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Customer Success Manager

At Customaite, we’re transforming the customs market with a robust AI SaaS product to speed up customs declarations. Our product has garnered trust from leading companies in the logistics sector, and we’re ready to scale further.


Operating out of Leuven with a growing, dynamic team, we embrace a true start-up mentality while benefiting from the resources and expertise of the AE Group.


As a Customer Success Manager, you will play a vital role in driving customer impact by implementing and optimising Customaite


Your Focus?
  • Onboarding Success: You will guide customers through a seamless onboarding process, from kick-off to go-live. You will ensure that every implementation is a success story.
  • Post-implementation support: You will provide ongoing support and ensure customer satisfaction throughout the journey. You will act as a trusted partner, addressing concerns and fostering long-term relationships.
  • Stakeholder alignment: You will serve as the bridge between customers and our product team, translating client feedback into actionable input. You will communicate proactively to align stakeholders and ensure smooth progress across multiple client projects.


Who are you?
  • You are a passionate, solution-oriented professional who thrives in a fast-paced environment
  • You are excited to join a growing product team and help shape the future of our product.
  • You are extremely customer orientated, with a natural flair for building trust and delivering solutions.
  • You have a solid understanding of our clients' business processes.
  • You have a structured yet flexible approach to planning and execution, ensuring responsiveness to evolving client needs and market dynamics.
  • You are interested in the customs and logistics domain.
  • You have relevant knowledge and, ideally, experience in SaaS.
  • You are willing to travel occasionally.
  • Fluency in English (Dutch and additional languages are a plus).


What Customaite can offer you?


You'll be stepping into an exciting role in a dynamic organisation with plenty of room for initiative where, from your position, you can directly and visibly impact operations. This is within a people-focused organisation characterised by a collegial atmosphere and a professional approach to work.


Work in a hybrid model, a mix of home office, customer visits, and our Leuven headquarters.


Interested?

Respond today and discover how you can make a difference at Customaite. Do you have questions about the job, our application process, or our unique company culture? Get in touch with Julie Van den Bossche (julie.vandenbossche@ae.be).


At Customaite, we value a personal approach and direct communication. Whether you visit us digitally or in person, we look forward to meeting you!

What You Should Know About Customer Success Manager, AE

At Customaite, we’re on a mission to revolutionize the customs market with our innovative AI SaaS product, designed to streamline customs declarations. As a Customer Success Manager, you’ll be at the forefront of facilitating this transformation, guiding customers through an exceptional onboarding experience that ensures their success from day one. Your knack for building trust will come into play as you establish long-term relationships with clients, providing post-implementation support to maintain satisfaction and address any concerns. Your role will be dynamic and engaging, serving as the vital link between customers and our product team. You’ll be responsible for conveying client feedback, helping shape product enhancements that cater to their needs. The culture of Customaite is every bit as lively as our mission, with a start-up mentality that thrives on collaboration within our growing team in Leuven, with the flexibility of working up to 60% remotely. A good fit for this role is someone who is not just excited about our product but is deeply enthusiastic about the logistics and customs domain. If you have a structured approach to prioritizing tasks and the ability to adapt to evolving client needs, we’d love for you to apply those skills here at Customaite. You’ll have the chance to directly impact operations in a people-focused environment that values proactive communication and initiative. Interested in embarking on this exciting adventure with us? Let’s connect and explore how you can contribute to our journey.

Frequently Asked Questions (FAQs) for Customer Success Manager Role at AE
What are the main responsibilities of a Customer Success Manager at Customaite?

The Customer Success Manager at Customaite is primarily responsible for overseeing the onboarding process, ensuring successful implementation of our AI SaaS product. This includes guiding customers from the kick-off phase through to their go-live date. Additionally, this role offers ongoing post-implementation support to foster customer satisfaction and maintain long-term relationships. The Manager must act as a liaison between customers and the product team, translating customer feedback into actionable insights.

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What qualifications are required for the Customer Success Manager position at Customaite?

To excel as a Customer Success Manager at Customaite, candidates should possess a strong customer orientation with an aptitude for building trust and delivering solutions. A solid understanding of client business processes, particularly in the customs and logistics sectors, is vital. Experience in SaaS environments is highly beneficial, along with the ability to adapt in a fast-paced work atmosphere. Fluency in English is required, and knowledge of Dutch or additional languages is a plus.

