Customer Success Manager

We are looking for someone who helps our clients feel supported after a project is delivered. You make sure their website or digital platform keeps running smoothly, questions get answered quickly and agreements are followed up with care.

Internally, you help us improve the way we handle aftercare so that clients experience a seamless continuation of our partnership. You will be the bridge between clients and our internal teams, making sure issues are resolved, expectations are clear and opportunities for improvement are spotted.

• act as the main point of contact for clients once their website or platform is live
• coordinate ongoing support requests with our design and development teams
• monitor service level agreements, follow up on tickets and make sure response times are respected
• keep an overview of priorities and communicate clearly with both clients and colleagues
• schedule and lead check in calls with clients to review status, questions and upcoming needs
• follow up on budgets, reporting and invoicing related to support and maintenance work
• document recurring issues and share insights with the team to improve quality and efficiency
• make sure clients always feel heard and supported throughout the lifetime of their website

• supports clients with care after project delivery, ensuring they feel guided and unburdened
• improves and optimises our internal processes for onboarding and follow up
• works from our offices in Ghent one day a week and in Kontich one day a week
• is fluent in Dutch and English, with Dutch as a strict requirement for this role
• has experience in dealing with clients and enjoys being in contact with many different people
• is disciplined, precise and comfortable with budgets, reporting and invoicing. Technical know how is a plus
• listens actively and communicates clearly, both with clients and colleagues
• spots opportunities for upsell or cross sell in a natural, supportive way
• keeps track of client satisfaction and knows how to turn feedback into action

• What we offer
  

At Leap Forward, we care about your quality of life. Our positive office culture promotes creativity and collaboration, while our wide range of projects offers exciting opportunities for growth. Join us and experience the benefits of a fulfilling career where you can thrive both personally and professionally.
- ### Great workspace & atmosphere

A place in our inspiring studios in Ghent, Antwerp or Kontich, where we create time and space for creativity. On Fix-It Fridays, for example, we clear our schedules to fix practical matters that otherwise disturb our flow and make room for learning and development. During our Leap Forward Labs, we learn something cool like 3D, do some creative knitting together, or make a stop-motion movie. Anything is possible
- ### Amazing colleagues

Work within a diverse team of digital experts that tackles challenges for small and high-profile companies. We share our expertise and know-how so that we can learn from one another. On Friday afternoons, we have a "Take The Stage" where we update each other on projects and workflow over a beer.
- ### A huge range of projects

Challenging and diverse projects for startups, established companies and other agencies. We love working with a variety of companies across all industries.
- ### Training & personal growth

Everyone is free to pick an annual conference and extra training. Pick any conference in Europe you want to attend, we take care of your flight, tickets, accommodation and we even throw in some extra allowance.
- ### Competitive salary & benefits

We offer a competitive salary with a solid package of benefits, including everything you need to do your job comfortably. Think of professional equipment, home office support, and the option of a company car or other mobility solutions.

Creating impact: Everything you do has an effect on someone or something. We're excited to work with you to make a positive impact.

Invested in people: As a design-driven company, we want to make people's lives better and create meaningful experiences for them.

Experts in digital: Over the last decade we've launched countless successful products, services and experiences. Our experts share a passion for all things digital.