Customer Success Manager | French & Dutch

At Shyfter, we think big and move fast. We build powerful HR solutions that help thousands of companies in hospitality, retail and beyond simplify their scheduling, workforce management and payroll.

The numbers speak for themselves: 60% annual growth and more than 100 new clients every month. Already firmly established in Belgium and France, we are building Shyfter into a key European player in workforce scheduling and HR management software.

With this growth comes a clear responsibility: making sure every customer gets the help, guidance and attention they need.

We are looking for an experienced Customer Success Manager, fully bilingual in French and Dutch, who enjoys helping people and takes pride in solving their problems. Someone who can deliver a great onboarding session, handle a busy support queue with empathy and turn customer feedback into a better product.

Your main responsibilities are customer support, onboarding, bug detection, product improvement and ongoing customer guidance.

• Support customers through chat and phone. Listen carefully, ask the right questions and provide clear, practical answers. Help customers feel understood and supported, especially when they are frustrated or under pressure.
• Lead onboarding. Understand each customer’s needs, help configure Shyfter and train their teams so they can start using the platform confidently.
• Investigate issues and identify bugs. Distinguish configuration problems from product defects, reproduce issues where possible and document clear steps for the development team.
• Follow issues through to resolution. Keep customers informed, coordinate with technical colleagues and check that the solution actually works for them.
• Contribute to product improvements. Identify recurring pain points, collect concrete examples and help Product understand what would make the biggest difference.
• Guide customers over time. Follow up on adoption, explain relevant features and help customers improve their daily workflows.
• Improve how we help people. Contribute to help articles, support practices and onboarding materials that make answers easier to find and understand.

Your impact will be visible in faster onboarding, effective resolutions, stronger adoption and customers who trust us.

• Full professional bilingual proficiency in French and Dutch, spoken and written, is mandatory. You can handle spontaneous phone conversations, write clear chat replies and deliver training in both languages.
• Professional working proficiency in English.
• At least 3 years of customer-facing experience in B2B SaaS, including hands-on support and onboarding.
• Strong empathy, patience and a genuine desire to help people.
• Excellent troubleshooting skills. You investigate carefully, explain clearly and know when to escalate.
• The ability to manage several conversations and priorities without losing accuracy or the human touch.
• A track record of delivering excellent customer service, supported by examples of improvements in satisfaction, resolution quality, onboarding or adoption.
• The confidence to take ownership of an issue and see it through.

Experience supporting hospitality or retail businesses is a strong advantage. You should enjoy being directly involved in customers’ daily challenges.

Apply with your CV and two short examples: a difficult customer issue you resolved and an improvement you helped introduce.

Our selection process includes a practical assessment in French and Dutch covering a support conversation, an onboarding scenario and an issue to investigate.