Description
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
