We’re looking for someone who gets it. Someone who sees the chaos of modern knowledge work and thinks “we can do better than this.” Someone ready to transform Elium’s existing consulting services whilst building upon our strong foundation to unlock our 150+ customers’ knowledge potential.This isn’t your typical customer success role. You’ll be the strategic bridge between boardrooms and operational teams – working directly with C-suite and innovation leaders at BCG, BNP Paribas, L’Oréal, and other industry giants while ensuring seamless execution at the operations level. The exciting part? You’ll master both worlds: translating executive vision into operational reality and bringing ground-level insights back to strategic decision-makers. You’ll position our European AI-powered platform as essential to their transformation stories while making sure it actually works for the people using it every day.ABOUT USWe bring calm to the chaos. That’s not marketing speak – it’s what we actually do.As pioneers in B2B SaaS knowledge management, we’ve built an AI-powered platform that doesn’t just store information – it orchestrates it. We turn scattered expertise into accessible wisdom that teams across the globe can actually use. When organisations talk about becoming “AI-enabled,” we become part of their brain.Over 150 leading organisations trust us with their most valuable asset: their knowledge. From global consulting powerhouse BCG to major players in banking, beauty, energy, technology, retail, agriculture, food, and pharma. We’re a European, Belgium-based company that scales thoughtfully – from intimate 50-person customer service teams to global rollouts beyond 20,000 employees.What sets us apart? Our customers tell us it’s our passion, expertise, and genuine proximity. We don’t just deliver a platform; we deliver transformation. We’re a small, lean, and flexible team that believes in superpowers over headcount. We’re scaling our impact without necessarily scaling our people – looking for exceptional individuals who can amplify what we achieve together.WHAT YOU’LL ACTUALLY BE DOINGThis is your chance to shape something that matters. You’ll lead our customer services strategy whilst transforming Elium’s existing Consulting Services to help organisations unlock knowledge transformation they didn’t know was possible. The unique opportunity? You’ll be the bridge between C-level strategic vision and operations-level execution – ensuring initiatives that start in the boardroom actually deliver results on the ground.Customer success & consulting strategy (your main focus)Shape the future of Elium Consulting Services and how we approach strategic customer engagementsWork directly with executives to define transformation vision while partnering with operations teams to ensure seamless executionMaster the art of bridging boardroom strategy with operational reality – translating executive goals into actionable plans that actually workLead our evolution into the strategic consulting partner that drives knowledge transformation initiatives at every organizational levelSupporting growth (equally important)Help existing customers expand their platform use in ways that make sense for themSupport our sales team on strategic opportunities and major proposalsIdentify growth opportunities within our customer baseAmplifying our presence & community (important but secondary)Represent us at industry events and establish us as the definitive voice in knowledge sharingCapture customer stories that show real impact, not just metricsGrow our customer community through workshops, user clubs, and content that actually adds valueInfluencing strategy & product (important but secondary)Bring customer insights to our product and business strategy decisionsBridge the gap between what customers need and what we buildWork with leadership teams across the businessWHAT WE’RE LOOKING FORExperience that countsYou’ve spent 7-10 years building expertise in strategic customer success, management consulting, or leading SaaS advisory services.You’ve been in senior strategic or executive roles for at least 3 years, developing consulting practices and driving transformational client outcomes.Skills that matterStrategic bridge-builder: You excel at connecting C-level vision with operational execution – translating boardroom strategy into actionable plans that work for end usersDual-level expertise: You’re equally comfortable presenting to executives and collaborating with operations teams to ensure successful implementationStrategic thinking: You can conceptualise consulting frameworks while executing practical solutionsCollaborative influence: You work effectively across teams and drive strategic initiatives without needing direct authorityProblem solving: You’re resourceful and turn customer challenges into strategic opportunitiesTech-savvy: You understand knowledge management technologies and can articulate their strategic valueFluent in French and English – you’ll need both for our European customers and consulting engagementsStrategic consulting or SaaS advisory background – you understand how to develop and deliver high-value consulting services that span from C-level strategy to operational implementationLeadership experience – you’ve led strategic initiatives and driven consulting practice developmentDeep AI understanding – essential expertise in AI applications, with ambition to evolve our offerings with cutting-edge innovationsNice to haveChange management experience – you’ve helped organisations transformKnowledge management background – you understand how organisations capture, share, and leverage knowledge for business outcomesCustomer Relations department experience – you have strong experience working with and understanding Customer Service operations and challengesAdditional language skills – a plus for our pan-European customer baseWHY YOU’LL LOVE WORKING WITH USOur approachWe’re built on trust, transparency, and genuine collaboration. We give people autonomy to do their best work while supporting each other to succeed. We’re passionate about what we do, but we also believe in balance and having fun along the way. As a remote-first team anchored in Belgium, we work internationally while maintaining strong connections across our distributed workforce.What we offerRemote-first flexibility – work from anywhere while staying connected to our Belgium-anchored international teamEmployment options – permanent role with competitive salary, or freelance arrangements for the right personClear growth path – evolution towards team management and broader leadership responsibilities as services expandFull mobility package – company car and phoneGreat kit – latest laptop and tools you needExtra time off – 6 additional holiday days on top of the standard 20 daysTeam connection – regular events and activitiesGrowth opportunities – chance to learn, develop, and make your markReady to make knowledge work better?This role offers the chance to transform something special whilst making a real impact on how organisations share and use knowledge. We’re looking for someone excited about leading transformation in customer services and helping establish us as the definitive platform for knowledge sharing in the AI age.OUR SELECTION PROCESSWe believe this process should work both ways – it’s as much about you evaluating us as it is about us getting to know you. We keep it straightforward because we respect your time, and we want you to get a genuine feel for who we are and how we work.What you can expectInitial chat – Short video call to get to know each other and see if there’s a sparkStrategic conversation – Meeting with Greg, our CCO, to dive into the bigger pictureReal-world challenge – Time with our Customer Success team working through an actual business caseFinal conversation – Short meeting with Antoine, our CEO, to talk vision and fitPRACTICAL INFORMATIONWhere? AXIS PARK, Rue Emile Francqui 1, 1435 Mont-Saint-Guibert, BELGIUMWhen? Immediate start available for the right candidateAny questions or want to apply? Get in touch with us via jobs@elium.com with why this opportunity excites you and how your experience fits with what we’re building.
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