Customer success lead

We're looking for a Customer Success Lead to ensure our customers — primarily agencies and creative studios — get maximum value from Burnr. You'll own the post-sale experience, from onboarding new teams to identifying expansion opportunities. This is a high-impact role where you'll directly influence retention and revenue growth.

• Own the customer journey from onboarding through renewal and expansion • Build and refine onboarding playbooks tailored to different team sizes and workflows • Conduct regular check-ins and business reviews with key accounts • Identify upsell and cross-sell opportunities based on usage patterns and customer goals • Serve as the voice of the customer internally, feeding insights to product and engineering • Build and document scalable customer success processes and knowledge base content

• 3+ years of customer success or account management experience in B2B SaaS • Experience working with agencies, studios, or professional services firms • Strong communication and relationship-building skills • Comfort with data and analytics to track customer health and identify risks • Ability to explain technical concepts to non-technical users • Self-starter who thrives in a fast-paced, early-stage environment • Bonus: experience with time tracking, project management, or financial tools

• Competitive salary with equity participation • Fully remote within EU time zones, with optional access to our Bruges office • Flexible working hours with a focus on customer outcomes • Annual team retreats and regular in-person meetups • Learning budget for conferences, courses, and professional development • Top-tier hardware and a home office stipend • A direct line to product decisions — your customer insights shape the roadmap