Customer Success Manager

Headlines:

• Customer Success Manager
• Fully Remote
• Cleantech/Infrastructure
• Must speak Flemish

Ready to own the customer experience end-to-end?

Our client is looking for an exceptional Customer Success Manager who thrives on building deep relationships, solving complex challenges, and turning customers into lifelong advocates. This is not a passive account management role — it’s a high-impact, hands-on position.

If you’re obsessed with delivering world-class service and love being the calm in the storm, then this role is for you. Please note we are looking for a flemish speaker.

What You’ll Do:

Deliver White-Glove Service Across the Entire Customer Journey

• Own the post-sale handoff and act as the single, named point of contact.
• Lead a premium, structured onboarding experience that sets customers up for immediate success.
• Partner with internal teams — technical, operations, field services — to ensure flawless deployment and go-live.

Be a Trusted Day-to-Day Partner

• Serve as the dedicated CSM for a portfolio of strategic accounts.
• Build proactive, long-term relationships with stakeholders from operations to the C-Suite.
• Monitor account health, usage data, and network performance to anticipate issues before they arise.

Lead Escalation Management with Confidence

• Own escalations from first signal to full resolution.
• Communicate clearly, drive urgency internally, and turn tough moments into trust-building wins.

Run Insightful Quarterly Service Reviews (QSRs)

• Deliver compelling, data-driven QSRs that highlight value, performance and ROI.
• Present executive-level insights: uptime, utilization, cost savings, sustainability impact.
• Use QSRs to align on goals, roadmap, and expansion opportunities.

Drive Renewals, Expansion & Advocacy

• Own the renewal process with accuracy and foresight.
• Identify upsell and cross-sell opportunities through deep account knowledge.
• Cultivate customer champions for case studies, references, and industry advocacy.

Be the Voice of the Customer

• Bring customer insights back to Product, Engineering, and Operations.
• Influence the roadmap and service delivery with clear, actionable feedback.

What You Bring

• Experience in Customer Success, Account Management, or similar roles — ideally in EV charging, energy tech, SaaS, or infrastructure.
• A flemish speaker
• A genuine obsession with customer experience and outcomes.
• Exceptional communication skills — from exec-level presentations to on-site troubleshooting.
• Proven success managing complex enterprise accounts with measurable results (retention, expansion, CSAT, NPS).
• Strong analytical mindset with the ability to turn data into stories and decisions.
• Experience managing escalations with poise and urgency.
• Proficiency with CRM and CS tools (Salesforce, HubSpot, Gainsight, Totango, Churn, Zero, etc.).
• A self-starter mentality — you don’t wait for the playbook; you build it.