Description

High-impact Customer Success & Revenue Management Leader with 15+ years of experience driving revenue and margin growth across global SaaS, travel, and e-commerce sectors. Proven track record of scaling cross-functional teams (up to 10+ reports) and currently managing portfolios exceeding €5M in ARR with a consistent +110% Net Retention Rate (NRR). Expert in leveraging analytical tools (SQL, Python, Tableau) to deliver measurable outcomes.

Languages

Dutch
Native or bilingual
English
Fluent
French
Fluent

Workplace preferences

Can work on-site

Aalst (up to 50km)

Verbolia
Head of Customer Success
June 2021 - Today (5 years and 2 months)
- Commercial CS Management & Leadership: Maintained end-to-end operational and financial ownership of
a €5M+ ARR portfolio, consistently delivering a +110% Net Retention Rate (NRR). Led, scaled, and coached a
cross-functional team of 5 CS Professionals and 5 Frontend Developers to ensure high-quality, scalable service
delivery.
- Technical CS: Spearheaded technical pre-sales, service & onboarding engagements and delivered tailored
proof-of-concepts (POCs), utilizing advanced AI and automation tools to build custom customer solutions that
maximize client return on investment (ROI).
- Data Analytics & Process Optimization: Built, maintained, and optimized internal workflows and service
deployment processes using Python, SQL, and Apps Script combined with AI tools, to significantly decrease
the time-to-value of delivered services. Designed automated customer reporting frameworks, customer health
scores, and KPI dashboards (OKRs).
Customer Success Management Revenue Management Revenue Operations
Veepee
Commercial Excellence Manager
January 2017 - June 2021 (4 years and 5 months)
- Margin Optimization: Delivered a +10% net margin win through the execution of 360-degree analyses of
strategic sales campaigns and the optimization of dynamic pricing strategies.
- Profitability Modeling & Tooling: Orchestrated the end-to-end analysis and follow-up of sale profitability by
building and implementing standardized pricing tools, supplier negotiation models, and robust profitability
reporting frameworks.
- Cross-Functional Leadership: Spearheaded commercial excellence initiatives across multiple business
units. Served as a trusted cross-functional advisor and a designated "Person of Trust" within the Belgian HQ
organization.
Pricing strategy Data analysis Revenue Management Margin Optimization Pricing
Thomas Cook
Head of Pricing
February 2012 - January 2017 (4 years and 11 months)
- Revenue Strategy: Directed the First Minute revenue strategy for major tour operators (Neckermann, TC,
and Pegase), managing a total revenue stream of +€250M.
- Team Management: Led and motivated a high-performing team of 7 to 9 pricing and revenue experts to
achieve quarterly and annual financial targets.
- Project Delivery: Managed Group IT and business solution projects to enhance pricing automation and
distribution efficiency across the organization.
Revenue Management Pricing strategy Margin Optimization Pricing Business analysis