSet direction for growthDefine the vision and direction for how we support and grow our customer relationships.Take a leading role in managing relationships with our largest and most valued customers.Be hands-on and customer-focusedGuide new customers through onboarding, ensuring they feel confident and supported when starting with our tool.Create helpful content and resources to make it easy for customers to onboard themselves at their own pace.Produce clear and effective instructional videos for customer self-training.Be a trusted point of contact for customer questions, offering guidance with care and understanding.Learn, Improve, and OptimizeFind smarter, more effective ways to help customers get started and succeed with minimal effort on our side — while still keeping a personal and thoughtful touch with our enterprise clients.Develop a scalable onboarding structure to support our growing customer base.Develop a scalable onboarding structure that makes it easier for more customers to thrive.Establish simple ways to measure success, such as tracking customer engagement, feature adoption, and retention.Drive Impact and GrowthLead strategic QBRs (Quarterly Business Reviews) to strengthen customer relationships and drive long-term success.Organize regular and structured follow-ups to understand customer needs, improve adoption, and share valuable insights.Work closely with the sales team to welcome new customers and share your learnings.Spot opportunities for growth and help customers unlock additional value from our solution.Organize meaningful impactful meetings to highlight progress, ensure alignment and proof the impact createdWho You AreWe’re looking for someone who:Is passionate about building strong customer relationships and making people feel supported.Thrives in a dynamic environment where things are constantly evolving.Has 3+ years experience in customer success or a similar role, ideally within a B2B SaaS environment.Focuses on getting things done, believing that great ideas can come from anyone.Enjoys finding creative ways to surprise and delight customers at every step.Fluent in English; Dutch is a plus.LocationPreference for candidates to work from our Ghent office, spending at least 2 days per week on-site; however, a remote setup (within ±3 hours CEST) is also considered.If you don't check all the boxes...If you’re excited about this role and believe you could excel in it, we encourage you to apply — we’d love to hear from you! We believe that diverse teams create better outcomes. We are committed to fostering an inclusive environment where everyone feels welcome, valued, and supported.
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