Job Application Form

About the Role

The Head of Customer Success leads a multidisciplinary team responsible for delivering an exceptional experience to Mbrella's SME and Enterprise clients. As a senior individual contributor and people manager, you sit at the intersection of client success, product intelligence, and operational excellence.

Team Structure

• SME Customer Success Managers
• Enterprise Customer Success Managers
• Care team (chat support)
• Team size: ~9 people

Key Responsibilities

Client Portfolio Management

• Own and manage a portfolio of Enterprise clients
• Drive client onboarding, adoption, and long-term retention
• Serve as the senior escalation point for complex or strategic accounts

Project Management

• Lead and follow up on client projects from kick-off to go-live
• Coordinate cross-functional stakeholders (Sales, Product, Tech) to ensure delivery
• Track project status, risks, and action items with rigour

Product & Client Feedback Loop

• Collect, synthesise and prioritise client feedback into structured, actionable product insights
• Act as the voice of the customer in internal product and roadmap discussions
• Collaborate closely with the Product team to influence the roadmap based on real usage patterns

People Management

• Manage, coach and develop a team of ~9 CS and Care profiles
• Run performance reviews, set objectives and support team growth
• Foster a culture of accountability, autonomy and client obsession

Process & Operational Excellence

• Identify and eliminate manual, repetitive tasks through automation or tooling improvements
• Optimise the end-to-end customer journey — from onboarding to renewal
• Maintain and improve internal documentation, playbooks and CS tooling

Cross-functional Collaboration

• Active member of the management team
• Work closely with Sales on handovers, upsell opportunities and pipeline visibility
• Partner with Tech on product issues, integrations and client-specific configurations

Tools & Systems

• CRM (e.g. HubSpot) — pipeline and account management
• Support platform (e.g. Intercom) — client communications and care ticketing
• Project tracking (e.g. Linear, Notion) — task management and documentation
• Back-end admin platform — account configuration and troubleshooting
• Invoicing tool — billing follow-up and client invoice management

Ideal Profile

• 5+ years of experience in Customer Success, Account Management or Operations, ideally in a B2B SaaS environment
• Proven experience managing a team
• Strong project management skills — structured, autonomous, able to handle multiple accounts simultaneously
• Ability to translate client needs into clear product requirements
• Comfortable operating in a fast-moving, scaling environment
• Data-driven mindset with strong analytical and communication skills

Languages

• Fluent in English — required
• French and/or Dutch — a strong asset