Head of Customer Success

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About Giftify:
Giftify is a global leader in customizable gift card solutions, partnering with over 500 shopping centers worldwide to improve client engagement, loyalty, and sales. Our mission is to provide seamless integration with payment systems and create outstanding customer experiences.

Role Overview:
The Head of Customer Success will be responsible for overseeing the success and satisfaction of Giftify's clients globally. This position requires a customer-focused leader with a deep understanding of account management, ideally within the payments or retail sectors. Leading a global team of Customer Success Managers, you will ensure that client needs are met, retention is high, and opportunities for upselling and cross-selling are maximized.

Key Responsibilities:

• Leadership: Manage and mentor a team of Client Success Managers, ensuring they provide outstanding service and maintain strong client relationships.
• Client Retention & Satisfaction: Develop strategies to ensure high levels of client satisfaction, retention, and loyalty. Regularly engage with clients to understand their needs and challenges.
• Account Growth: Identify opportunities for upselling and cross-selling Giftify's products and services to existing clients.
• Performance Monitoring: Set clear KPIs for the customer success team, monitor performance, and provide regular feedback.
• Client Advocacy: Act as the voice of the client within Giftify, collaborating with product, legal, finance, and implementation teams to ensure client needs are met.
• Reporting & Insights: Provide regular reports and insights to senior management on client performance, satisfaction, and opportunities for improvement.
• Travel: Attend client meetings and represent Giftify at events across Europe. Travel as required.
• Optimizing Operations: Improve processes and automation, enhance the customer experience, and establish the necessary foundations to support further scalability.

Qualifications:

• Proven experience in account management, customer success, or a related field, ideally in payments, retail, or a similar sector.
• Strong leadership skills with experience managing account management or customer success teams.Experience managing remote teams is a plus.
• 5+ years of experience with a focus on client retention, satisfaction, and upselling.
• Excellent communication and relationship-building skills.
• Proficient in CRM tools (e.g., Hubspot) and performance tracking.
• Fluent in English, with additional European languages as a plus.
• Willingness to travel.

Why Join Us?

• Opportunity to lead the customer success function and shape client relationships in a growing fintech company.
• Work in a collaborative international environment with over 25 nationalities.
• The role is based in Belgium from our Brussels office with the flexibility of hybrid work.
• Join a company that values meaningful client relationships and long-term growth.