Customer Success Manager

Do you want to be part of the UBench game, fasten your seatbelt and join the race! 
 
UBench International is a young and innovative player in the world of automotive. Located in the charming capital of the Kempen: Turnhout (hooray, no traffic jams!), we focus on the continuous improvement of our specialized software. We aim for a very high quality standard and together with the team we build a fantastic working environment. We all live in a digital world where we have no time to lose. Everything is available 24/7 with just one click on your screen. Through a digital ecosystem, the UBench platform connects every partner in the automotive community: repairers, experts, insurers, fleet owners and leasing companies,... 
 
We offer a nice job where creativity and quality are the standard. We are currently expanding our team with a dedicated and enthusiastic: 

As a Customer Success Manager, you will be responsible for managing and retaining a portfolio of clients by ensuring their satisfaction with our claims management software. You will be the primary point of contact for these clients and will work closely with them to understand their needs and ensure that they are getting the most value from our software. You will also be responsible for identifying up-sell and cross-sell opportunities and working with our sales team to close these deals. 

Key responsibilities: 

• Establish and maintain strong relationships with key stakeholders within customer organizations, including executives, decision-makers, and end-users.  
• As the customer’s primary point of contact, act as a trusted advisor and ensure that customers not only use the products and services offered by UBench effectively but also achieve their desired outcomes, fostering long-term satisfaction and loyalty.
• Conduct regular check-ins with clients to ensure satisfaction and identify areas for improvement. 
• Proactively identify opportunities for upselling or cross-selling additional products or services to existing customers. Work to renew customer contracts and expand the relationship over time. 
• Guide customers through the onboarding process, ensuring a smooth and successful implementation process. Drive adoption and usage to maximize the value customers receive. 

• Serve as the escalation point for customer issues, working closely with internal teams to address and resolve challenges in a timely manner. Advocate for customers internally to ensure their needs are met. 
• Gather feedback from customers to understand their needs, preferences, and pain points. Use insights gained to inform product development, improve processes, and drive customer satisfaction. 
• Collaboration with product development to ensure smooth delivery of the requested works 
• Provide ongoing training and education to customers to ensure an optimal leverage of the product capabilities and services. Develop and deliver materials such as webinars, documentation, and training sessions. 
• Track and analyze key metrics related to customer success, such as adoption, retention, and customer satisfaction. Prepare regular reports for internal stakeholders to communicate progress and identify areas for improvement. 

• Minimum bachelor's degree in economics, IT, Business, or a related field 
• +3 years of experience (you know how sales cycles look like) in customer success or account management in a B2B SaaS or B2B services  
• Experience working with leasing or insurance companies and good understanding of automotive sector is a plus 
• Excellent communication and interpersonal skills 
• Ability to work independently and as part of a team 
• Fluent in English and Dutch
• French and/or Spanish is a plus 

• Having impact in a quickly growing team, shaping the future of the company 
• Build up a modern organization in a fast-paced environment 
• Stable funding situation with backing of a global corporate 
• Full-time employment with a competitive salary 
• Hybrid work arrangements and flexible working hours
• Company laptop and mobile phone 
• Company car and fuel card or mobility budget
• Comprehensive health and life insurance 
• Meal vouchers, ecocheques, ...