Stijn Smet
Roeselare
Summary
Dynamic customer success leader with a proven track record at Whale, adept at client advocacy and customer onboarding. Spearheaded initiatives that enhanced customer retention and satisfaction, utilizing data-driven strategies to inform improvements. Known for building strong relationships and implementing effective quality assurance practices, driving success in customer engagement.
Overview
7
7
years of professional experience
Work History
Head of Customer Success
Whale
05.2022 - Current
- Defined clear targets and objectives and communicated to other team members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed detailed plans based on broad guidance and direction.
Lead Customer Success Manager
Loctax
10.2021 - 05.2022
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
Global Customer Success Manager
Silverfin
09.2018 - 10.2021
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Launched quality assurance practices for each phase of development
- Utilized customer feedback to inform changes and improvements to customer success plans.
Education
Masters in Law - Law
Ghent University
Ghent 09-2017
Skills
- Client advocacy
- Customer segmentation
- Sales enablement
- Customer onboarding
Accomplishments
One to Watch in Customer Success for 2025 by Customer Success Collective
Top 25 Most Creative CS Leaders AND honored with the Expert Choice 2025
2024 Top 25 Customer Success Influencer
2023 Top 100 Customer Success Strategist
Timeline
Head of Customer Success
Whale
05.2022 - Current
Lead Customer Success Manager
Loctax
10.2021 - 05.2022
Global Customer Success Manager
Silverfin
09.2018 - 10.2021
Masters in Law - Law
Ghent University
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