Customer Succes & Support Lead
Lotify is growing rapidly. Our clients expect speed, clarity, and quality, and that is exactly where you make the difference. We are building a scalable, compliant, and customer focused platform in which Customer Success plays a key role.
About the role
As Customer Success & Support Lead, you are responsible for organizing, executing, and optimizing all customer facing processes within Lotify. You are the first dedicated Customer Success professional within the company, laying the foundation for a mature Customer Success function. You start close to the customer by managing onboarding and support, and use these hands on insights to design scalable processes, tooling, and structures. You work closely with the Manager Product & Customer Success and collaborate frequently with Sales, Marketing, and the Product team.
What will you do?
Customer Success & Support
Execute and structure onboarding, support, and the overall customer experience
Set up a scalable support structure including processes, flows, templates, and SLAs
Select, implement, and manage support and feedback tools
Customer satisfaction and retention
Measure and improve customer satisfaction using NPS and CSAT
Ensure clear communication and manage expectations toward clients
Monitor product usage and proactively identify churn risks
Collaboration and professionalization
Translate customer feedback into actionable input for Sales and Product
Align with the Product team on bugs, user issues, and optimizations
Document processes and best practices, and contribute to internal training
Who are you?
Bachelor’s or Master’s level of thinking and working, for example in business administration, communication, or hospitality
At least 4 years of experience in Customer Success, support, or service design within a B2B or SaaS environment
Experience in setting up and improving customer processes
Hands on, service oriented, and strong in structure and organization
Comfortable in an environment without fixed frameworks and confident in taking ownership
Experience in a start up, scale up, or first in role context is a plus
What we offer
Salary between €3,750 and €4,250 per month
Bonus scheme
Travel allowance
25 vacation days
Solid pension plan
Attractive learning and development budget
At Lotify, you work with leading brands. You create social impact, and your work directly contributes to the funds raised for charitable causes and the support of sports clubs. Apply now via careers@lotify.com. We can’t wait to meet you!
Job details
Customer Succes & Support Lead
Start datum
Contract type
Full-time
Part - time
Worktype
Hybride
Onlocation
