Customer Success Team Lead

Who we are:

Luzmo is a B2B SaaS start-up in the AI data visualization & analytics space. We help customers to make their data turn into impact (see for yourself!).

We are growing fast and currently serving over 300 companies in 35 countries. If you're looking to join a scaling organization with plenty of career development opportunities, and shaping the future of our clients, join our team!

What this job will offer:

• Lead a CS team of 4, mostly based in Europe with customers all over the world.

• Assess, shape and optimize the whole customer lifecycle - from renewal to expansion. Bring best practices into place for each customer segment and touch point, including automations.

• Deliver exceptional customer outcomes, driving adoption, maximizing retention rates, and fostering sustainable growth.

• Analyze customer data and feedback to identify trends and opportunities for improvement, improve KPIs, measure performance and drive strategic decisions.

• Champion the voice of the customer within the organization, advocating for enhancements and improvements to our products and services.

• Coach and upskill the team through your proven CS expertise.

• Collaborate with other departments (Product, Sales, Engineering, Marketing,..) to ensure alignment on customer needs and priorities.

Who we are looking for:

• You are a driven and human-first manager with the ability to inspire others. Your passion for CS shines through in all you do.

• You have 3+ years of experience in a customer-facing management role in a B2B SaaS (scale-up) environment. You are familiar with all aspects of the customer journey, and have built high performing teams and processes.

• You act as a player-coach: you lead the way by doing and you support and help your team develop the needed skills.

• You build connections easily and are able to influence, negotiate, and build consensus with different stakeholders and personas.

• You combine the ability to think strategically and execute tactically to drive results.

• You have excellent communication and presentation skills, and an analytical and process-oriented mindset.

How we work:

• Empower the success of others - Empowering our customers is always placed at the very heart of Luzmo. Our ability to deliver on our promise will determine the future of our organization. The success of our clients is our success as well.

• Accomplish daily - We prefer to tackle challenges via small working pieces rather than one “work in progress”. Through incremental learning we accomplish greater, bigger things.

• Innovate fearlessly - Just because something hasn’t been done doesn’t mean it can’t be. At Luzmo all teams innovate fearlessly. We aim high and raise the bar everyday.

Perks:

Next to a competitive salary, we offer:

• Unlimited holiday policy.

• International get togethers.

• Healthcare cover.

• The best people to work with!

• Any equipment/software/tech that you need to do your job.

• If you are not based in Belgium, you are willing and able to work through an Employer of record in your home country. We unfortunately are not able to provide sponsorship for this role.