Customer Success Manager
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Customer Success Manager

Customers  /  Ghent

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As a Customer Success Manager, you are responsible for managing and developing relationships with our customers: local governments, utility companies and project developers. Your goal is to ensure a successful rollout and implementation of Hoplr within a region. Your role is to provide training and support to customers to get them up and running quickly. You will also influence product evolution by translating customer needs into suggestions for new features and improvements.


  • Guiding new customers from A to Z in the onboarding process
  • Building good relationships with your contacts
  • Providing training on the use of Hoplr
  • Helping customers get the most out of Hoplr through different learning channels (site visits, phone, e-mail, ...)
  • Making the translation to our Product team: you pass on feedback you receive from customers so that we can continue to optimise our products
  • Monitoring and stimulating active use of the service dashboard
  • Monitoring customer satisfaction (NPS) and developing strategies to improve it
  • Tracking and monitoring customer accounts and escalating critical customer onboarding issues
  • Taking appropriate actions to retain a customer
  • Making recommendations on how new and existing roles fit into the customer environment, providing best practices and guidance

What we're looking for

  • Proven ability to build and manage customer relationships
  • Language skills in Dutch and French.
    Experience in empathically answering emails or chats
  • You are an advocate for high-quality standards, innovation, and excellent user experience
  • Strong customer success and empathy skills
  • Proactive, self-starting, action-oriented

Our offer

What is Hoplr?

Hoplr is a closed social network that focuses on social interaction between neighbours, and their engagement in the local community. Hoplr is used for exchanging items, organising neighbourhood events, reporting problems or break-ins, finding lost pets, getting to know neighbours, talking about local themes, and much, much more.