Responsibilities
- Guide new customers from signed contract to first value quickly through structured kickoffs, platform configuration, data integration, and stakeholder alignment.
- Monitor account health with proactive outreach during engagement dips, regular usage reviews, and renewals driven by demonstrated value rather than customer inaction.
- Conduct Quarterly Business Reviews as genuine conversations covering ROI, usage, next steps, and mutual accountability, not slide deck presentations.
- Develop business cases to transition customers from pilot to full deployment.
- Identify expansion opportunities and relay them to Sales, leveraging direct relationship visibility.
- Manage difficult conversations around scope creep, unrealistic timelines, and declined features with clarity and empathy while retaining the customer.
- Create proof points including case studies, references, and customers willing to speak with prospects.
- Track retention and expansion metrics using HubSpot dashboards, maintaining awareness of NRR, GRR, and CSAT without needing to reference files.
- Help shape the customer success practice as the organization grows.
Work Arrangement
Hybrid — Antwerp
What this role is not
It is not back-office data support. You will own a book of enterprise accounts end to end — onboarding, adoption, renewal, expansion — and you'll carry those numbers personally. You'll sit with a customer's energy manager and their CFO in the same afternoon. Customer Success here is a revenue function, and the commercial upside of your accounts is yours, not someone else's.
The three things we're hiring for
We're looking for one of these already strong, and clear talent in the other two. Nobody arrives excellent at all three, and we're not pretending otherwise. 1. Technical affinity — and energy literacy. 2. Project management. 3. Product championing.
An honest note on what you're walking into
Some things are in place: HubSpot, a working onboarding motion, existing customer materials, and a product team that ships fast. Other things aren't. Our CS practice is young, and you'll be rebuilding parts of the playbook while you're running it. You should also know that you'd be inheriting real work rather than a clean slate. We've grown quickly while simultaneously shipping a major new version of the platform, which means a handful of onboardings have been waiting on capacity and some accounts haven't had the depth of attention they deserve. Clearing that is a large part of why this role exists. If that sounds like a mess, it isn't the job for you. If it sounds like an obvious set of wins sitting there unclaimed, we should talk.
Other
- Fluent English plus at least one of Dutch, German, French or Spanish (Dutch is strong advantage for Belgian portfolio)
- Office-first: minimum three days a week in the office but flexibility to work from home
- Genuine comfort with pace and ambiguity
