Customer Success Manager

I'm currently working with a multinational cyber security company based in Brussels looking to add to their growing team with a new experienced Customer Success Manager.

About The Role

The Customer Success Manager (CSM) is accountable for the post‑sale customer journey—from onboarding through adoption, value realization and expansion. You will orchestrate cross‑functional resources to ensure customers achieve measurable outcomes, drive product consumption, and grow with our platform.

It's important in this role that someone has strong technical knowledge of Cybersecurity solutions and is confident enough to consult clients on the best solutions.

Key Responsibilities

• Onboarding & Time‑to‑Value: Lead internal handover; run customer kickoff; establish objectives, success criteria, risks, and roles; accelerate first value.
• Adoption & Outcome Delivery: Guide to technical best‐practice deployment; run proactive health checks; remove blockers; increase feature adoption and consumption.
• Success Planning: Build and maintain a customer Success Plan, keeping progress visible in our CSM Platform.
• Customer Value Reviews: Conduct data‑driven usage reviews and executive value reviews that tie the platform to business outcomes; translate insights into expansion recommendations.
• Advocacy & Escalation Management: Act as the customer’s internal advocate; coordinate Sales, Professional Services, Support, Product, and Operations to resolve issues quickly.
• Expansion: Identify growth opportunities from proven adoption and current platform security gaps
• Churn Prevention: Identify and proactively manage High Risk accounts in a timely manner to minimize future churn.
• Partner Collaboration (where applicable): Synchronize with partners on services delivered and onboarding/adoption motions.
• Documentation & Communications: Keep meeting notes, actions, risks, and decisions current in our CS Tool; streamline updates with wider account teams

You Have - Qualifications

• Experience: 3+ years in Customer Success, Services, Systems Sales Engineer, or Support within enterprise software/cybersecurity; proven track record driving adoption and outcomes.
• Languages: Fluency in Dutch, French & English
• Technical foundation: Strong technical foundation preferably in the cyber security space with familiarity in deploying and/or migrating from on Prem to SaaS environments a bonus. Experience and deep understanding of networking, operating systems, security concepts (EDR/XDR), troubleshooting; industry certifications a plus.
• Commercial & Analytical: Comfortable with consumption and value metrics; able to craft data‑backed recommendations for expansion.
• Communication: Excellent written/verbal skills; capable of facilitating executive sessions and mediating under pressure.
• Tools: Experience with Customer Success platforms (e.g., Planhat/Gainsight), CRM, collaboration tools (Teams)
• AI fluency-the ability to understand, apply, and leverage AI tools and insights to enhance customer engagement. CSMs will partner with AI-driven systems to personalize experiences, predict churn, and recommend next-best actions, ensuring scalable and proactive customer success.

You Are - Behaviors & Competencies-

• Customer-Centric & Relationship-Oriented: Builds trust and strong partnerships with key stakeholders while advocating for customer success.
• Ownership Mindset: Balances customer advocacy with commercial objectives and thrives in evolving business conditions.
• Resilient, Proactive & Adaptable: Tenacious and highly motivated, able to manage priorities autonomously under tight deadlines in dynamic environments.
• Independent & Organized: Works effectively on their own while maintaining meticulous records and detailed tracking throughout engagements.
• Collaborative Influencer: Skilled at cross-functional teamwork and influencing outcomes across diverse teams.
• Exceptional Communicator: Strong written and verbal skills; adept at negotiation, mediation, and leading discussions under pressure, including during critical outages.
• Critical Thinker with Situational Awareness: Navigates complex enterprises, anticipates challenges, and drives solutions.
• Can-do attitude! I'm looking for candidates passionate about their work and the cyber industry just as much as the experience you bring – a strong team and work ethic are paramount for success!

Apply or reach out for more information!