Company Description
Uman 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 Role
As 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 Responsibilities
Set direction for growth
* Define 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-focused
* Guide 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 Optimize
* Find 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 Growth
* Lead 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 created
Who You Are
We’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.
Location
Preference 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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