Head of Customer Success

Who we are:

We're Qover, a leading insurtech scale-up that has raised $70 million.

With an international team of 140+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences.

Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent and accessible across borders – a global safety net

We're well on our way to building that safety net, with a platform that protects millions of users across 32 European countries. We work with top brands like Revolut, Mastercard, BMW, Canyon, Monzo and many others.

Visit our website for more about what we do 

Location: Brussels or Remote with regular travel to the Qover office in Brussels and partner sites across Europe. Reports to: Chief Revenue Officer

Position Overview

Qover is seeking a strategic, analytical, results-oriented leader to serve as our Head of Customer Success. You will lead and scale a high-performing team responsible for the long-term success of our diverse partner base, including Financial Services, Mobility, and Insurer & Broker Partnerships.

Your mission is to ensure Qover remains a trusted advisor to our enterprise partners, driving product adoption, maximising value realisation, and fostering long-term growth and retention across all partnership tiers.

Key Responsibilities

●      Strategic Leadership & Team Management:

○      Define and execute the global Customer Success strategy to drive retention, satisfaction (NPS), and account growth.

○      Lead, mentor, and scale the Customer Success team, fostering a culture of proactivity, independence, and customer-centricity.

○      Establish key performance indicators (KPIs) and reporting frameworks to measure team impact and partner health.

●      Partner Portfolio Oversight & Management:

○      Build meaningful relationships with senior stakeholders at Qover's strategic accounts to support our partner's & Qover's agenda while deepening Qover's reach inside enterprise partnerships

○      Oversee the health and success of Qover's three primary partner pillars: Financial Services, Mobility, and Insurer & Broker Partnerships.

○      Ensure the team delivers high-quality onboarding, training, and governance for new and existing partners.

●      Value Realization & Strategic Growth:

○      Develop frameworks for impactful Quarterly Business Reviews (QBRs) that provide actionable, data-driven insights to partners.

○      Collaborate closely with the Sales team to identify and execute on opportunities for upselling and cross-selling.

○      Implement proactive risk mitigation strategies to ensure high renewal rates across the portfolio.

●      Cross-Functional Advocacy:

○      Serve as the primary \"Voice of the Customer\" within Qover, influencing the product roadmap and corporate strategy based on partner's interests and feedback.

○      Partner with Product, Marketing, and Sales to refine the customer lifecycle and improve the overall partner experience.

○      Cultivate a network of customer advocates for case studies, testimonials, and industry events.

Qualifications

●      Experience:

○ years of experience in Customer Success, Account Management, or a similar leadership role within a B2B SaaS or Insurance environment.

○      Proven track record of managing and growing large-scale enterprise accounts at a strategic level.

○      Experience in building meaningful relationships at senior level is highly preferred.

●      Skills:

○      Deep understanding of SaaS business models, embedded insurance, and complex customer lifecycle management.

○      Exceptional communication and interpersonal skills, with a proven ability to build trust with C-level stakeholders.

○      Strong negotiation skills for both internal and external stakeholder management

○      Strong analytical mindset, comfortable using data to drive strategy and demonstrate value.

○      Highly proactive with a strong sense of ownership and the ability to lead in a fast-paced, evolving environment.

●      Technical Proficiency:

○      Proficient in Google Workspace (Sheets, Slides).

○      Experience with CRM and data tools such as HubSpot, Jira, Looker, or similar platforms is a significant bonus.

What's in it for you:

● A flexible work environment: up to three days remote per week and the ability to work from anywhere one month per year

● days off (8 extra days on top of the 20 legal days)

● A nice working space in a great location in Brussels: Qover-dedicated space at WeWork (Rue du Commerce 31) with a large terrace to enjoy team events

● A positive company culture that values teamwork and taking initiative but also having fun, with regular social events

● A collaborative and communal environment where everyone is welcomed, valued and accepted regardless of their nationality, gender, age, sexual orientation, disability, philosophical or political views, etc.

● The chance to work among entrepreneurial people, giving you the opportunity to learn and have a real impact at one of Europe's fastest-growing insurtechs