Team Leader Customer Success Manager

  • Sales
  • Louvain la neuve, Belgium

Team Leader Customer Success Manager

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 and Amsterdam. We have over a decade of experience in interactive marketing, data collection, and loyalty, and we have 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 CEO, Quentin? Check out this 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 more information about us 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 platform hosts 2 complementary modules:

  • Qualifio Engage, that is used by over 275 brands and media groups around the world (L’Oréal, RTL, MediaMarkt, Daily Mail, Nestlé, Decathlon etc) who are using it to collect first- and zero-party data, and to engage, grow and qualify their digital audiences with creative interactive campaigns. An example is worth more than a thousand words, so why not take a look at the best campaigns of Qualifio!

  • Qualifio Loyalty, our brand new module, that is used by brands and media groups to set up innovative loyalty programs based on interactions and recurrent actions. You can read all about how we tested out Qualifio Loyalty internally here!

Job requirements

About the Job

A year ago, we successfully reorganised our CSM team into three Squads, based on our customer tiers (based on their MRR, scope and the services we provide them with).

  • Bronze: 1 Customer Care Success Manager

  • Silver : 3 Customer Success Managers

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

Today we are looking for our ‘Team Leader Bronze & Silver’ who will be in charge of a team of 4 people. This is a critical role in our organisation as we are customer-obsessed and aim to provide them with the best possible service and platform.

The different processes & playbooks to help our Bronze & Silver customers to be successful in their usage of our platforms (ROI) are under construction and based on low touch customer success & automation. Each member of the Bronze & Silver team manages +60 customers in terms of accounts with a smaller ARPA.

We are looking for a Team Leader that will build and develop these Bronze & Silver methodologies, including building automations, strategies, and reports.

About you

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

He/she has to help his/her team members to progress and thrive in a friendly but hyper ambitious atmosphere.

The ‘Team Leader Bronze & Silver’ will work closely with the Team Lead Gold & Platinum, but also with the Sales, Product & Marketing teams. He/she will directly report to the CEO in the current team structure.

  • Proven experience in a CSM role in an enterprise SaaS company, preferably in Martech industry, with a track record of building low touch success strategies.

  • Preference for a previous experience as a team leader.

  • Excellent written and verbal communication skills in English.

  • Obsessed with organisation : we use Planhat for our Customer Success teams and Hubspot for our Sales and Marketing teams, everything is in there and we need someone who is passionate about how the platform can make the life of our CSMs easier.

  • Team player

  • You are not afraid to get your hands dirty, manage customer calls to support your team, or manage complex projects

  • Capable to move fast and not afraid to changes things

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

What do 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 by the ROI generated by our customers using our softwares 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 !