Head of Customer Success

✔ Solution oriented teamleader? ✔ Problem solver ✔ Commercial link

In just five years, we’ve grown from an ambitious start-up to the fastest-growing Cybersecurity Awareness Platform in the world. Today, we protect over 1.5 million users across 5,000 organizations, together with 300+ partners worldwide.

From 5 employees to an international team of more than 70 driven colleagues – and we’re still growing. We have the ambition to double our sales team by 2026.

Phished is a rapidly growing tech scale-up that helps organizations improve their cybersecurity. Through a unique, fully automated training platform, employees are trained to recognize real cyberattacks and respond to them in the correct way. In doing so, we make a real impact on both individuals and organizations.

Does this sound like you? Read on.

Your responsibilities:

• You guide, coach, and motivate the Customer Success team in their day-to-day operations

• You assign tasks, optimize processes, and ensure a balanced workload

• You monitor the quality of customer interactions and ensure KPIs are met (retention, customer satisfaction, SLAs, onboarding speed)

• You support your team with escalations and act as a sounding board in complex customer cases

• You also manage a number of key accounts yourself, staying actively involved "on the floor"

• You collaborate with the Product team to gather customer feedback and relay it internally

What we expect from you:

• You have at least 3 years of experience in a B2B SaaS environment, including at least 1 year in a coaching or leadership role

• You have an affinity for technology and support-related functions

• You are people-minded, but also able to set clear boundaries and encourage ownership

• You are well-organized, detail-oriented, a strong communicator, and stay calm under pressure

• You speak and write fluently in Dutch and English; French is a plus

• You are driven, customer-oriented, and solution-focused

• You have a knack for tech and can explain complex information clearly

What’s in it for you?

🚀 Create your own path. Shape your journey based on your vision and ambitions. At Phished, you get the freedom to build a personalized roadmap and develop your unique learning path.

🤝 Teamwork makes the dream work. Join a motivated, dynamic, and supportive team of like-minded people who help you level up your skills.

🌱 Room to grow. Continue developing in a no-nonsense, entrepreneurial scale-up culture where initiative and ownership are encouraged.

💰 Attractive compensation package. On top of a competitive salary, you’ll have access to a Flex Income Plan, tailored to your needs with a range of extra benefits. Also: a stylish Mercedes, group and hospitalization insurance, and many other perks!

🏠 Work-Life Balance. Flexibility is the norm here. Flexible hours? Check! A nice balance between days at the office and working from home? Check! Our office? Located in the heart of Leuven, just a short walk from the station.

🚀 Phished is growing – and your role can make a real difference. Ready to make an impact together?