Customer Success

Location: Town of Belgium

We’re looking for someone who gets it. Someone who sees the chaos of modern knowledge work and thinks “we can do better than this.” Someone ready to transform Elium’s existing consulting services whilst building upon our strong foundation to unlock our 150+ customers’ knowledge potential.

This isn’t your typical customer success role. You’ll be the strategic bridge between boardrooms and operational teams – working directly with C-suite and innovation leaders at BCG, BNP Paribas, L’Oréal, and other industry giants while ensuring seamless execution at the operations level. The exciting part? You’ll master both worlds: translating executive vision into operational reality and bringing ground-level insights back to strategic decision-makers.

You’ll position our European AI-powered platform as essential to their transformation stories while making sure it actually works for the people using it every day.

ABOUT US

We bring calm to the chaos. That’s not marketing speak – it’s what we actually do.

As pioneers in B2B SaaS knowledge management, we’ve built an AI-powered platform that doesn’t just store information – it orchestrates it. We turn scattered expertise into accessible wisdom that teams across the globe can actually use. When organisations talk about becoming “AI-enabled,” we become part of their brain.

Over 150 leading organisations trust us with their most valuable asset: their knowledge. From global consulting powerhouse BCG to major players in banking, beauty, energy, technology, retail, agriculture, food, and pharma. We’re a European, Belgium-based company that scales thoughtfully – from intimate 50-person customer service teams to global rollouts beyond 20,000 employees.

What sets us apart? Our customers tell us it’s our passion, expertise, and genuine proximity. We don’t just deliver a platform; we deliver transformation. We’re a small, lean, and flexible team that believes in superpowers over headcount. We’re scaling our impact without necessarily scaling our people – looking for exceptional individuals who can amplify what we achieve together.

WHAT YOU’LL ACTUALLY BE DOING

This is your chance to shape something that matters. You’ll lead our customer services strategy whilst transforming Elium’s existing Consulting Services to help organisations unlock knowledge transformation they didn’t know was possible. The unique opportunity? You’ll be the bridge between C-level strategic vision and operations-level execution – ensuring initiatives that start in the boardroom actually deliver results on the ground.

Customer success & consulting strategy (your main focus)

• Shape the future of Elium Consulting Services and how we approach strategic customer engagements
• Work directly with executives to define transformation vision while partnering with operations teams to ensure seamless execution
• Master the art of bridging boardroom strategy with operational reality – translating executive goals into actionable plans that actually work
• Lead our evolution into the strategic consulting partner that drives knowledge transformation initiatives at every organizational level

Supporting growth (equally important)

• Help existing customers expand their platform use in ways that make sense for them
• Support our sales team on strategic opportunities and major proposals
• Identify growth opportunities within our customer base

Amplifying our presence & community (important but secondary)

• Represent us at industry events and establish us as the definitive voice in knowledge sharing
• Capture customer stories that show real impact, not just metrics
• Grow our customer community through workshops, user clubs, and content that actually adds value

Influencing strategy & product (important but secondary)

• Bring customer insights to our product and business strategy decisions
• Bridge the gap between what customers need and what we build
• Work with leadership teams across the business

WHAT WE’RE LOOKING FOR Experience that counts

• You’ve spent 7-10 years building expertise in strategic customer success, management consulting, or leading SaaS advisory services.
• You’ve been in senior strategic or executive roles for at least 3 years, developing consulting…