Head of Customer Success - Mobility & Energy - Brussels, Belgium

Introduction

Our partner is a growing technology-driven company active in mobility and energy, combining digital solutions with services around electric mobility, smart charging and energy management.

As the business enters its next phase of growth, we are looking for a Head of Customer Success to shape and lead the customer experience across its growing portfolio of solutions. This is a strategic and hands-on leadership role with ownership of the entire post-sales journey, from onboarding and service delivery to retention, expansion and long-term customer value.

Experience, qualification, and soft skills, have you got everything required to succeed in this opportunity Find out below.

Your Responsibilities

• Define and execute the Customer Success strategy, building scalable customer lifecycle, segmentation and success models that support retention, growth and profitability.
• Own the entire post-sales customer journey, from onboarding through renewal and expansion, ensuring a consistent and high-quality experience across Customer Success, Customer Care, Support and Account Management.
• Drive customer retention and portfolio growth by monitoring customer health, managing churn risks and identifying opportunities for renewals, upselling, cross-selling and account expansion.
• Lead, coach and further develop the customer-facing organisation, building strong teams and fostering a culture of customer centricity, accountability and continuous improvement.
• Personally manage relationships with key strategic customers and partners, leading major business reviews, negotiations and renewals and stepping in on critical escalations when needed.
• Continuously improve Customer Care and Support operations by defining service standards, tracking performance and identifying opportunities for automation, digitalisation and AI.
• Act as the voice of the customer across the organisation, working closely with Sales, Product, Operations, Finance and Marketing to translate customer feedback into better products, services and processes.
• Define and monitor key Customer Success metrics, including retention, churn, NRR, customer satisfaction, customer lifetime value and service performance, using customer data to drive decisions and business results.

Your Profile

• You hold a Master’s degree in Business, Engineering or a related field.
• You bring 7+ years of experience in Customer Success, Account Management or Customer Care, including at least 3 years leading high-performing teams.
• You have a proven track record of improving customer retention, satisfaction and portfolio growth, with experience building or scaling customer-facing operations.
• You combine strategic thinking with a hands-on understanding of customer lifecycle management, service operations and Customer Success methodologies.
• You are a strong people leader and communicator, comfortable managing teams as well as senior internal and external stakeholders.
• You are data-driven and comfortable working with Customer Success platforms, CRM systems, dashboards and performance metrics.
• Experience within SaaS, technology, mobility, energy or a subscription-based business is a strong advantage.
• You are fluent in Dutch and French, with a strong command of English.

What’s in it for you?

• A key leadership position with real visibility, autonomy and influence over how the customer organisation is built and developed.
• The opportunity to shape the Customer Success strategy of a growing business operating at the intersection of mobility, energy and technology.
• Broad ownership across customer experience, team development, retention, portfolio growth and operational performance.
• A fast-moving environment where you can combine strategic leadership with hands-on impact.
• A collaborative working environment focused on customer value, innovation and continuous improvement.
• A freelance assignment, with an attractive rate and the flexibility that comes with working independently. xlxgzvr

Conclusion

Ready to take ownership of a growing customer organisation and shape how Customer Success contributes to retention, growth and long-term customer value?

We’d love to hear from you.