Careers cover image

Job description

  • Role: Customer Experience Manager
  • Scope: The entire customer base of our Teamleader Focus product.
  • Location: Ghent, BE or Amsterdam, NL
  • Timing: asap

Who are we and why should you care?

Teamleader is a SaaS scale-up founded in 2012 in Ghent, Belgium. With Teamleader Focus we simplify work for small businesses by offering an all-in-one solution for CRM, project management and invoicing. Teamleader Orbit, acquired in 2019, focuses on helping medium-sized agencies thrive. By joining forces, we became the logical choice for any European business, big or small, that aims to automate and simplify work.

Customer Success is the foundation of our own success: we cannot exist unless our customers receive great value from our product. Everything we do, evolves around customer centricity. It is (y)our goal to help entrepreneurs work smarter with our all-in-one tool.

Who are you and why should we care?

You care about entrepreneurs, what they do and how they can get the most value out of a SaaS tool. You breathe customer centricity and know what that really means in a volume-based business. You are a strategic thinker and can easily translate growth aspirations into scalable activities. You have a good understanding of the Customer Success field, its evolution, trends and thought leadership. You are a leader and you are not afraid of holding other people accountable. You get excited when you can make an impact and you’re a people manager who loves to coach colleagues to the best of their ability.


What you’ll be doing:

As a customer experience manager and teamlead of the 1-Many team, you are responsible for the customer journey of our Teamleader Focus customers from the moment they become paying customers. You are the owner of the experience in that journey and all the work that focuses on scale and enablement under 1-Many. You are the customer experience police so to say, which means that:


  • You know the customer, its pains, needs, worries, and happy moments.

  • You create a customer journey map and use it to continuously review the customer journey for areas of improvement

  • You have an overview of all touchpoints and communications throughout the entire customer journey and create programs to improve on them

  • You align the tone of voice and style of customer communication

  • You internalize the voice of the customer by collecting customer feedback and report on it

  • You are the go to person for everything customer related (customer communication, events, product changes…)

  • You are the head of a team that takes dedicated ownership for all the work that focuses on scale and enablement under 1-Many.

  • You coach that team in providing the most appropriate service to customers in different tiers.

  • You help your team to understand team and company goals, targets and metrics.

  • You define, track and create insights in operational metrics.

  • You create a mutually beneficial partnership with Teamleader, your colleagues and your customers.

  • You are a part of the (CS) leadership team and the link between Marketing, Sales, P&E and other departments.

Why others chose Teamleader: we're lively, not corporate

We have the energy and boldness of a start-up and the expertise and pragmatism of a scale-up. The result: a team of both young and seasoned professionals led by supportive and approachable managers who give recognition and rewards for hard work. You’ll be working in a fast-paced tech environment with open feedback culture and room for initiatives and ideas. On top of that, you’ll get: 

  • A liberal training budget to spend as you choose.
  • A hybrid working model, a pleasant mix of office work and home working. Find out more here.
  • A personal tooling budget, to make working from home as comfortable as it is in our offices.
  • Daily budget-friendly in-house prepared lunch and dinner options, as well as Free Food Fridays and Cava Fridays.
  • Competitive and market-conform salary and compensation and benefits, including company car or other mobility options (electrical step, bike,...) 
  • Our long-lasting dedication to employee wellbeing, just take a look at our career page and Instagram to see how we keep the Team(leader)-spirit going.

We value diversity

Our ambition is to build and sell a product that helps everyone everywhere (starting with Europe) to work smarter, so we want our team to reflect that. We believe that a diverse, inclusive working environment is crucial to realise that ambition, so we’re committed to continue to build and cherish a culture where every colleague feels welcome, appreciated and heard.

