Customer Success Manager

About the role

As a Customer Success Manager, you help our Belgian customers realize measurable value from Spacewell’s Workplace, Energy, Asset, and Maintenance solutions. You act as a strategic partner for a portfolio of B2B customers, guiding them from onboarding and adoption to value realization, renewal, and expansion across the full Spacewell portfolio.

Using the Winning by Design SPICED framework (Situation, Pain, Impact, Critical event, Decision), you translate customer insights into structured success plans and concrete business outcomes that make buildings smarter, more sustainable, and more efficient.

What you will do

• You will be responsible for the full customer lifecycle of your accounts, with a strong focus on onboarding, value, retention, and expansion.
• Lead and coordinate onboarding and implementation for new customers, defining clear success plans with objectives, milestones, and adoption targets.
• Act as the primary point of contact for your customer portfolio, building strong relationships with both business and technical stakeholders at different levels of the organization.
• Facilitate structured Quarterly Business Reviews (QBRs) using the SPICED framework: review delivered value, quantify Impact, identify Critical events (renewals, audits, ESG deadlines), and align on next Decisions and actions.
• Monitor product usage, health scores, and engagement metrics; proactively identify risks, define remediation plans, and coordinate with Support, Professional Services, Product, and Sales.
• Translate customer goals and operational data into clear business value for operational leaders, finance stakeholders, and C‑level executives.
• Identify and qualify upsell and cross‑sell opportunities (additional modules, sites, services) in collaboration with Sales, always linking them to measurable outcomes for the customer.
• Maintain accurate and structured account data in CRM and Customer Success tools, including SPICED fields, health metrics, forecasting data, and risk indicators.
• Prepare and present structured reports and account reviews summarizing customer health, adoption progress, risks, renewal outlook, and expansion potential.
• Capture and structure product feedback and customer insights, and share them with Product and Marketing to influence roadmap and go‑to‑market improvements.

Who you are

• You are a customer‑centric, data‑driven relationship builder who enjoys working at the intersection of technology, business value, and long‑term partnerships.
• Bachelor’s degree in Engineering, IT, Business, or a related field (or equivalent experience).
• 2–4 years of experience in Customer Success or account management in a B2B SaaS environment.
• Experience in PropTech, facility management, energy management, or building operations is a strong plus.
• Proven track record in driving retention and expansion (e.g. reducing churn, increasing adoption, or growing ARR within existing accounts).
• Familiarity with, or strong interest in, the SPICED framework and other modern customer‑centric methodologies.
• Comfortable working with CRM and Customer Success tools, including health scores and structured account data.
• Strong business acumen and the ability to engage with operational, financial, and executive stakeholders.

You also bring the following competences:

• Customer‑centric mindset: you focus on understanding customer goals, challenges, and impact metrics to ensure long‑term value realization.
• Strategic and consultative approach: you connect customer objectives with broader business value and translate data, dashboards, and workflows into clear recommendations.
• Strong relationship management: you build and maintain trusted partnerships across different organizational levels.
• Analytical and commercial skills: you interpret usage and financial indicators, identify risks and growth opportunities, and recognize expansion potential in a value‑driven way.
• Excellent communication: you communicate clearly in German and English and feel confident facilitating workshops and QBRs.
• Collaboration & ownership: you work cross‑functionally with Sales, Product, Support, and Professional Services and take proactive ownership with a can‑do attitude.

Why join Spacewell

At Spacewell, you will join an international and innovative team that is shaping the future of smart buildings. Our platform connects workplace management, energy optimization, asset management, and maintenance to help organizations create smarter, more sustainable buildings.