Client Success Team Lead - B2B SaaS

Join EyeQuestion Software as a Client Success Team Lead and play a key role in ensuring an outstanding experience for our global clients. In this position, you will combine leadership with operational excellence, guiding the Client Success team while maintaining high service standards across all client interactions.

Our clients, including leading FMCG companies such as Nestlé, Heineken, and Philips, rely on our Sensory and Consumer Research platform to guide Research & Development and ensure product quality. You will ensure that their experience with EyeQuestion is seamless, efficient, and consistently high quality.

What You Will Do

Lead and Support the Client Success Team

Manage and coach the team, ensuring clear priorities, strong collaboration, and continuous professional development.

Oversee Ticket Management and Service Quality

Monitor incoming support tickets, ensure timely responses, and maintain high standards in handling all client requests.

Act as an Escalation Point

Manage client expectations professionally, especially in complex or time-sensitive situations, serving as a trusted point of contact.

Monitor and Track Overall Client Happiness

Proactively measure, analyse, and report on client satisfaction. Identify trends, flag risks early, and champion initiatives to elevate the client experience.

Manage SLA Performance and Reporting

Monitor and improve key support metrics such as response times, resolution times, and client satisfaction scores.

Identify Upsell Opportunities

Proactively recognise opportunities where additional products, features, or services could add value for clients. Collaborate closely with Sales to ensure timely and appropriate follow-up on commercial opportunities.

Client Relationship Management

Travel to client sites and industry events internationally as needed. Build and strengthen relationships with our global client base through on-site visits and face-to-face engagement.

Improve Workflows and Maintain Knowledge Base

Optimise support tools and workflows to ensure efficient, structured handling of client requests. Maintain and improve internal and external knowledge bases to increase consistency and efficiency.

Collaborate Across Teams

Translate client feedback and recurring issues into actionable insights for Product and Development teams. Act as a bridge between Client Success, Product, and Sales to ensure alignment and smooth communication.

Do you have experience in Team management?, Do you have a Bachelor's degree?, * 3 - 5 years' experience in a client-facing role within a SaaS or software environment.

• Bachelor's degree or equivalent level of thinking and working experience.
• Proven experience in team leadership and/or coordination.
• Strong organisational skills and the ability to manage multiple priorities.
• Experience with ticketing systems and SLA management.
• Analytical mindset with experience in reporting and process improvement.
• Demonstrated ability to monitor and track client health metrics and satisfaction scores.
• A track record of identifying and acting on upsell or expansion opportunities in collaboration with Sales.
• Willingness to travel internationally as needed up to 30%.
• Excellent communication skills in English; additional languages are a plus.
• Affinity with software; experience with sensory research software is a plus.
• A proactive and structured way of working, with a strong sense of ownership., * client-facing role in SaaS or software: 3 years (Required)

Language:

• English (Required)

• A dynamic, high-impact role in an innovative and growing SaaS company.
• A collaborative and international working environment with global clients.
• Hybrid work model with flexibility, primarily from our office in Elst (GLD).
• 28 vacation days, pension scheme, and travel allowance.
• International travel opportunities to engage with our global client base.
• The opportunity to make a direct impact on client satisfaction, retention, and growth.
• Competitive salary of €4200 - €5200 monthly.