EU Senior Customer Success Manager

Who we are:

Luzmo is an embedded analytics platform that enables SaaS vendors to integrate interactive dashboards and insights directly into their applications. Founded in Belgium in 2015, Luzmo operates in over 33 countries, with core markets in North America and Europe. Rebranded in 2023 and bolstered by fresh funding, the company is set for significant growth beyond its current €5M ARR.

What this job will offer:

• A wide variety of responsibilities, ranging from working together with clients to resolving their technical issues and creating a knowledge base.

• In a dynamic scale-up environment, you will get the opportunity to rapidly grow both your technical and interpersonal skills and learn from your entrepreneurial colleagues.

• You’ll make an impact in organizations from different sectors and sizes by helping them gain the most out of their data through the use of our platform.

• You'll receive a competitive salary with benefits. 

What this job expects of you:

• Manage your own portfolio, including some of our key accounts. Build a successful relationship with them, your customers love reaching out to you.

• Own the whole customer journey, from onboarding and adoption, to renewal and expansion. Be their trusted advisor, resulting in high retention and growth rates.

• Understand your customer’s key business outcomes and help them deliver to those objectives in a consultative way. Drive value, make sure your clients are successful in a sticky way.

• Go high and wide within a customer’s organization to develop trusted relationships with all stakeholders, like the decision makers, key persona, and power users.

• Be a strong Luzmo evangelist with the needed product knowledge to share best practices, educate your customers, provide demos, …

• Be the customers’ advocate within Luzmo - explain customer needs and context to Product and Engineering.

• Work closely together with the other teams to evolve, scale, and improve the customer experience and success.

• Proactively monitor and manage customer health, risk, and opportunities, and communicate in a transparent way.

• Build out the one-to-many Digital Strategies together with the whole Customer Success team.

Who we are looking for:

• You are a customer success enthusiast with 3+ years of solid hands-on customer experience in a B2B SaaS environment. You are familiar with all aspects of the customer journey.

• You are a confident and self-driven person, naturally engaging with customers & colleagues at all levels.

• You manage your time and projects proactively and independently.

• You are a problem solver with a curious mindset, creatively looking for a Luzmo solution for every challenge. You have an interest in analytics and love juggling around with data.

• You speak English and French fluently, other language skills (preferably Dutch) are a plus.

• You are a great team player who we can trust and build on.

• For this job, we prefer someone who is willing and able to travel to our Belgian HQ in Leuven on a regular basis to connect with the CS team there. 

• You are open to work as a contractor, unless you live in Belgium.

• We unfortunately don't provide sponsorship for this role. 

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.

• Be personal globally - We have an international focus and concern ourselves with the success of our clients across the world. We believe that maintaining transparency and respect is key, which is the secret to making great things happen.

• As a team with respect to the individual - At Luzmo we believe in working together to reach a common vision. We do this while keeping the highest respect for each individual and their personal situation.

• Have fun - Yes, we’re professionals who love a good challenge, but we also love to have fun while doing it. We get a kick out of what we do and celebrate our achievements and our failures.

Perks:

Next to a competitive salary (base and commission), we offer:

• Flexible holiday policy.

• International get togethers (We were in Portugal in October!).

• The best people to work with!

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