Customer Success Manager with Technical Support Expertise

Who we are
OTIV is a Ghent-based company leading the autonomous revolution in rail. We are on a mission to increase safety and efficiency in railway operations by teaching rail vehicles to drive autonomously. By making trains more efficient and safer, we actively contribute to a modal shift and a greener future. We bring this vision to life through a unique focus on the most challenging environments, including cities, shunting yards, and industrial sites. Thanks to high-profile partners and world-leading clients like Deutsche Bahn, SNCF Group, ArcelorMittal, and CAF, we deliver the future of railway operations today.

OTIV is an equal opportunity employer, committed to a work environment that supports, inspires, and respects all individuals, with merit-based personnel processes applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics. We aim to create an environment where all employees feel confident to bring their authentic selves to work.

What will you do?
As a Customer Success Manager with Technical Support Expertise, you play a vital role in ensuring an exceptional customer experience from the moment a contract is signed. You’ll be the primary point of contact for clients, managing successful product implementations and providing ongoing support, while also addressing technical challenges.

Customer Success:

• Guide customers throughout their journey, ensuring they realize the full value of our solutions.
• Identify upsell and cross-sell opportunities to enhance the customer experience.
• Plan, oversee, and execute product implementations for clients.
• Collaborate closely with Sales, Tech, and Supply Chain teams to deliver customer-focused solutions.
• Gather customer feedback and work with the product development team to drive improvements.

Technical Support and Maintenance:

• Provide direct technical support to clients, including remote debugging, issue diagnosis, and resolution through code, logs, and dashboards.
• Assist field engineers during demonstrations and pilot setups for potential clients to ensure smooth execution and optimal product functionality.
• Handle software maintenance tasks, including developing patches to address identified issues.
• Document technical challenges and solutions to contribute to process and product improvements.

• 5+ years of experience in customer success management or related fields (e.g., customer support, account executive roles).
• A strong technical foundation, with an affinity for hardware and software systems.
• Experience with debugging and analyzing technical issues, using tools such as code editors, logs, and dashboards.
• Prior experience in the rail industry is a plus.
• Fluent in French and English, Dutch and German a strong plus

• Full-time position with a competitive salary package.
• Work in an international, dynamic start-up with growth opportunities.
• Flexible working hours.
• Hybrid work environment, with an office in beautiful Ghent, Belgium.
• Collaborative, transparent, and fun-loving culture.