About the Company
Leexi is an AI Notetaker & B2B conversational intelligence SaaS.
Awards
- Winner award for best AI company in Belgium 2025,
- ISA 2025 innovation Belgian award
- l'étincelle d'argent innovation award 2026, France.
Certifications
- ISO 27001 certification,
- EU AI Act compliance,
- Data sovereignty in Europe.
Location: Brussels , avenue Herrmann Debroux 2, 1160 Auderghem
Contract Type : Permanent of freelance
Work Schedule : Full-time Office-based - 1day/week remote
Start date: As soon as possible
Objective:
Take operational and strategic responsibility for the Customer Success team to standardize processes, reduce churn, structure partnerships, and develop upsell. hands-on: define priorities together, launch actions, and coach the team of 8-10 people until industrialization.
Reporting:
Reports to the COO. Works in close coordination with Matthieu (COO) and Augustin (Co-head of CSM).
You will be the owner of the topics listed below.
Key Responsibilities :
Process Standardization & Skill Development
- Standardize rituals and processes: stand-ups, 1:1s, health checks, pipeline cleaning, inbox zero.
- Define and manage essential CS KPIs (churn, NPS, activation, TTR, usage).
- Industrialize CRM automations (Pipedrive) and telephony integration (Cloudtalk).
- Organize the training plan in collaboration with Matthieu (onboarding, playbooks, certifications).
Churn & Downsell Reduction (End-to-End)
- Implement churn tracking in Pipedrive and automated email follow-up.
- Structure activation, implementation, and product adoption actions (day 1 → TTV).
- Deploy a “happiness” measurement system (NPS / CSAT) and remediation process.
Partnerships & Partner Onboarding
- Industrialize the partner onboarding journey (process, payments, enablement).
- Create a framework to identify and activate lead-generating partners.
- Set up operational tracking and partner KPIs.
Upsell & Expansion (KAM Coordination)
- Structure upsell offers (self-serve, upselling clients, existing clients).
- Define playbooks and cadence for KAMs / CSMs to increase expansion revenue.
- Build a process to identify upsell opportunities based on usage and health signals.
Customer Support & Tools
- Audit and recommend support stack (Freshdesk / alternatives), ticket workflows, and SLAs.
- Implement automated reporting (RAG dashboards, use cases, resolution times).
- Integrate support/CS with product and sales for product feedback and prioritization.
Required Profile (Essential)
- 5+ years in Customer Success / Customer Operations within a SaaS, ideally scale-up environment.
- Proven experience in churn reduction, onboarding/activation, implementing CS playbooks, and upsell programs.
- Highly hands-on: proficient with Pipedrive (or similar CRM), support tools (Freshdesk/Helpdesk), and telephony integrations (Cloudtalk).
- Ability to structure KPIs/dashboards and coach a team.
- Pragmatic mindset, execution-oriented, and focused on continuous improvement.
- Fluent in French and professional proficiency in English.