Senior Manager, Customer Success

Job Summary

We are looking for a Senior Manager to own and scale our entire post-sale customer experience. This is a hands-on leadership role for someone who thrives in complex B2B services, enjoys building systems from scratch, and can balance strategic thinking with day-to-day execution. You will be accountable for onboarding, retention, renewals, support operations, expansion, and customer advocacy, while also building and leading a high-performing Customer Success team. The environment is fast-moving, ambiguous, and high-ownership, ideal for a professional who likes to build, refine, and scale.

Role mix: ~70% hands-on execution, ~30% people management and leadership.

Responsibilities

Customer Lifecycle Ownership

• Own the full post-sale customer lifecycle, from onboarding and time-to-first-value through retention and renewals.
• Ensure clear, enforceable client expectations (scope, SLAs, responsibilities) are defined, agreed, and signed before service start.
• Drive retention and churn reduction through health scoring, early risk detection, and structured save plays.
• Own renewals management, ensuring predictable outcomes and value-based renewal conversations.

Onboarding, Education & Enablement

• Build and own a standardized onboarding system, segmented by client type, complexity, and risk.
• Create and maintain client guides, documentation, and educational content to reduce support load and minimize unnecessary CSM involvement.
• Continuously improve onboarding and education based on customer feedback and operational data.

Support & Operations

• Own support operations and SLA performance, including: ticket routing and prioritization, escalation management, backlog control, quality assurance (QA), process improvement and documentation.
• Establish strong operational processes through playbooks, SOPs, dashboards, and reporting.

Growth, Expansion & Voice of Customer

• Build and own a systematic upsell and expansion engine within Customer Success, ensuring value-based growth without over-promising or delivery conflicts.
• Own Voice of Customer, translating structured feedback into prioritized product, service, and process improvements.
• Partner closely with Product, Sales, Legal, Compliance, and Operations to align customer needs with delivery.

Tooling & Reporting

• Build and operate CS tooling and reporting (CRM, ticketing/chat systems, dashboards, automation).
• Ensure transparency, data-driven decision-making, and reduced manual work across the CS function.

Team Leadership & Scaling

• Lead and scale the Customer Success team, including: goal-setting and performance management, regular 1:1s and coaching, capacity planning and workload balancing, hiring and onboarding new team members, skills development and career progression

Requirements

• 5+ years in B2B Customer Success, Account Management, Project Management or Client Operations. Experience at Big4 or a strong background in accounting would be a significant advantage.
• 1-3+ years of team leadership, or clear ownership of leadership responsibilities even in a small team.
• Practical experience with AI tools and automation, with the ability to apply them to improve processes.
• Proven experience with: retention and renewals management, upsells, expansion playbooks and value-based customer conversations.
• Operational management: SLA management, QA, dashboards, playbooks.
• Strong ability to build client guides and educational materials, with clear, structured writing and continuous updates.
• Excellent stakeholder management and escalation handling skills.
• Comfortable operating in a startup pace: ambiguity, fast iteration, high ownership.
• Tooling fluency: CRM, ticketing/chat tools, reporting.
• Fluent in French and English (written and spoken).

Nice to Have

• Exposure to Luxembourg environments in corporate services, fiduciary, TCSP, regulated fintech, or accounting.
• Experience building Customer Success from scratch, including segmentation, health scoring, renewal motions, and knowledge bases.
• Prior work in multi-stakeholder delivery environments involving legal, compliance, accounting, and product teams.

Benefits and Compensation

• Competitive salary based on your experience and level of impact.
• Opportunities for professional and personal growth in an ambitious, entrepreneurial environment.
• Strong product and execution culture, supported by innovative tools, AI, and automation.
• Fast-moving environment with minimal bureaucracy.
• Flexible working hours built around trust and results.
• A rare opportunity to help build and scale a startup from scratch, with real ownership from day one.

Company culture and values

At EasyBiz, we’re a tech company using AI and automation to crush bureaucracy for SMEs. Our mission is simple: to make business setup and management effortless so entrepreneurs can focus on creating value instead of drowning in paperwork.

We’re building for impact and profit, dominating Central Europe with lean, automated solutions that scale. That means we move fast, cut inefficiency, and measure ourselves by outcomes, not excuses.

Learn more at https://easybiz.lu/