Are you ready to dive into the world of a startup on the brink of scaling? At Zapfloor, we have successfully built a solid customer base and are in the process of international expansion. We're looking for a Customer Success Manager with the ability to get into the minds and hearts of our customers, helping them to adopt Zapfloor successfully.
You'll be the single point of contact for our customers throughout their entire Zapfloor journey, from preparing their onboarding to a successful launch, providing support, and continuously exploring opportunities to expand their Zapfloor footprint. You’ll be working within the Customer Success team and interact regularly with the Product and Sales teams.
In addition, you will have the opportunity to help refine the Customer Success approach and contribute to the future of how the company operates.
If you're ready for a challenging yet rewarding role where you can make a direct impact, we'd love to hear from you!
You'll be the single point of contact for our customers throughout their entire Zapfloor journey, from preparing their onboarding to a successful launch, providing support, and continuously exploring opportunities to expand their Zapfloor footprint. You’ll be working within the Customer Success team and interact regularly with the Product and Sales teams.
In addition, you will have the opportunity to help refine the Customer Success approach and contribute to the future of how the company operates.
If you're ready for a challenging yet rewarding role where you can make a direct impact, we'd love to hear from you!
Our team
A positive mindset
Our team shares an upbeat and positive attitude where every idea is welcome.
We are generous
We empower each other to improve and see opportunities to grow and learn.
Our team has big ideas
The opportunities are in front of us, they’re massive and will require big & bold thinking.
Core responsibilities
Customer onboarding & adoptation
Guide customers after sale through onboarding and product adoption
Train users and help them become proficient with Zapfloor
Provide best practices and ensure customers achieve expected outcomes
Customer relationship management
Build and maintain strong relationships with clients
Act as the trusted advisor for customers, aligning product use with their goals
Retention & growth
Monitor usage and engagement to proactively prevent churn
Identify opportunities to upsell, renew, or expand accounts
Track customer health metrics and recommend actions to increase value
Support & problem resolution
Be a first point of contact for customer questions and product issues
Collaborate with internal teams (support, product, sales, engineering) to resolve problems and improve the platform
Voice of the customer
Gather and share customer feedback with Product and Engineering to help shape improvements and roadmap priorities
Reporting and insights
Track and report on success metrics (retention, adoption, churn)
Deliver customer success insights internally to inform Customer Success Initiatives
Skills & qualifications
Core skills
Ability to lead training sessions and workshops
Strong communication and relationship-builing skills
Customer-centric mindset with empathy for user needs
Problem-solving and analytical ability
Comfort working cross-functionally with Sales, Product, and Support
English is amust. Dutch, French, German, or other languages are a plus.
Experience
Typically 2-5 years experience in Customer Success, Account Management, or a related function in SaaS or B2B software
This is a hybrid role which will allow you to work from home. We have 1 or 2 office days per week.
Our office is located in the heart of Antwerp, at walking distance from the central train station.
What you will be offered
Remuneration in line with industry standards and your experience
Opportunity to work with a highly skilled and experienced technical team
Choose your favourite zapfloor enabled devices
Minimum 26 holidays per year
Team events & Friday drinks (in Antwerp)
Opportunity to attend conferences across the world
