Qover

Head of Customer Success

Qover

full-time

Posted on:

Location Type: Hybrid

Location: Brussels • Belgium

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Job Level

Lead

About the role

  • Define and execute the global Customer Success strategy to drive retention, satisfaction (NPS), and account growth.
  • Lead, mentor, and scale the Customer Success team, fostering a culture of proactivity, independence, and customer-centricity.
  • Establish key performance indicators (KPIs) and reporting frameworks to measure team impact and partner health.
  • Build meaningful relationships with senior stakeholders at Qover’s strategic accounts to support our partner’s & Qover’s agenda while deepening Qover’s reach inside enterprise partnerships.
  • Oversee the health and success of Qover’s three primary partner pillars: Financial Services, Mobility, and Insurer & Broker Partnerships.
  • Ensure the team delivers high-quality onboarding, training, and governance for new and existing partners.
  • Develop frameworks for impactful Quarterly Business Reviews (QBRs) that provide actionable, data-driven insights to partners.
  • Collaborate closely with the Sales team to identify and execute on opportunities for upselling and cross-selling.
  • Implement proactive risk mitigation strategies to ensure high renewal rates across the portfolio.
  • Serve as the primary "Voice of the Customer" within Qover, influencing the product roadmap and corporate strategy based on partner’s interests and feedback.
  • Partner with Product, Marketing, and Sales to refine the customer lifecycle and improve the overall partner experience.
  • Cultivate a network of customer advocates for case studies, testimonials, and industry events.

Requirements

  • 10+ years of experience in Customer Success, Account Management, or a similar leadership role within a B2B SaaS or Insurance environment.
  • Proven track record of managing and growing large-scale enterprise accounts at a strategic level.
  • Deep understanding of SaaS business models, embedded insurance, and complex customer lifecycle management.
  • Exceptional communication and interpersonal skills, with a proven ability to build trust with C-level stakeholders.
  • Strong negotiation skills for both internal and external stakeholder management.
  • Strong analytical mindset, comfortable using data to drive strategy and demonstrate value.
  • Highly proactive with a strong sense of ownership and the ability to lead in a fast-paced, evolving environment.
  • Proficient in Google Workspace (Sheets, Slides).
  • Experience with CRM and data tools such as HubSpot, Jira, Looker, or similar platforms is a significant bonus.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
Customer SuccessAccount ManagementSaaS business modelsembedded insurancecustomer lifecycle managementdata analysisKPI establishmentrisk mitigation strategiesQuarterly Business Reviewsupselling and cross-selling
Soft Skills
communication skillsinterpersonal skillsnegotiation skillsanalytical mindsetproactivityownershipleadershiptrust buildingcustomer-centricitymentoring