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How does Customaite support professional development for a Customer Success Manager?

Customaite fosters a people-centric culture that emphasizes professional growth. As a Customer Success Manager, you'll have ample opportunities to lead initiatives and impact the operations of the company directly. The company also promotes a collaborative environment where feedback is valued, providing the chance for Mangers to shape product developments actively. Additionally, a hybrid work model encourages balance while you refine your skills in a dynamic setting.

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What is the work environment like for a Customer Success Manager at Customaite?

The work environment at Customaite is characterized by a vibrant start-up mentality, encouraging initiative and collaboration. With a mix of home office flexibility and onsite presence in Leuven, Customer Success Managers can enjoy a balanced work life. The collegial atmosphere promotes open communication, allowing team members to share ideas and innovate continually while supporting each other on various projects.

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Is travel required for the Customer Success Manager role at Customaite?

Yes, the Customer Success Manager role at Customaite may require occasional travel. While most of the work can be conducted remotely or from the Leuven headquarters, visiting customers to ensure smooth onboarding and relationship building is an essential part of the role. Customaite recognizes the importance of in-person connections in enhancing customer experience.

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Common Interview Questions for Customer Success Manager
Can you describe your approach to onboarding new clients as a Customer Success Manager?

It's essential to have a structured yet adaptable onboarding plan. I typically start with a kick-off meeting, establishing clear expectations. Then, I guide clients through the platform, addressing any questions as they arise. Continuous communication and regular check-ins help build trust and ensure clients feel supported throughout their onboarding journey.

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How do you measure client satisfaction as a Customer Success Manager?

I utilize a combination of quantitative and qualitative metrics. Client feedback surveys, NPS scores, and engagement statistics provide valuable insights. Moreover, I maintain open lines of communication with clients to understand their experiences better, allowing me to respond proactively to any potential issues.

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What strategies do you use to foster long-term relationships with clients?

Building trust is key to fostering long-term relationships. I focus on delivering exceptional service and consistent communication, making sure I understand their needs deeply. Regular follow-ups, updates on new features or improvements, and being responsive to their concerns keeps the relationship strong and engaged.

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How do you prioritize client demands in a fast-paced environment?

Prioritization is based on urgency and impact. I take into account client needs and the potential business outcomes each request may have. Organizing tasks using project management tools helps me stay responsive while focusing on delivering value to the most critical priorities first.

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What role does feedback play in your work as a Customer Success Manager?

Feedback is invaluable. I actively encourage clients to share their thoughts about our product and services, which I then relay to the product team. This two-way communication not only enhances our offerings but also shows clients that their opinions matter, reinforcing their trust in us.

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How do you handle difficult client situations?

In challenging situations, my approach is to stay calm and listen actively. I acknowledge their concerns and seek to understand the problem fully before proposing a solution. Open communication and empathy are crucial, as they often lead to a positive resolution and reinforce trust.

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How do you ensure alignment between customer needs and product development?

I maintain constant communication with both clients and the product team. By collecting client feedback systematically and sharing it with our developers, I ensure that client needs are integrated into the roadmap. This alignment is essential for enhancing user satisfaction and product effectiveness.

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Can you describe a successful customer onboarding experience you facilitated?

One particularly successful onboarding involved a logistics company unfamiliar with our platform. I organized a tailored kickoff that highlighted key features, provided training, and established clear milestones. Continuous support led to a successful launch, and their positive feedback reinforced our strong relationship.

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How do you celebrate and acknowledge client milestones?

Celebrating client milestones is an exciting way to strengthen relationships. I often send personalized messages or small gifts to acknowledge significant achievements. It not only shows appreciation for their partnership but also reinforces their commitment to our continued collaboration.

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What do you believe is the most advanced skill for a Customer Success Manager?

A key skill for a Customer Success Manager is the ability to empathize and communicate effectively. Understanding clients' perspectives and effectively conveying information ensures that I can address their needs meaningfully. Being proactive and approachable fosters stronger partnerships and drive mutual success.

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American Eagle Outfitters, Inc. (AEO, Inc) is a specialty retailer that operates in the United Sates and Canada, and online at ae.com. AEO, Inc operates under the American Eagle (AE), aerie by American Eagle (aerie), and 77kids by american eagle (...

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DATE POSTED
February 24, 2025

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