Customer Success Manager - Belgium 🇧🇪 (Dutch Speaker)

Job description

HEALTH CAN’T WAIT. Not for symptoms to get worse. Not for a six‑month appointment. Not for a system to catch up. But that’s exactly how healthcare works today. You wait, until you can’t. Alan exists to end the wait. Health is a universal right, and we believe this right can only become real when it’s coupled with prevention. We need to stop treating health as something we repair and start treating it as something we build, every day. It’s not solely a question of willpower. It’s the healthcare system itself that needs to work for everyone, in a sustainable way. So we are building the new standard in prevention insurance. Alan is the first company that integrates insurance, prevention, and care into a single, acclaimed user experience. We are on an incredible journey to build a global leading company, with a unique culture https://alan.com/en/careers. We already partner with 40K+ companies of all sizes, serving more than 1M+ members, and have reached €800M+ in ARR. Prevention as the new norm. That's what we're building with our team of 800+ people. If it speaks to you: we're hiring across France, Spain, Belgium, and Canada. And beyond. ⭐️ CSM AT ALAN ⭐️ The Customer Success Manager (CSM) is accountable for ensuring our health services are delivering value to our customers by leveraging different assets (B2B / B2C / B2B2C) to reach loyalty and satisfaction. This is driven by a clear understanding of customers’ needs, a stellar onboarding on the platform and a proactive product education. Ultimately, the mission of the CSM is to maximize client's value through three drivers:- Maximize adoption of our health services- Build high satisfaction and customer's loyalty- Turn customers into brand ambassadors to generate incremental business through word of mouth. To achieve this you will work closely with the Key Account Managers. The work of the CSM should lead to less churn, easier renewals and cross/upsell opportunities. ⭐️ YOUR MISSION ⭐️ Build engagement throughout the whole customer journey - Ensure the successful onboarding of new administrators and provide advanced product education - Promote Alan products and services to generate massive adoption by the employees and the admins - Handle admins incoming requests regarding operational tasks - Work alongside the Key Account Manager’s team during the contracts renewal period - Identify and execute out-of-the-box initiatives to engage Alan customers - Globally, instill a customer-centric approach to allow our clients to achieve their goals through Alan Drive change in our products and services, and act as voice of customers towards our product teams Participate to the team creation. The CSM team is still in building mode at Alan Belgium, so we expect you to have one foot in the present and the other in the future - Collaborate on building all processes and documentation - Connect with the other crews and communities at Alan - Set the standard of what CSM should be at Alan! - Scale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you like Ensure client’s loyalty - Build and maintain strong customer relationships with key stakeholders - Display a customer-centric approach to allow our clients achieve their goals through Alan - Quickly identify potential signals of dissatisfaction, identify and implement solutions to respond to them - Support Key Account Managers during the renewal season ⭐ YOUR PROFILE ⭐ You will be a good fit to join the Sales team at Alan if you have - Proven track record in customer success or account management (minimum 3 years) - Strong client-centric mindset with experience in delivering tailored solutions - Ability to communicate, present, and influence key stakeholders at all levels, including C-suite - Experience in leading cross-functional projects with various teams (Product, Sales, Engineering, Data) - Analytical and problem-solving skills, with the ability to create data-driven reports - Excellent communication skills in both Dutch and English (French is a strong plus) - Ability to work independently and adapt quickly in a fast-paced environment Genuine interest in health and wellbeing, with a willingness to develop in-depth industry knowledge 🙌 PERKS & BENEFITS https://alan.com/en/careers/a/salary-equity At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers. Therefore, we offer: - Fair rewards. Generous equity packages complement your base salary. - Flexible Office. Amazing office space at our HQ in Paris, sponsored co-working hubs in Ghent Brussels or Antwerp or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest. - All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones. - Flexible vacation policy and flexible working hours. Organize your time as you wish. - Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country (permanent contracts only). - Transport. You can use your own inspiration based on the Green mobility budget (for Senior level Alaners) - Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises. - Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential. Learn more about our coaching culture https://alan.com/en/blog/discover-alan/a/alan-culture-excellence-through-coaching. - Parental leave. Extended parental leave for all new parents. IMPORTANT NOTE: WE HIRE PEOPLE, NOT ROLES. If you're excited about this opportunity but don't check every box, we'd love to hear from you. Everyone, no matter how underrepresented, should feel free to apply as it can only bring learnings or success. If you identify yourself as a woman: Did you know that research shows women often apply only when meeting 100% of requirements? Remember, this is just a guide, not a checklist. We'll be thrilled to receive your application! 🔖 Check out our About Alan https://alan.com/about and Career https://alan.com/careers pages, as well as our Medium https://medium.com/alan, blog https://blog.alan.com/ and Glassdoor page https://www.glassdoor.com/Overview/Working-at-Alan-EI_IE1696043.11,15.htm for more info.