Customer Success & Account Manager

About the job Twipe is a mediatech scale-up based in Leuven, Belgium. We work with leading newspaper publishers in Europe to grow digital subscribers and sustain quality journalism. Our cloud-based solutions support digital edition publishing, analytics, and personalisation for publishers such as Mediahuis, The Telegraph, and Süddeutsche Zeitung. Next to our products, we also gather and analyse industry knowledge and share insights with our growing Future of News publishers’ community. As our Customer Success & Account Manager, you will be the trusted partner for a portfolio of publishing customers. You will help them get the most value from Twipe, guide them through product adoption, roll out of change requests, and build strong commercial relationships that support retention, renewals, and growth. Why are we hiring? Our customer base is growing, and so is the strategic importance of long-term customer value. We want to strengthen the way we support publishers after the sale: from smooth onboarding and successful delivery to proactive account management, customer health follow-up, and expansion opportunities. This role brings together the best of Customer Success and Account Management. You will help customers succeed with Twipe’s solutions while also spotting opportunities to deepen partnerships and grow accounts in a thoughtful, value-driven way. What do you do? You are the primary contact for a portfolio of new and existing customers, building trusted relationships with users, decision-makers, and internal stakeholders. You collaborate with the delivery team to ensure smooth onboarding, helping customers understand Twipe’s solutions and reach value quickly. You manage a portfolio of accounts and keep a clear view on customer health, adoption, satisfaction, risks, renewals, and growth opportunities. You coordinate across customer tracks and customer-specific improvements in collaboration with Product and Engineering. You translate customer needs into clear actions, making sure expectations are aligned and next steps are well understood. You prepare and lead regular customer check-ins, business reviews, and success conversations focused on outcomes, value, and future needs. You work closely with Business Development to identify upsell, cross-sell, renewal, and expansion opportunities. You act as the voice of the customer inside Twipe, sharing feedback, surfacing product insights, and escalating issues when needed. You help customers stay informed about relevant product updates, industry trends, and opportunities to improve their digital publishing strategy. How do you make a difference? You combine customer empathy with commercial awareness and intimate knowledge of the Twipe products and ecosystem. You want customers to succeed, and you understand how strong relationships create sustainable growth. You are proactive. You do not wait for problems to become urgent before taking action. You enjoy making complex digital projects feel clear and manageable for customers. You are curious about the media and news industry, and you care about the role technology can play in supporting quality journalism. You are structured and organised, able to manage several customers, timelines, and internal stakeholders at the same time. You communicate clearly, whether you are explaining a technical topic, discussing customer goals, or aligning teams around priorities. You have a growth mindset. You like learning, improving, and staying close to new trends in SaaS, digital publishing, and customer success. Your track record You have 1 to 3 years of experience in Customer Success, Account Management, software delivery, project management, or a similar customer-facing SaaS role. You have experience working with B2B customers and enjoy building long-term relationships. You are comfortable discussing customer needs, business value, renewals, and growth opportunities. You have a strong interest in cloud, web, and mobile software technologies. You have a basic understanding of technologies such as SQL, HTML, or XML, or you are motivated to learn. You are fluent in the use of AI tools. You are fluent in English and proficient in French or German. Additional languages are a plus. A background in engineering, computer science, economics, business, or a related field can be helpful, but we value relevant experience and potential just as much. Experience in media, publishing, subscription businesses, or digital products is a plus. Why you’ll love working with us Are you ready to make a difference from day one? Join us in solving meaningful challenges for the media sector as part of a tech scale-up that is helping publishers build stronger digital futures. Innovative environment: Be part of a young, international team working at the intersection of media, technology, data, and product innovation. Growth opportunities: We invest in our team’s skills and knowledge. You receive a €1000 personal learning budget to keep growing. Creative workspace: Work in a place where creativity, design, technology, and fun meet. Team building & Sparkling Fridays: Enjoy team-building events throughout the year. Every second Friday, we share demos, celebrate team achievements, and enjoy themed events together. Generous time off: Benefit from flexible working hours and 26 vacation days. Flexible mobility: Choose between a soft mobility budget or a company car. Inclusive culture: We celebrate diversity, promote equality, and have zero tolerance for harassment or discrimination.