Customer Success Manager

Are you ready to dive into the world of a startup on the brink of scaling? At Zapfloor, we have successfully built a solid customer base and are in the process of international expansion. We're looking for a Customer Success Manager with the ability to get into the minds and hearts of our customers, helping them to adopt Zapfloor successfully.

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You'll be the single point of contact for our customers throughout their entire Zapfloor journey, from preparing their onboarding to a successful launch, providing support, and continuously exploring opportunities to expand their Zapfloor footprint. You’ll be working within the Customer Success team and interact regularly with the Product and Sales teams.

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In addition, you will have the opportunity to help refine the way we run Customer Success and contribute to the future of how the company operates.

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If you're ready for a challenging and rewarding role where you can make a direct impact, we'd love to hear from you!

Core responsibilities

• Customer onboarding & adoption
• Guide customers after sale through onboarding and product adoption
• Train users and help them become proficient with Zapfloor
• Provide best practices and ensure customers achieve the best outcomes

Customer relationship management

• Build and maintain strong relationships with our customers
• Act as a trusted advisor for customers, aligning product use with their goals

Retention & growth

• Monitor usage and engagement to prevent churn proactively
• Identify opportunities to upsell, renew, or expand accounts
• Track customer health metrics and recommend actions to increase value

Support & problem resolution

• Be a first point of contact for customer questions and product issues
• Collaborate with internal teams (Product, Sales, Engineering) to resolve problems and improve the platform

Voice of the customer

• Gather and share customer feedback with Product and Engineering to help shape improvements and roadmap priorities

Reporting and insights

• Track and report on success metrics (retention, adoption, churn)
• Deliver customer success insights internally to inform Customer Success initiatives

Skills & qualifications

Core skills

• Ability to lead training sessions and workshops
• Strong communication and relationship-builing skills
• Customer-centric mindset with empathy for user needs
• Problem-solving and analytical ability
• Comfort working cross-functionally with Sales, Product, and Support
• English is a must. Dutch, French, German, or other languages are a plus.

Experience

• 2-5 years experience in Customer Success, Account Management, or a related function in SaaS or B2B software

This is a hybrid role which will allow you to work from home. We have 1 or 2 office days per week.

Our office is located in the heart of Antwerp, at walking distance from the central train station.