Alan simplifies access to care, and empowers everyone to be healthier, physically and mentally, thanks to preventive care, health and insurance all in one experience. From prevention to extra-fast reimbursement of health care, and overcome together, as easily as possible, health related issues. We go the extra-mile for our members, becoming a resource for them, and obsessively creating solutions to help them in their day-to-day obstacles with a caring, tailored, personalized approach. They are never alone with Alan.

We partner with 25,000 companies, with 500K members, and cumulate €350m+ and growing ARR. We operate in France 🇫🇷, Spain 🇪🇸 and Belgium 🇧🇪. The team is 580+ people, all over Europe.

People joining Alan are always surprised and delighted by our innovative working method. We have a set of cultural values that guide our approach to work, such as:

- Members first. We put our members first, our team second, our shareholders third.

- Radical Transparency. We make all choices in writing and adopt a direct and honest style of communication.

- Personal & Team Growth. We are self-improving whilst helping others grow. We’re no ego-doers and we all edit the company.

- Distributed Ownership. We trust our colleagues to make the right choices. We are not afraid to fail fast individually to learn collectively in the long run.

- Fearless ambition. We shoot for the moon and work backwards. We focus on solving complex problems with simple principles far from ready made ideas.

The Customer Success Manager (CSM) is accountable for ensuring our health services are delivering value to our customers by leveraging different assets (B2B / B2C / B2B2C) to reach loyalty and satisfaction.

This is driven by a clear understanding of customers’ needs, a stellar onboarding on the platform and a proactive product education.

Ultimately, the mission of the CSM is to maximize client's value through three drivers:

- Maximize adoption of our health services

- Build high satisfaction and customer's loyalty

- Turn customers into brand ambassadors to generate incremental business through word of mouth

To achieve this you will work closely with the Key Account Managers.

The work of the CSM should lead to less churn, easier renewals and cross/upsell opportunities.

- Ensure the successful onboarding of new administrators and provide advanced product education

- Promote Alan products and services to generate massive adoption by the employees and the admins

- Handle admins incoming requests regarding operational tasks

- Work alongside the Key Account Manager’s team during the contracts renewal period

- Identify and execute out-of-the-box initiatives to engage Alan customers

- Globally, instill a customer-centric approach to allow our clients to achieve their goals through Alan

Drive change in our products and services, and act as voice of customers towards our product teams

- The CSM team is still in building mode at Alan Belgium, so we expect you to have one foot in the present and the other in the future

- Collaborate on building all processes and documentation

- Connect with the other crews and communities at Alan

- Set the standard of what CSM should be at Alan!

- Scale the practice by writing the CSM playbook or taking the role of a referent among the team on a topic you like

- Build and maintain strong customer relationships with key stakeholders

- Display a customer-centric approach to allow our clients achieve their goals through Alan

- Quickly identify potential signals of dissatisfaction, identify and implement solutions to respond to them

- Support Key Account Managers during the renewal season

- Proven track record in customer success or account management (minimum 3 years)

- Strong client-centric mindset with experience in delivering tailored solutions

- Ability to communicate, present, and influence key stakeholders at all levels, including C-suite

- Experience in leading cross-functional projects with various teams (Product, Sales, Engineering, Data)

- Analytical and problem-solving skills, with the ability to create data-driven reports

- Excellent communication skills in both French and English (Dutch is a strong plus)

- Ability to work independently and adapt quickly in a fast-paced environment

- Genuine interest in health and wellbeing, with a willingness to develop in-depth industry knowledge

At Alan, we believe that being in good health is a basic need, and it starts with our employees. This is why Alaners are provided with a stimulating environment and perks ensuring they are happy, efficient and spend only high-quality time with co-workers.

- Fair rewards. Generous equity packages complement your base salary.

- Flexible Office. Amazing office space at our HQ in Paris, sponsored co-working hubs in Ghent Brussels or Antwerp or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest.

- All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.

- Flexible vacation policy and flexible working hours. Organize your time as you wish.

- Delightful healthcare insurance. Extremely comprehensive health insurance - 100% of the contribution covered by Alan for you and your family.

- Transport. You can use your own inspiration based on the Green mobility budget (for Senior level Alaners)

- Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.

- Parental leave. Extended parental leave for all new parents.

After reading this job description, if you feel like you don’t have all the necessary prerequisites but that it matches where you are now or what you'd like to grow into in your next position, we encourage you to apply!

🔖 Check out our About Alan and Career pages, as well as our Medium & blog for more info.