Customer Success Manager – E‑commerce (Belgium)

About the role

We are seeking a proactive Customer Success professional to own the end‑to‑end customer journey for our fast‑growing e‑commerce business in Belgium. You will act as a strategic partner across sales, logistics and service teams, ensuring high satisfaction, retention and operational excellence.

Key responsibilities

• Develop and manage a scalable customer experience strategy, defining KPIs and workflows aligned with growth objectives.
• Lead, mentor and coordinate distributed support, after‑sales and service teams.
• Support consultative sales through email, SMS, social media and other digital channels.
• Oversee quote generation, invoicing and order coordination using Shopify and QuickBooks.
• Manage onboarding, equipment setup and communication with technical installation partners.
• Handle inquiries on product usage, logistics, damages, returns and service coordination.
• Collaborate with logistics to resolve delivery and return issues efficiently.
• Identify bottlenecks and implement process improvements and automation.

Required profile

• Minimum 5 years experience in customer success, operations or client‑facing roles.
• At least 2 years of leadership or team‑management experience.
• Strong background in e‑commerce operations and customer lifecycle management.
• Excellent written and verbal communication with high attention to detail.
• Analytical, problem‑solving mindset with a customer‑centric approach.

Required skills

• Shopify
• QuickBooks