Hi there!

We are Paperbox, an AI software company building the insurance mailroom of the future.

Do you know the feeling of having to wait forever for your insurer to answer your email? That’s what we are solving!

Insurance historically is a manual labor-intensive, admin-heavy industry. A lot of manual labour goes into reading incoming requests, processing emails and attachments from central mailboxes, forwarding to colleagues, scheduling and prioritizing tasks and archiving information into insurance back-office systems.

Our solution reduces that friction and brings structure and automation to the biggest bottleneck of insurance operations: the Mailroom.

We believe technology should improve the way people interact and work towards a future where nobody is just a number.

Role 👀

As a Customer Success & Project Manager at Paperbox.ai, you will be responsible for onboarding and guiding our customers through their mailroom transformation. Day-to-day tasks include customer meetings, project planning, process analysis, exploring upsell opportunities and refining how we work with our customers. This is a full-time hybrid role located in Ghent with flexibility for remote work.

The right time and place 🧭

The last years we have been bootstrapping and building the foundations of our organization. We are growing fast, and with over 60 customers in insurance, we have nailed down our ICP and value proposition. We are looking for someone to help us scale and deliver an exceptional customer service!

This is what we value 🤸

We work hard to create a company culture where each individual can thrive in a healthy way and where we truly excel as a team. We keep the following values close to our heart:

• Distributed ownership: Taking up responsibilities is encouraged. We share and create opportunities for each other to grow.
• Build to scale: Everything we do needs to be scalable. This mindset helps us create the impact needed to drive us forward and prepare for what comes.
• Hard on the issues, soft on the people: We deeply care about each other and address issues directly when needed.  
• Quality, then speed: We work intentionally towards a bigger picture that requires us to think before we act. Building a foundation for future success is setting yourself up to win.,

You are responsible to 📆

• Own the end-to-end customer onboarding process, including functional analysis, solution configuration, user training, and go-live support
• Organize and lead Quarterly Business Reviews (QBRs) to evaluate customer performance, identify opportunities for further automation and value creation through product features, and address questions to continuously enable customer success
• Facilitate and scale customer support by digitizing training materials and knowledge base articles, promoting self-service adoption, and reducing inbound support requests
• Set & communicate project timelines and monitor project deliverables

• Update relevant stakeholders on the project's progress
• Analyse and document as-is business processes
• Build strong relationships with clients and serve as their primary point of contact
• Understand client needs and ensure that they are getting the most value from our software
• Conduct regular check-ins with clients to ensure satisfaction and identify areas for improvement
• Analyse data to identify trends and opportunities for improvement
• Collaborate with the product and development teams to ensure that client feedback is incorporated into product development
• Provide training and support to clients as needed

You are a great fit if you have a 👇

• Secret passion for checklist and doing things right
• Obsession for customer experience and value creation
• Structured work ethic
• Problem-solving mindset
• Excellent communication and interpersonal skills, both written and verbal (Dutch and English required; French is a plus)
• Ability to work independently in a fast-paced environment
• Desire to learn fast and make impact
• Bachelor's degree
• Experience in B2B SaaS (bonus points)
• Experience in the insurance or financial services industry (bonus points)

Perks and benefits 🙌

At Paperbox we strongly believe in diversity and a healthy work environment. That’s why we spend a lot of time on providing the perks and benefits that will help you thrive as a person.

We offer:

• A flexible office culture. A combination of the amazing Ghent Wintercircus Startup Campus and wherever you are at your best
• A competitive salary
• All the tools and support you need to excel in your job
• A flexible vacation policy
• A transparent and digital healthcare insurance by Alan for you and your family
• Learning & Training opportunities. 

If you're excited to be part of a winning team, Paperbox is a great place to grow your career. We see the customer success and project manager role as the glue that makes our amazing product, commercial efforts, and delivery stick like nothing else.