Lara Baeckers
Team Lead Customer Success & Support @vub paperboy
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WORK HISTORY
Team Lead Customer Success & Support @vub paperboy
vub paperboy is an all-in-one SaaS platform streamlining knowledge management for ministries, tax consultants, and legal firms- Lead a lean, cross-functional Customer Success & Support team, balancing operational delivery with retention-focused process design- Own and define core CS KPIs (ARR, NRR, CSAT, engagement, churn risk) and implement reporting to drive prioritization and performance improvement- Drive retention and churn risk reduction through proactive customer insights and value-focused conversations- Partner closely with Product, Sales, and IT to ensure customer feedback informs roadmap priorities and delivery decisions- Mentor and enable team members to deliver consistent, high-quality customer experiences with clear ownership and accountability
EDUCATION
CBS International Business School
Master's degree, Business Development Management
Hotelschool The Hague
Bachelor in Business Administration in Hospitality Management
SKILLS
ABOUT LARA BAECKERS
I’ve spent my career in customer-facing roles, and that experience has shaped how I think about Customer Success and leadership.Being close to customers teaches you quickly what actually matters. Trust. Clarity. Intuitive experiences. Value that shows up in day-to-day work. That’s why I see Customer Success as far more than a support function. When done well, it becomes a retention-first growth engine. Revenue is the result of strong retention, long-term relationships, and consistent value realization. Sustainable growth starts with keeping customers.How I lead matters just as much as what I deliver.I’m a positive, collaborative, relationship-oriented leader who believes in leading by example. I’m known for cheerleading teams, creating psychological safety, and helping people see their own potential before they fully see it themselves. I set a clear bar and care deeply about how people grow while reaching it.What I do best in practice Shorten time-to-value from months to weeks through focused onboarding and early value alignment Drive retention outcomes, including 90%+ renewal readiness and proactive churn risk reduction Define and operationalize core KPIs (ARR, NRR, CSAT, engagement, churn risk) to guide decisions Partner cross-functionally with Product, Sales, and IT so customer insights shape roadmap priorities Lead and enable lean, cross-functional CS & Support teams with clear ownership and psychological safetyFemale empowerment is a core part of how I show up at work. I believe in women owning their voices, taking up space, and stepping into their power. I’m committed to creating environments where women feel confident speaking up, leading authentically, and being visible.I’ve worked across industries where stakeholder management is essential. Hospitality taught me how to manage expectations and build trust under pressure. Today, I work in legal and tax tech, supporting the adoption of knowledge management platforms used by tax advisors, lawyers, and public authorities and government ministries.I care about long-term impact, strong relationships, and work that’s built to last for customers, teams, and the business.
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