Head of Customer Success

  • Sales
  • Louvain la neuve, Belgium

Head of Customer Success

Job description

Who are we?

Qualifio is a team of 75 colleagues who are all passionate about Digital Marketing. Our HQ is in Louvain-la-Neuve, close to Brussels, Belgium and we also have offices in Madrid, Paris & Amsterdam. We have over a decade of experience in interactive marketing and data collection and a unique work culture built on strong values.

  • Our values are at the heart of everything that we do at Qualifio: transparency, commitment, fun, empowerment, togetherness & creativity. We believe that to be creative and effective, we need to have a good work-life balance.

  • Life at Qualifio is great fun - check out some of the things we’ve been up to recently on our Instagram account!

  • Want to meet our new CEO? Here’s the video.

We have an exciting growth plan for the coming years, and we are looking forward to welcoming new amazing people to the team! You’ll find a lot of information below, but don’t hesitate to reach out for a chat!

What do we do?

Qualifio is a fast-growing SaaS company founded in 2011. Our software, Qualifio Engage, is used by over 275 big brands across the world (L’Oréal, RTL, MediaMarkt, Daily Mail, Nestlé, Decathlon, etc). They are using our platform to engage, grow and qualify their digital audiences via creative interactive experiences. An example is worth more than a thousand words, you’ll find the best campaigns of June 2022 in this blog article.

We are in a very exciting period as we are launching a new and second hyper complimentary product: Qualifio Loyalty, an interaction-based loyalty platform.

About the Job

We are looking for our Head of Customer Success who will be in charge of a team of 10 people today. This is a critical role in our organization as we are customer-obsessed.

A year ago, we successfully split our teams based on our customer's tiers (based on their MRR). We built different processes & playbooks based on those tiers with low touch & automation for Bronze & Silver, high touch for Gold and Platinum.

  • Bronze: 1 Customer Success Manager

  • Silver: 3 Customer Success Managers

  • Gold & Platinum: 5 Customer Success Managers under the leadership of 1 Team Lead

Your main mission will be to bring the team to the next level by:

  • Lead, coach, and make your team members grow.

  • Improve the way we are doing Customer Success today with your personal touch, experience & expertise.
    • Optimize the high-touch methodology for our enterprise customers.

    • Build and industrialize the “low touch” processes to increase one-to-many actions for our Silver & Bronze squad.

  • Be the escalation point for your team when they need help with their customer portfolio.

  • Represent the customers internally with all stakeholders (CEO/Product/Sales/Marketing…).

  • Define the team goals, reach and exceed churn and expansion targets.

  • Administrate our CS tool stack: Planhat, Notion, Slack, Google workspace, etc.

Job requirements

About you

The most important thing for us is to find a charismatic leader who will identify with the company's values. We need someone who is not afraid to get his hands dirty, change & challenge what we built, who is very close to his teams, and who leads by example.

He/she has to help all members of the CSM team to progress while feeling in a friendly but hyper-ambitious atmosphere.

Next to the CSM team, the Head of Success is working closely with the Sales, Product & Marketing teams. He/she will directly report to the CEO in the current team structure.

If the first months go well, the Head of Success will become part of the Management Team.

  • +4 year’s experience in a CSM role in an enterprise SaaS company, preferably in the Martech industry, with a track record of delivering success;

  • Preference for a previous experience as a Manager, Team lead, or CS ops;

  • Excellent written and verbal communication skills;

  • Successful experience in the automation of CS tasks and processes to scale and increase the average ARR/portfolio;

  • Obsession about organization: we are using Planhat for Success & Hubspot for Sales, everything is in there and we need someone in love with how such a platform can make the life of CSM’s easier;

  • Absolute team player;

  • You are not afraid to put your hands in the dirt, manage customer calls to support your team, or manage complex projects;

  • Capable to move fast and not afraid to change things;

  • Fluent in English with another language on top: either Spanish, French or Dutch.

What we offer
  • An open, flexible, and challenging environment, where the startup/entrepreneurial spirit is going strong;
  • A place where we can be very serious, very ambitious, but where we have fun and we’re all considered as human beings, with our qualities & weaknesses;
  • A great way to be immersed in the ever-evolving digital marketing challenges of the biggest companies in Europe;
  • A place where we go fast. In our decisions, in our initiatives, in our growth;
  • You’ll be working with a team obsessed with its highly qualitative software products, always willing to receive customer feedback and improve;
  • The organization is structured to give you the opportunity to demonstrate your full talent; empowerment of our team members is key;
  • The company is financially healthy and has clearly defined goals for the years to come, shared with all the team;
  • A place where values are not just something written on the walls;
  • An attractive salary package with many non-financial benefits: company phone and laptop, hospitalization insurance, group insurance, parking spot in the center of LLN (or an office that is easily accessible via public transport!), eco vouchers, Internet subscription, etc.

A final word...

By working at Qualifio, you’ll be part of an ambitious culture that puts people first (both our employees and our customers). It’s full of challenges, and of course, it’s not easy every day. It’s as a team that we overcome challenges and progress. We’re obsessed with the ROI generated by our customers using our software and we fight to improve it. On the other hand, we understand the need for a balanced work-life balance. And we believe that everybody who’s part of our team should be supported to develop to their fullest potential.

  • We seek to understand customers in everything we do
  • We have a life outside of work (and we want to keep it that way!)
  • We are proactive and accountable in our roles
  • We’re genuine, honest, open
  • We say what we think in a constructive way and we’re open to feedback
  • We’re here to learn and improve every day

    Let's get in touch !