Customer Success Manager

Mission Overview:

Keystone Solutions is seeking a Customer Success Manager for a consultancy mission at a client site. In this role, you will lead a multidisciplinary team responsible for delivering an exceptional experience to our client's SME and Enterprise clients. As a senior individual contributor and people manager, you will sit at the intersection of client success, product intelligence, and operational excellence.

Key Responsibilities:

• Client Portfolio Management: Own and manage a portfolio of Enterprise clients, drive client onboarding, adoption, and long-term retention, and 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, and 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, and collaborate closely with the Product team to influence the roadmap based on real usage patterns.
• People Management: Manage, coach and develop a team of approximately 9 Customer Success and Care profiles, run performance reviews, set objectives and support team growth, and 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, and maintain and improve internal documentation, playbooks and Customer Success tooling.
• Cross-functional Collaboration: Be an active member of the management team, work closely with Sales on handovers, upsell opportunities and pipeline visibility, and 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

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.

Duration: As soon as possible - 25/08/2026 2 months • (full time)

Skills required:

• Account consolidation - Level: Expert - Most recent: Any time
• Business Process Management - Level: Expert - Most recent: Any time
• Portfolio Management - Level: Expert - Most recent: Any time

Language requirements:

Fluent in English — required
French and/or Dutch — a strong asset
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Job specifications
Head_of_CS_Job_Description.docx