Are you passionate about improving customer engagement and satisfaction? Do you want to enhance the customer experience while using digital tools, automation, and self-service resources? If so, we have the perfect opportunity for you!

As a Customer Success Manager at Wooclap, you’ll be at the forefront of transforming our partners’ experiences. You will take the responsibility for a portfolio of hundreds of small businesses and higher education institutions to make them adopting and maximizing the value of our tools.

By leveraging automated communications, self-service resources, and proactive engagement, you’ll ensure a seamless and impactful experience that drives client satisfaction, usage, success, retention and generate new business opportunities.

Responsibilities

Drive Customer Success through Scalable Support (50%)

• Oversee and take responsibility for a portfolio of hundreds of small businesses and higher education institutions.

• Enable partners to implement the tool with minimal touch points by creating user-friendly and effective onboarding.

• Build automated communication workflows for all customer journey that provide targeted support for customers based on their engagement level and product use.

• Regularly analyze performance metrics to understand platform usage and satisfaction, enabling data-driven adjustments to improve retention and adoption.

Create Engaging Digital Content and Resources (30%)

• Develop and maintain a robust self-service knowledge base, including tutorials, articles, and FAQs to streamline partner support and empower them to find solutions independently.

• Develop scalable digital resources, such as video tutorials, product walkthroughs, and playbooks tailored to specific customer personas and needs.

• Conduct monthly trainings to help our users deepen their understanding of our tools, adopt best practices, and maximize their success with our tools.

Maximize Client’s Retention while unlocking Business Opportunities (20%)

• Act as an internal advocate for partners, sharing their needs and feedback with product, technical, marketing and sales teams to drive continuous improvement.

• Understand and anticipate client needs to identify potential upsell and cross-sell opportunities, using digital engagement strategies and insights from usage data.

• Support the commercial process for renewals and expansions, primarily through digital channels and efficient and automatized contract management workflows.

• Recognize and nurture client advocates who can champion Wooclap within their network, leveraging automated outreach and follow-ups.

  📦 Package

  • Location - Brussels

  • Full-time position

  • Compensation commensurate with experience

  • 8€ Meal Vouchers (Pluxee)

  • 100€ Eco Vouchers (Pluxee)

  • Full medical insurance (Alan)

  • Hybrid Working Policy with Homeworking fees

  • MacBook Air and iPhone

  • Mobility Budget

  • Reimbursement of your Phone Subscription up to 50€

  • 10 days extras paid holidays

  • Woocredits (150€/year) to buy learning materials

• Min 2 years of experience in a Customer Success position

• You like to understand the challenges and issues of clients and help them solve them.

• You thrive on building relationships and will employ innovative strategies to identify and capitalize on new business opportunities.

• You are comfortable with technology to help partners use self-service resources and automated communication and support effectively.

• You are recognized for your listening and communication skills, both written and oral. You are able to build a strong bond with people.

• You have good analytical and synthesis skills. You know how to keep things simple.

• You are organised, rigorous and autonomous. You like to take initiatives and test new things while being focused on your priorities.

• You speak French and English fluently (we’re an English-first company)

• You have an entrepreneurial mindset with an internal drive to hit goals and deadlines. You are not afraid of a fast-paced and ever-changing environment.

• You want to join an international team, where you will learn on a daily basis

• ☎️ 30’ Screening interview with Adeline, our Head of Customer Experience

• 📈 90’ Business Case with Adeline and a member of the CX team

• 🤝 30’ Panel interview with your future colleagues

• 🔊 30’ interview with Baudouin, our CEO

• 🎬 30’ Closing interview with Anabela, our Head of People