Customer Success Manager
Job description
Monizze is on a mission to help employers support the well-being and engagement of their people.
From our roots in electronic meal, eco, and gift vouchers, we’ve evolved into a comprehensive Reward Management System, offering smart, flexible, and human-centered salary solutions.
We are looking for a Customer Success Manager to ensure our RewardFlex team continuously delivers a high-quality customer experience, from onboarding through post-implementation support. We work cross-functionally and support Monizze’s ambition to grow sustainably, with a strong culture of collaboration and ownership.
Your advantages first?? Your purchasing power is optimized – the motto is true for clients & employees
?? 30 days off per year: 20 legal holidays 6 ADV/RTT 4 Monidayzz
?? A mobility budget
?? Homeworking flexibility with days of remote work and a monthly allowance to make it comfy
?? Work from abroad up to 4 weeks a year (after 6 months @ Monizze)
?? Belgian roots, mindset & attitude: a cool and informal atmosphere – one of the best things since waffles
?? Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect
?? Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)
?? Your health and your family's health is covered by our hospitalization insurance
? Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments
?? Homeworking opportunities and overall flexibility
?? A yearly trip with all your colleagues to celebrate our achievements
? We do much more for our employees, but we needed space to describe the job! We'd love to tell you about it though, so ask us!
What You’ll Do
Client onboarding management
Welcome new clients and support them as they join the platform
Lead onboarding phases by ensuring a smooth, structured implementation tailored to each client’s needs
Act as the main point of contact for clients during their onboarding
Support for Product Specialists
Assist and support Product Specialists during the onboarding of the clients they have signed
Work closely with them to ensure efficient implementation and an optimal customer experience
Daily support for employers
Support employers in their day-to-day use of the platform
Answer operational questions to ensure the best possible experience
Actively contribute to customer satisfaction and retention
Knowledge Base, processes & continuous improvement
Ensure that the Knowledge Base and processes (internal and external) are always up to date
Identify inconsistencies or gaps and escalate them to the relevant teams
Contribute to the continuous improvement of onboarding and support workflows
Customer feedback collection and escalation
Collect customer feedback in a structured manner
Analyze recurring needs, pain points and expectations
Share insights with Product teams to support future platform improvement
Must-Haves:
Comfortable working with digital tools and SaaS environments
Ability to manage multiple cases and stakeholders simultaneously
Fluent in English and Dutch (knowledge of French is a plus)
Strong service mindset and customer orientation
Excellent communication and collaboration skills
Structured, rigorous and well-organized approach
Curiosity, proactivity, autonomy and a strong desire to learn in a fast-evolving environment
Nice-to-Haves:
First professional experience in Human Resources (Payroll, Compensation & Benefits, HR administration), or in a Customer success, customer support or account management role, with a good understanding of HR processes and employer-related challenges
Knowledge of the mobility budget and cafeteria plan
We are looking for a customer-oriented profile with an HR mindset and a strong willingness to learn.