Requirements

Sounds like you? You’d be a great fit if you: 

  • Strongly believe in technology and have affinity with cloud-based applications
  • Have at least 2 years of experience in customer service, customer success, community mgmt, customer marketing, customer experience or related roles, preferably in a SaaS environment
  • Are a self-starter with an intrapreneur mindset
  • Embrace change and always keep a positive attitude
  • Have at least 1 year of experience leading and managing people
  • Are fluent in English. Dutch and/or French is a plus

Application form

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Meet the team

  • Branding Photography Meet The Team Website11
    Customer Support

    Stéphanie Masy

  • Branding Photography Meet The Team Website17
    Customer Support

    Gudrun Van Durme

  • Branding Photography Meet The Team Website10
    Customer Onboarding Manager

    Ophelia De Coen

  • Meet The Team John Doe
    Customer Support

    Massimiliano Greghini

  • Branding Photography Meet The Team Website9
    Operations Engineer

    Thomas Vermeulen

  • Branding Photography Meet The Team Website5
    Customer Support

    Henk de Blauw

  • Branding Photography Meet The Team Website3
    Customer Support

    Lander De Koster

  • Meet The Team Jane Doe
    Customer Onboarding Manager

    Hannelore De Swaef

  • Meet The Team Jane Doe
    Customer Onboarding Manager

    Jenna Vogel

  • Branding Photography Meet The Team Website15
    Customer Support

    Tom Van Hoecke

  • Branding Photography Meet The Team Website
    Customer Onboarding Manager

    Athénaïs Sollami

  • Branding Photography Meet The Team Website16
    Customer Support

    Eline De Bruyne

  • Meet The Team John Doe
    Customer Onboarding Manager

    Maurice Meloen

  • Branding Photography Meet The Team Website14
    Customer Support

    Hanne Vandekerckhove

  • Branding Photography Meet The Team Website36
    Customer Success Manager

    Ginger Boomsma

  • Branding Photography Meet The Team Website3
    Customer Onboarding Manager

    Tilo Denys

  • Branding Photography Meet The Team Website13
    Customer Support

    Emma Duron

  • Branding Photography Meet The Team Website23
    Customer Support

    Alessio Macaluso

  • Meet The Team John Doe
    Operations Engineer

    Kevin Ryckaert

  • Meet The Team Jane Doe
    Customer Support Agent / Customer Success Manager

    Luisa Rivas

  • Meet The Team Shots Website 00011 1
    Customer Support

    Heleen Vandevoorde

  • Meet The Team Shots Website 13
    Manager CXP / 1-Many

    Charlotte Pauwels

  • Meet The Team Shots Website 00001
    Customer Onboarding Manager

    Amber van de Walle

  • Meet The Team Shots Website 5
    Chief Customer Success

    Stijn Van Loo

  • Alejandra Gerard
    Customer Success Manager

    Alejandra Gerard

  • Elisabeth Demeyere
    Customer Success Manager

    Elisabeth Demeyere

  • Pieter De Geyndt
    Customer Success Manager

    Pieter De Geyndt

  • Nele De Pauw
    CS Ops & Communication

    Nele De Pauw

  • Branding Photography Meet The Team Website3
    Customer Success Manager

    Stefanie Adams

  • Sirarpi Vardanian
    Customer Success Manager

    Sirarpi Vardanian

  • Simona Primerano
    Customer Support Agent / Customer Success Manager

    Simona Primerano

  • Benedikte Von Achen
    Customer Support Agent

    Benedikte Von Achen

  • Sophie Decloux
    Customer Success Manager

    Sophie Decloux

  • Marie Van Daele
    Support Engineer

    Marie Van Daele

  • Nathan Van Coillie
    Customer Support Agent

    Nathan Van Coillie

  • Annelies Boonants
    Customer Support Coordinator

    Annelies Boonants

  • Cynthia Tacq
    Manager Customer Support

    Cynthia Tacq

  • Eline Grootaert
    Product Knowledge Manager

    Eline Grootaert

  • Kenny Aerts
    Support Engineer

    Kenny Aerts

  • Rocio Bracero
    Manager Customer Success Management

    Rocio Bracero

  • Kenneth Van Assche
    Onboarding Coordinator

    Kenneth Van Assche

  • Lex Van Nieuwenhuyse
    Customer Onboarding Manager

    Lex Van Nieuwenhuyse

  • Melanie Van Brussel
    Customer Onboarding Manager

    Melanie Van Brussel

  • Samuel Van Daele
    Customer Onboarding Manager

    Samuel Van Daele

  • Meet The Team Shots Website 00003 1
    Customer Education & Marketing

    Dries De Porre

  • Lies Rotthier
    Head of Customer Success

    Lies Rotthier