Head of Customer Success

Job description

Head of Customer Success Senior · Full-time · Breda or Leuven Keep customers smiling. Build a world-class support team. Shape the product. We’re looking for a Head of Customer Success to lead and scale our global support team, ensuring customers get the most from our robots in the field. You’ll be the steady, trusted point of contact from installation to long-term performance, creating a warm and confident experience every step of the way. You’ll manage the full post-sales journey: deployment, training, support, and performance follow-up. Just as important, you’ll build the foundation for scale: defining processes, improving documentation, and sharing insights with engineering and sales. You report directly to the CEO and are responsible for support strategy, day-to-day execution, and team growth as we expand internationally. Your role includes following responsibilities: 1. Making Customers Happy Ensure every customer request is handled quickly, clearly, and with care. Proactively manage expectations to build confidence and trust. Go the extra mile to make customers feel supported and valued. 2. Building the Organisation Build and lead a strong global support team with clear structure and goals. Develop documentation, KPIs, and internal processes that scale with growth. Oversee hiring, training, budgeting, and regional capacity planning. 3. Shaping the Product Drive product improvements through real-world customer feedback. Ensure robot service cost aligns with business targets. Identify recurring issues and push for structural, scalable fixes. Your profile Master’s degree, ideally in Engineering, Mechatronics, or a related technical field Experience in or affinity with horticulture or Controlled Environment Agriculture (CEA): you understand the context and challenges our customers face Being truly energized by helping others you take pride in making customers successful and enjoy the fast pace of solving real-world challenges With your commercial mindset you understand that a happy customer is a loyal customer – you act with service and business value in mind Detail-oriented with a pragmatic mindset, you aim high but keep things moving A great communicator and collaborator who connects support, engineering, and commercial teams Fluent in Dutch and English (spoken and written); other languages are a plus. Our offer A central, hands-on leadership role in a fast-growing robotics company with global ambition The opportunity to shape the full customer journey from installation to long-term success A dynamic, supportive team culture where initiative and follow-through matter Competitive compensation and plenty of room to grow with us Octiva is a fast-growing robotics company on a mission to help growers succeed through smart automation. Our advanced robotic systems are designed for high-performance operation in controlled environments, combining technical precision with real-world reliability. We work closely with growers, engineers, and researchers to deliver meaningful innovation that transforms agricultural efficiency and sustainability. We’re expanding internationally and building a team of driven, collaborative professionals who want to make a real impact — not just on product performance, but on the lives and success of our customers.