Co-Head of Customer Success

About the Company

Leexi is an AI Notetaker & B2B conversational intelligence SaaS.

Awards

• Winner award for best AI company in Belgium 2025,
• ISA 2025 innovation Belgian award
• l'étincelle d'argent innovation award 2026, France.

Certifications

• ISO 27001 certification,
• EU AI Act compliance,
• Data sovereignty in Europe.

Location: Brussels , avenue Herrmann Debroux 2, 1160 Auderghem

Contract Type : Permanent of freelance

Work Schedule : Full-time Office-based - 1day/week remote

Start date: As soon as possible

Objective:

Take operational and strategic responsibility for the Customer Success team to standardize processes, reduce churn, structure partnerships, and develop upsell. hands-on: define priorities together, launch actions, and coach the team of 8-10 people until industrialization.

Reporting:

Reports to the COO. Works in close coordination with Matthieu (COO) and Augustin (Co-head of CSM).

You will be the owner of the topics listed below.

Key Responsibilities :

Process Standardization & Skill Development

• Standardize rituals and processes: stand-ups, 1:1s, health checks, pipeline cleaning, inbox zero.
• Define and manage essential CS KPIs (churn, NPS, activation, TTR, usage).
• Industrialize CRM automations (Pipedrive) and telephony integration (Cloudtalk).
• Organize the training plan in collaboration with Matthieu (onboarding, playbooks, certifications).

Churn & Downsell Reduction (End-to-End)

• Implement churn tracking in Pipedrive and automated email follow-up.
• Structure activation, implementation, and product adoption actions (day 1 → TTV).
• Deploy a “happiness” measurement system (NPS / CSAT) and remediation process.

Partnerships & Partner Onboarding

• Industrialize the partner onboarding journey (process, payments, enablement).
• Create a framework to identify and activate lead-generating partners.
• Set up operational tracking and partner KPIs.

Upsell & Expansion (KAM Coordination)

• Structure upsell offers (self-serve, upselling clients, existing clients).
• Define playbooks and cadence for KAMs / CSMs to increase expansion revenue.
• Build a process to identify upsell opportunities based on usage and health signals.

Customer Support & Tools

• Audit and recommend support stack (Freshdesk / alternatives), ticket workflows, and SLAs.
• Implement automated reporting (RAG dashboards, use cases, resolution times).
• Integrate support/CS with product and sales for product feedback and prioritization.

Required Profile (Essential)

• 5+ years in Customer Success / Customer Operations within a SaaS, ideally scale-up environment.
• Proven experience in churn reduction, onboarding/activation, implementing CS playbooks, and upsell programs.
• Highly hands-on: proficient with Pipedrive (or similar CRM), support tools (Freshdesk/Helpdesk), and telephony integrations (Cloudtalk).
• Ability to structure KPIs/dashboards and coach a team.
• Pragmatic mindset, execution-oriented, and focused on continuous improvement.
• Fluent in French and professional proficiency in English.