Customer Success Manager

Who we are
OTIV is a Ghent-based company leading the autonomous revolution in rail. We are on a mission to increase safety and efficiency in railway operations by teaching rail vehicles to drive autonomously. By making trains more efficient and safer, we actively contribute to a modal shift and a greener future. We bring this vision to life through a unique focus on the most challenging environments, including cities, shunting yards, and industrial sites. Thanks to high-profile partners and world-leading clients like Deutsche Bahn, SNCF Group, ArcelorMittal, and CAF, we deliver the future of railway operations today.

OTIV is an equal opportunity employer, committed to a work environment that supports, inspires, and respects all individuals, with merit-based personnel processes applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics. We aim to create an environment where all employees feel confident to bring their authentic selves to work.

What you will do
As a Customer Success Manager, you play an important role in ensuring an excellent customer experience from the moment a contract is signed. You’ll be the primary point of contact for clients, preparing, planning, and executing successful product installations and ongoing maintenance, bridging the Sales, Tech, and Supply Chain teams.

Key Responsibilities

• Support customers throughout their journey, ensuring they experience the promised value of OTIV’s solutions.
• Identify upsell and cross-sell opportunities to enhance customer experience.
• Oversee the implementation of OTIV’s products for clients.
• Provide remote and on-site support for troubleshooting, corrective actions, and preventive maintenance.
• Collaborate closely with the product development team to ensure customer feedback is incorporated into product improvements.
• Develop the strategy, establish processes, and expand the team to position customer success as a central component of OTIV’s growth strategy.

• 5+ years of experience in customer success management (e.g., customer support, account executive roles).
• Strong technical interest and an affinity for hardware.
• Willingness to travel (Europe - Weekly) to support customers during implementations.
• Previous experience in the rail industry is nice to have

• Full-time position with a competitive salary package.
• Work in an international, dynamic start-up with growth opportunities.
• Flexible working hours.
• Hybrid work environment, with an office in beautiful Ghent, Belgium.
• Collaborative, transparent, and fun-loving culture.