Location: Hybrid, HQ Antwerp; Territory: Belgium

Languages: French (C1) and Dutch (B2) required; English (B2) for internal collaboration.

This role services French and Dutch-speaking customers.

Salvus Health is a patient engagement platform built for community pharmacies. We help pharmacy teams deliver and scale care services. With an active and growing network of pharmacies across Belgium and expanding into the rest of Europe, we're at an exciting inflection point. We're looking for people who want to be part of building something meaningful in digital health.

As our Customer Success Representative, you will be the primary relationship owner for our pharmacy customers in Belgium and francophone markets. You'll guide pharmacies from onboarding through long-term adoption, making sure they get real value from the platform — and that we hear them clearly when they don't. This is a hands-on, relationship-first role based out of our Antwerp office, with regular visits to pharmacy customers across Flanders and Wallonia.

You'll work closely with our product, sales, and leadership teams, and you'll be a critical voice internally for what pharmacies actually need.

Responsibilities

1) Customer Relationships & Engagement

• Serve as the primary point of contact for a portfolio of pharmacy customers, building trusted relationships with pharmacy owners, managers, and staff.

• Proactively engage customers to ensure they are getting full value from the platform, sharing best practices, identifying underutilised features, and running regular check-ins.

• Gather structured feedback and translate it into actionable insights for the product and commercial teams.

2) Onboarding & Training

• Lead onboarding for new pharmacy customers from platform setup and configuration through to the first live care service delivered.

• Run training sessions (in-person and remote) tailored to different user profiles within the pharmacy team.

• Maintain and improve training materials, tutorials, and help centre content in Dutch and French.

3) Support & Issue Resolution

• Handle customer inquiries and support requests promptly and professionally, coordinating with the technical team when needed.

• Log and track customer issues and resolutions in our CRM to maintain a clear picture of customer health.

• Act as an internal escalation point for customer concerns, making sure the right people are looped in quickly.

4) Retention & Growth

• Monitor adoption metrics and usage patterns to identify customers at risk of churning, and intervene before it becomes a problem.

• Identify natural opportunities for upselling or expansion within existing accounts (additional locations, new care service modules).

• Support renewal conversations and collaborate with the sales team on customer advocacy and referral initiatives.

5) Continuous Improvement

• Synthesise customer feedback, support patterns, and platform usage data to inform product prioritisation.

• Be the internal voice of the customer, advocate for their needs in product discussions and roadmap conversations.

• Stay close to developments in Belgian pharmacy regulation, reimbursement frameworks, and the broader health tech landscape.

What we're looking for

• Languages: professional fluency in Dutch and French is required. English is the working language internally, so fluent English is essential.

• Experience: 2–4 years in customer success, account management, or a customer-facing role, ideally in SaaS, health tech, or a regulated industry. Experience with pharmacy, healthcare, or pharmaceutical environments is a significant plus.

• Skills: Strong communicator, natural relationship builder, comfortable with ambiguity. You can write a clear email, run a training session with a room full of pharmacists, and flag a product issue in the same afternoon.

• Tools: Familiarity with CRM tools (HubSpot preferred) and support platforms (Intercom or similar). You don't need to be technical, but you need to be comfortable enough with software to learn ours quickly and explain it clearly.

• Mindset: You take ownership. You follow up without being asked. You care genuinely about whether the customer is getting value, not just whether the ticket is closed.

Why Salvus

Work at the intersection of digital health and community pharmacy, a sector with real societal impact and significant regulatory tailwind (medication review reimbursement, vaccination programmes).

A high-ownership team where your work is visible and your voice counts.

Competitive salary with growth potential as we scale across Europe.

Based in Antwerp, with flexibility for hybrid work where the role allows.