Senior Customer Success Manager (Dutch-speaking)

We’re making legal work faster,clearer, and honestly… more enjoyable.

Law firms spend too much time wrestling with documents, context switching, and “AI outputs” they can’t verify. Alice changes that: one workspace where thecase file becomes structured insight and draft-ready output with sources youcan click and check. Customer Success is where that promise becomes a daily habit inside a firm.

We’re looking for a Senior Customer Success Manager who drives adoption and expansion, builds trust with partners, and turns early customers into long-term champions - with structure, clarity, and zero fluff.

What you’ll do

• Own the customer journey end-to-end: onboarding → adoption → renewal → expansion.
• Drive roll out success across law firms (partners + associates): training, enablement, change management.
• Build success plans with clear milestones, usage goals, and measurable ROI.
• Run regular business reviews (QBRs) to align on value, progress, and next growth opportunities.
• Identify and execute expansion opportunities (additional seats, wider teams, new workflows).
• Be the voice of the customer internally: translate feedback into crisp product input and priorities.
• Build scalable CS playbooks: onboarding checklist, health scores, training formats, escalation paths.
• Handle escalations calmly and turn issues into durable improvements (process + product).

You’ll likely work with

• Usage analytics and customer health metrics (adoption, activation, retention, expansion signals).
• CRM/CS tooling (pipeline for renewals/expansion, reporting, notes, playbooks).
• Cross-functional collaboration with Sales, Product, and Engineering.
• Enablement content: training decks, release notes, “what’s new”, best-practice guides.

What we’re looking for

• Senior experience in Customer Success / Account Management in B2B SaaS.
• You’re commercially minded: you drive growth through value, not through pressure.
• Strong at stakeholder management and executive communication (partners/managing partners).
• Process-driven and structured, without losing speed or empathy.
• Comfortable in an early-stage environment: you build the playbook, not just follow one.
• Languages: fluent Dutch required; French strongly preferred.

Nice-to-haves (not required)

• Experience in legal / professional services, or a legal background.
• Experience with change management in knowledge-heavy teams.
• Familiarity with AI products and how to set the right expectations with customers.

What you can expect

• High-impact role: you’ll shape how Alice scales with customers in Belgium.
• Ownership: you build the Customer Success motion and the standards that come with it.
• Speed with standards: move fast, stay honest, keep quality high.
• Hybrid work with flexibility.
• Competitive compensation package (aligned with experience and impact).
• Equal opportunity employer: competencies first.