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lectrasa
Date:  Jul 3, 2025

Ghent, BE

Customer Success Manager

Permanent contract  - Ghent

 

We invite you to embark on a journey. A technological journey towards the evolution of our society and our industries, powered by Industry 4.0 and supported by Lectra. Software, equipment, data and services… At Lectra, as a major player in the fashion, automotive and furniture markets, we contribute to the Industry 4.0 revolution with boldness and passion by providing best-in-class technologies. But it doesn’t stop there. By enabling industrial intelligence solutions, we facilitate the digital transformation of our customers. And we’re always on the lookout for new tech-enthusiasts to join the team! With more than 50 years of experience and a presence in over 100 countries around the world, we are 3000 employees united by passion and driven by innovation. A unique journey awaits you at Lectra, are you ready to craft the future of technology together?

POSITION SUMMARY

 

Part of the Customer Success team, the Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. The Mission of the Customer Success Team is to increase sustainable proven value for both the Customers and Lectra. Ensuring customer satisfaction and delivering the best Customer Experience, which will change our approach to Customer Success at Lectra and be a key part of our global 4.0 strategy and to accelerate our transition to SaaS model.

 

As a Customer Success Manager, you will be managing a few of Lectra customers, driving adoption and outcomes leading to renewals, expansion.

 

 

DUTIES AND RESPONSIBILITIES

 

Prevent churn and downsell

The Customer Success Manager analyzes customer data to identify the level of health and risk of non-renewal (solution/contract) or churn (subscription).

By having regular Customer Success Reviews with his customers, the CSM:

 

  • Get level of NPS, Customer satisfaction (CX) and potential improvements throughout the customer journey by driving survey
  • Assess the level of adoption, use and performance of our solutions
  • Assess the level of achievement of customer expected outcomes (CO), customer health
  • Assess the level of risk of rejection of our solutions and/or contract/subscription cancellation
  • Follow-up the level of our service deliveries to ensure that we deliver our services in accordance with our commitments
  • Follow-up unresolved open incidents and ongoing evolution requests
  • Report and alert any critical situation by using our tools and processes

Improve retention by increasing product adoption and customer engagement

The CSM contributes to improve customer satisfaction, experience, health and retention:

 

  • Drive customer adoption, engagement and expected outcomes with a Success Plan
  • Develop close intimacy and long-term customer relationships, organize regular touch points and visits.
  • Improve the perception of the value of Lectra solutions and services delivery
  • Ensure that customers are proactively and qualitatively supported by the support teams
  • Act as a link between the customer and the various departments at Lectra. Report delivery or technical issues to support teams when needed.
  • Report internal customer expectations and defend their interest.
  • Escalate customer queries to Corporate CSM team.
  • Monitor and coordinate actions until the improvement of customer health and the reduction of risk of non-renewal. Organize an open issue list reviews with customers.

Find upsell and cross-sell opportunities resulting in a high renewal rate and an increased ARR

 The CSM is to:

 

  • Identify upsell and cross-sell opportunities
  • Transfer them to Account Managers
  • Drive increased annual recurring revenues with the AM.

 

PROFILE

 

  • 2-5 years' experience in Customer Success Management and SaaS, in the Fashion/Automotive/Furniture industry preferably
  • Master’s degree in engineering or business.
  • Passion for the fast-growing SaaS industry
  • Solid technical background with hands on experience in complex solutions management
  • Excellent interpersonal and communication skills to build effective relationships with customers and with other members of the account team.
  • An ability to grasp customers’ needs and suggest timely solutions
  • Strong analytical and problem-solving skills
  • Strong ability to align technical concepts & features to business needs
  • Knowledge of customer processes in Fashion industry as a plus
  • Process and experience mapping knowledge is a plus
  • Knowledge of Lectra solutions as a plus
  • Experience using CRM or CSM tools as a plus
  • Fluent in English, an additional language would be a plus

 TRAVEL

 

  • The position is based in Belgium or Estonia (offices in Ghent or Tallin)
  • There will be up to 50% of travel to customer sites/Lectra offices in mainly EMEA North

 

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