Principal Customer Success Manager

Our Customer Success team plays a crucial role in ensuring our customers get the most value possible out of TechWolf's innovative platform. We are on the lookout for a skilled Customer Success professional to join as one of the founding members of this team. Our Customer Success team acts as the trusted advisors and internal advocates of our customers representing their voice towards internal teams.

What you'll do

Customer Success Managers run targeted engagements to help customers derive maximum value from their skills data, leading to project success, retention, and renewal. You will thrive in this role if you are a natural relationship- and business builder, with a keen sense of detail and passion for driving towards actual business impact.

• Trusted advisor: You'll be the trusted advisor for our largest accounts. You'll be their main point of contact and ensure you understand the problems they are trying to solve, the outcomes they want to achieve with TechWolf and will help them drive and communicate the value internally.


• Skill Based Organisation Architect: Help customers define and follow a path to becoming a skill-based organisation using our product, and help them create value with skill data. You'll be a key contributor in their transformation to a skills-based way of working.


• Cross-functional collaboration: Collaborate with sales, product and the solutions team to support the customer in identifying their needs and guide them towards value.


• Customer Advocacy: Foster long-term C-level relationships and drive executive engagement, becoming the voice of the customer within TechWolf. This includes gathering customer feedback, advocating for customer needs internally, and proactively addressing any issues or concerns.


• CS Pioneer: Be among the first members of the Customer Success team and help define how we approach customer success at TechWolf and track, monitor and improve customer health.
  
  You spent at least 5 years in a Customer Success Manager role managing large enterprise SaaS accounts.


• You have a background in B2B or B2C SaaS.


• You have a strong ability to build and maintain strong C-level relationships and drive executive engagement.


• You have experience driving adoption and identifying/remediating risk with the goal to drive renewal, cross sell and upsell.


• You have experience collaborating with enterprise customers to build and execute customer success plans.


• You're consultative, with the ability to uncover customer pain-points and apply internal resources to provide solutions.


• You have strong interpersonal skills, with the ability to positively influence internal and external stakeholders and to build and maintain strong customer relationships.


• You're flexible and nimble with the ability to embrace and leverage change.


• You're curious with a positive mindset and a passion to learn, innovate, and improve.


• You're based in Ghent or London and eager to work from the local office. You're eager to travel to customers frequently (1-2 days a week, on average).
  
  TechWolf is on a mission to make work better and fairer for millions of people by powering the shift from jobs to skills as a framework to model talent. Our enterprise software uses AI to provide the skill data needed to power that transformation.


We provide a unique opportunity to work with an all-star team and cutting-edge product, in a purpose-driven company that aims to empower people to flourish at work. TechWolf is growing fast and you'll join a high-performing international team with a unicorn dream. Are you ready to build a rocket ship with us?