Customer Success Manager @ Diabatix in Leuven

Diabatix is a Belgian software scale-up that specializes in generative thermal design. We develop Coldstream, a SaaS platform automating the thermal engineering process for Tier 1 enterprise customers across several industries like automotive, consumer electronics, aerospace, lighting or semiconductors. Our business is exponentially growing; hence we’re further looking to expand our team with a Customer Success Manager (m/f/x):

Job Description:
Diabatix is seeking a highly motivated and experienced Customer Success Manager (CSM) to join our team. As a CSM, you will play a vital role in ensuring the satisfaction, retention, and growth of our enterprise customers with annual contract values exceeding $100,000. You will collaborate closely with our Sales, Product, and Support teams to maximize customer success and drive business outcomes.

Responsibilities:

• Serve as the primary point of contact and advocate for a portfolio of enterprise customers, building strong relationships and understanding their business needs.
• Proactively engage with customers to understand their goals, identify opportunities for upselling, and drive adoption and success with our products and services.
• Conduct regular business reviews and check-ins with customers to ensure their satisfaction, identify potential challenges, and develop strategies for mitigating churn.
• Collaborate closely with internal teams, such as Sales, Product, and Support, to address customer needs, resolve issues, and optimize their overall experience.
• Develop a deep understanding of our products and services to effectively communicate value propositions and provide guidance on best practices.
  Analyze customer data and metrics to identify trends, patterns, and areas for improvement, and leverage insights to deliver data-driven recommendations to customers.
• Monitor customer health scores, customer satisfaction levels, and renewal timelines to proactively identify potential risks and develop strategies to mitigate churn.
• Act as a customer advocate within the organization, providing feedback and insights to drive product enhancements and improvements based on customer needs.

Qualifications:

• Master’s degree in business, marketing, or another customer facing field.
• Proven experience as a Customer Success Manager or similar role, ideally within a SaaS or technology company, with a focus on enterprise customers and high-value contracts.
• Strong understanding of customer success principles and methodologies.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with stakeholders at all levels.
• Ability to work in a fast-paced, high-demanding but also technical environment and adapt to changing priorities.
• Results-oriented mindset with a proven track record of meeting or exceeding retention and upselling targets.
• Analytical mindset with the ability to analyze data, derive insights, and make data-driven recommendations.
• Passion for technology and a strong desire to help customers succeed.

Why Join Diabatix:

• Opportunity to work with a highly talented and passionate team of A-players in a fast-paced, innovative environment.
• Chance to make a significant impact on the success and growth of enterprise customers.
• Competitive salary and benefits package, including performance-based incentives.
• Career development and growth opportunities within a rapidly expanding organization.
• Strong company culture with a focus on collaboration, teamwork, and employee well-being.
• If you are a self-starter who thrives in a high-demanding environment and is passionate about delivering exceptional customer experiences, we would love to hear from you!

How to Apply:
Please submit your resume and a cover letter outlining your relevant experience and why you are interested in joining Diabatix. We appreciate all applications; however, only those selected for an interview will be contacted.