Challenge?
* Manage the full customer lifecycle: onboarding, adoption, business reviews and renewals, as well as generating opportunities for upsell/cross-sell.
* Maintain regular, proactive contact with your customers to build relationships and manage expectations. Act as Single Point of Contact for escalations within your book of business.
* Monitor account health, identify risks early, and define mitigation plans.
* Collaborate with Sales and Marketing to identify and execute upsell or cross-sell opportunities.
* Collect and translate customer feedback into actionable insights for Product and Marketing.
* Organize webinars, trainings, or events to boost product adoption and customer engagement and support our digital segments as needed.
* Track and report on key success indicators: CSAT, churn, adoption, and portfolio growth.
* Coordinate internal resources (Support, Product, Technical delivery teams) to deliver solutions effectively, specially during the Onboarding phase.
Profile?
* 3-5 years of experience in Customer Success, Account Management, or a similar SaaS/tech environment.
* Proven experience managing a customer portfolio with a focus on renewals and expansion.
* Data-driven and analytical; you make informed decisions using metrics and insights.
* Strong communication and presentation skills, comfortable with senior stakeholders.
* Customer-focused, solution-oriented, and commercially minded.
* Skilled collaborator with cross-functional teams (Product, Marketing, Sales).
* Interest in healthcare or e-health is a strong advantage.
* Fluent in Dutch and English; good knowledge of French is a plus.
* A structured and self-driven approach to managing complex accounts.
* Commercial awareness combined with a genuine care for the customer.
* Experience using CRM, Customer Success, and reporting platforms.
* Resilience, flexibility, and ownership in driving results.
Offer:
* Manage the full customer lifecycle: onboarding, adoption, business reviews and renewals, as well as generating opportunities for upsell/cross-sell.
* Maintain regular, proactive contact with your customers to build relationships and manage expectations. Act as Single Point of Contact for escalations within your book of business.
* Monitor account health, identify risks early, and define mitigation plans.
* Collaborate with Sales and Marketing to identify and execute upsell or cross-sell opportunities.
* Collect and translate customer feedback into actionable insights for Product and Marketing.
* Organize webinars, trainings, or events to boost product adoption and customer engagement and support our digital segments as needed.
* Track and report on key success indicators: CSAT, churn, adoption, and portfolio growth.
* Coordinate internal resources (Support, Product, Technical delivery teams) to deliver solutions effectively, specially during the Onboarding phase.