Urbantz is searching for a Customer Success Team Lead to join our Customer Success team and proactively partner with customers to maximize and optimize their Urbantz platform engagement. What are you searching for? A young and vibrant company turning heads with a mission you can get behind? One that’s attracting investors and scaling fast – but still fresh enough for you to make a lasting mark?

We’re here to do great things in the name of sustainability in the last mile. And we want to work with the bright and the bold. Using our platform, the biggest brands and logistics companies enjoy unprecedented clarity and control over their last mile deliveries. We help them lower emissions, cut costs and drive on-brand delivery experiences for their customers. Can you help us?

The Challenge

Urbantz’s Customer Success team is set for rapid scaling in 2022. As our activity expands, we need an experienced Customer Success Team Lead to coach, manage and mentor a growing team of Customer Success Managers.

The Customer Success Team Lead will manage Customer Success operations and support the development and implementation Urbantz’s Customer Success strategy.

The Day-to-Day

Team leadership

  • Coach and mentor a team of Customer Success professionals and support their professional development
  • Inspire, motivate and engage with team members to cultivates high team performance and NPS
  • Lead recruitment activities and expand the team to meet growth target and ensure the onboarding of new joiners

Strategy development and implementation

  • Ensure team alignment with Customer Success strategy and company vision
  • Support the creation of Urbantz’s Customer Success and Customer Group strategies
  • Take ownership of strategic Customer Success projects to continuously improve Urbantz’s Customer Success operations

    Customer management

    • Take Customer Success ownership for few strategic enterprise accounts and proactively maximize their platform engagement
    • Support quarterly business reviews with the team’s enterprise customers
    • Escalation point for Customer Success issue for the team’s customer portfolio
    • Generate performance reports to share with company management

    The Must Haves

    • 5+ years of experience in customer-facing functions such as account management, customer success, sales, consulting, or similar
    • Solid background in technology
    • Demonstrated team leadership experience
    • Outstanding ability to coach and motivate others
    • Great management and organization skills
    • Outstanding customer management skills
    • Exceptional initiative and proactivity, both internally and externally
    • Exceptional communication capabilities
    • Fully fluent in English and at least one additional major European language (DE/FR/ES)

    The Great to Haves

    • SaaS / IT background
    • Knowledge of logistics systems with a focus on land logistics (preferably last mile)

    The Perks

    • Shape and expand a high performing Customer Success organization
    • Engage with large enterprise accounts and help them achieve their strategic objectives
    • Work when and where you choose: our fancy offices in the centre of Brussels, your spare bedroom, a cabin in the woods… It’s your choice.
    • You’ll have the autonomy to define and navigate your own path to success at a hungry Deloitte Technology Fast 50 (2020) company that’s ready to scale big
    • Competitive salary, equipment and a raft of employee benefits (dependant on location)
    • An incredibly diverse team of internationals and a corporate culture that encourages freedom, creativity and collaboration
    • Opportunities to grow your expertise through training, workshops and conferences
    • Team meetups in Brussels when it’s safe to do so, an annual offsite somewhere sunny

    The Bit About Urbantz

    At Urbantz, we help the world’s largest retail, grocery, ecommerce and logistics companies love their last mile with a smarter, greener approach to delivery management. Our SaaS platform was built specifically for enterprises to help them cut through the complexity of multi-fleet operations and drive greater sustainability in the final mile at any scale.

    More than 100 brands enjoy the clarity and control to cut their CO2 emissions, allocate smartly across carriers, build unique workflows and ensure on-brand delivery experiences for recipients with Urbantz. Our happy customers include Carrefour, Auchan, ASDA, PostNord, CityLogin, Monoprix, Majid Al Futtaim and Conforama.

    Since our inception in 2015, we’ve enjoyed phenomenal growth across Europe, the Middle East and beyond. In 2020, Deloitte ranked us third in its annual Technology Fast 50 list. We’ve received €12 million in Series A funding to date from shareholders Korys and ETF Partners, allowing us to grow our workforce to over 70 people and take a big step towards becoming Europe’s number one last mile delivery management platform.

    The Interview Process

    At Urbantz, our intention is that every applicant can take something positive from our interview process, whether or not they end up joining our team.

    Once you apply for an open role, we’ll assess your CV. If you seem like a good fit for the role, we’ll set up a phone conversation with our talent acquisition team. If not, we’ll let you know. On the call, we’ll be able to answer any initial questions you have and lay out the next steps in the process, which will vary depending on the nature of the role.

    We’ll endeavour to ensure transparency at all times and provide feedback at every stage. We’re always striving to improve our recruitment programs. If you have any feedback on the process, please don’t hesitate to share