Head of Customer Success @ LetsBuild in La Hulpe, Belgium


Job description

Job Title: Head of Customer Success

Start Date: ASAP

Location: Hybrid, with 2-3 times a week presence in the Belgium Office

Remuneration: Comprehensive package including a generous Mobility Budget, group insurance , retirement plan, hospitalisation and 25 days holiday.

Tired of limited career advancement opportunities or not enough flexibility in your current role ?

Ignite your passion for customer success and lead a global team of 10 dedicated professionals in revolutionising the customer experience across 35+ countries

and Join the Construction Management Revolution at LetsBuild!

Why Choose LetsBuild?

You can Make the Difference: Work with major industry customers in Europe, driving their success through our innovative product and dedicated CS team.

You will bring Innovative Solutions: Collaborate with cutting-edge software and tech enthusiasts to provide solutions that transform the construction management landscape.

Global Team: You will be the Driving CS energy across all accounts in 35+ countries by energising and leading a team of 10 dedicated Customer Success and Customer Support Professionals

You will have Growth Opportunities: You can claim your Flexibility and Ownership in your role and build your career in a rapidly growing company and take advantage of professional development programs and internal promotion opportunities.

You will experience Supportive Environment: Join a collaborative and inclusive work culture where your ideas and contributions are valued and recognized. Also, no waiting line! you will report directly to leadership in a flat structure

Your Mission:
As the Head of Customer Success, you will be the driving force behind our unwavering commitment to deliver exceptional customer experience.
Your responsibilities will include :

  • Lead and motivate your Customer Success and Customer Support Team to excel and deliver, providing guidance, mentoring, and support to foster a customer-centric culture

  • Develop and execute a customer success strategy to drive value for LetsBuild customers through upsell and cross-sell opportunities in existing accounts

  • Act as an executive sponsor for key and VIP accounts, addressing customer concerns and delivering exceptional experiences

  • Design and implement onboarding processes to ensure customers quickly understand and utilise LetsBuild applications effectively

  • Track key metrics such as usage patterns, customer feedback, and renewal rates to identify potential risks and proactively address them

  • Collaborate with internal teams such as Product and Sales, advocating for customer needs and delivering a cohesive customer experience.

Job requirements

Preferred Qualifications:

  • You preferably have 7 to 9 years of experience in a B2B SaaS customer success leadership role

  • Proven experience in building and establishing successful customer success processes, playbooks, and structures

  • You have strong analytical skills with a metrics-driven approach to decision-making;

  • Excellent interpersonal skills to engage effectively with customers

  • Ability to understand technical aspects of our products and articulate value propositions to customers

  • You have a strategic mindset with the ability to identify growth and retention opportunities. Churn is at the top of your mind when assessing the objectives of our clients

  • Emotionally intelligent, proactive, and collaborative mindset to work effectively with internal teams;

  • Fluent in French, Dutch, and English (knowledge of any other languages is a plus).

Teams Overview :
When you join us, you will be part of our diverse team of 55+ professionals, representing 17 nationalities, who are passionate about making a positive impact. Our headquarters are based in Parc De l’alliance in Braine L’alliance, with additional offices in Copenhagen and Łódź.

Take the Next Step
If you made it here, great! Now you can now embark on the next step by :

  • Send me a Connection request on LinkedIn
  • Send me an Inmail
  • Send me email on  silvia.verdes@letsbuild.com
  • Or simply hit the apply button

#CustomerSuccessLeader #ClientSatisfaction #CustomerRetention #TeamBuilding #CustomerEngagement #CustomerAdvocacy #CustomerCentric