Years in CX transformation taught Stephen where AI genuinely improves the customer experience and where it’s only a nice add-on. Guidnce is what he built from that.
Toon Lybaert
co-founder
A decade in AI, from consulting at Accenture to co-founding Reimagine, plus a seat on the EU Focus Group on AI, and a lectureship at EHSAL Management School. Toon knows what AI can do, and as importantly, what it can't yet.
Niko Deflem
CTO & co-founder
Niko built customer-data platforms at Lloyds Banking Group, BNP Paribas Fortis, and Selligent before co-founding Guidnce. He owns the architecture, and the reason it holds up under compliance review.
The hardest conversations still belong to people.+-
AI can handle the routine. The moments that matter still need judgment, empathy and experience.
You can’t improve what you can’t see.+-
A handful of conversations tells you very little. Patterns appear when you see every conversation.
The symptom isn’t the cause.+-
A bad interaction isn’t always an agent problem. The right fix starts with finding the real cause.
A change isn’t an improvement until you can prove the result.+-
If you can’t measure the change, you don’t know if it worked.
It’s still early. That’s the point.
The contact center industry runs on incomplete data and good intentions. We're changing that. And the people who join now are the ones who get to decide how.
We're based in Belgium, with the Netherlands as our first international market. Most roles are Brussels-based or remote within the region.
Product Operations & UX SpecialistBrussels+-
Do you love building great products?
What this role is
You'll be the bridge between our customers, the product team and engineering. You translate user needs into clear product requirements and turn them into intuitive UX designs. Together with the Chief of Product, you form the core of our product development and make sure the roadmap gets executed well.
Customer focus
Organize and facilitate workshops with clients and prospects to gather requirements
Listen actively and ask the right questions to find the real customer problems
Help onboard new customers and follow up on their first experiences
UX and requirements
Translate functional and non-functional requirements into wireframes and mockups in Figma
Create and iterate on UX designs with clients and the team
Document requirements, flows and decisions clearly
Product development
Shape and track the roadmap with the Chief of Product, from strategic direction to execution
Communicate requirements and designs to the engineering team
Coordinate user acceptance testing with clients and internal testers
Product operations
Manage product documentation and internal knowledge sharing
Keep communication smooth between customers, support, sales and development
Keep improving processes and feedback cycles within product development
What we're looking for
1-4 years as a Product Owner, UX Designer, Business Analyst or in Customer Success, in SaaS
You can analyze customer needs and translate them into clear product solutions
Experience with Figma or similar UX tools
Excellent communication skills, spoken and written
Organized, proactive and hands-on
Comfortable in a fast-changing environment and taking initiative
You bring structure where it's needed without losing speed
Experience with Jira, Confluence or similar tools is a plus
Technical affinity is a plus
Fluent in English, plus Dutch and/or French
What you get
A young, fast-growing SaaS company with ambition
Close collaboration with the Chief of Product and real impact on product strategy
Do you enjoy building scalable data platforms and cloud infrastructure that power real products?
What this role is
You'll help design, build and scale the technical backbone of Guidnce, our growing B2B SaaS platform. You play a key role in shaping our data and cloud architecture and keep it reliable, scalable and fast as we grow.
What you'll be doing
Design, build and maintain cloud-native data infrastructure
Develop and optimize data pipelines (ETL / ELT)
Work with large datasets and support analytics and product use cases
Manage and scale our Azure cloud infrastructure
Ensure data quality, security, monitoring and performance
Work closely with product and engineering on architecture and roadmap decisions
What we're looking for
2-5 years of experience as a Data Engineer, Cloud Engineer or in a similar role
You're comfortable working with Azure
Strong experience with SQL and Python
You enjoy building things from scratch and taking ownership in a startup
You're proactive, solution-oriented and not afraid to make technical decisions
You communicate clearly and work well in cross-functional teams
Bonus points
Experience with tools like Airbyte, Airflow and WorkOS
Familiarity with Docker, Terraform or other Infrastructure as Code
Experience in a startup or scale-up
Knowledge of analytics, data warehousing or real-time data processing
Interest in SaaS products and data-driven decision making
What you get
A young, fast-growing SaaS company with ambition
Close collaboration with the CTO and real impact on how we build the product
You'll help our users get the most out of our product and grow with us for the long run. As the voice of our customers, you're a key player in retention, satisfaction and growth.
What you'll be doing
Onboard new customers and make sure they get a smooth, value-driven start
Build strong relationships with users and stakeholders through check-ins, QBRs and friendly support
Proactively identify risks and opportunities across the customer lifecycle
Create and improve help content, guides and training materials
Gather and share customer feedback with the product and sales teams
Support upsell and renewal conversations together with Sales
What we're looking for
2-6 years in customer success, account management or client-facing roles, ideally in B2B SaaS
You're an excellent communicator, clear, friendly and good at building trust
You're organized, solution-oriented and thrive in a fast-paced environment
You enjoy diving into product features and helping others get the most out of them
You speak and write fluent Dutch and French
Bonus points
Experience in a startup or scale-up
Familiarity with tools like HubSpot, Notion or Confluence
Interest in customer experience, onboarding and retention strategies
You've worked with or supported contact center or operations teams
We already work with leading companies in Belgium and the Netherlands, and we're assessing the Nordics and the UK as next markets. As Country Lead, the Netherlands is yours: you carry the number, close the deals and decide how we win there. There's no playbook waiting for you. You write it. Prove out the Netherlands and you're well placed to shape whichever market we open next.
What you'll be doing
Own the full sales cycle, from first conversation to signed contract, on your own leads and those from our BDR/GTM team
Sell to key decision-makers (CEO, COO, Contact Center Manager, CX Manager) and steer complex deals across internal teams, procurement, legal and IT
Run a consultative process that ties the customer's CX challenges to real business value
Be the face of Guidnce in the Netherlands and build the relationships that make us the obvious partner
Shape our Dutch go-to-market as you learn what works
What we're looking for
Native or fluent Dutch, comfortable in English, with a proven track record in complex, consultative enterprise B2B SaaS sales
Experience with long sales cycles and moving several stakeholders forward at once
Commercially sharp, curious about your customer's problems, and you don't need micromanagement
You'd rather build a market than inherit one
What you get
Full ownership of the Dutch market in a young, fast-growing SaaS company
A direct line to the CEO and CCO, and real influence over how we sell
Flexible hours and hybrid or remote work
Competitive salary and benefits
A clear path to a broader regional role as we expand
A team that likes each other, and the events to prove it
Do you love building a sales engine from the ground up, and stepping into the ring yourself?
What this role is
We work with leading companies in Belgium and the Netherlands and want to grow fast toward the Nordics and the UK. You'll help build our commercial engine. Those markets are the starting point, and where it ends is partly up to you. We're after someone who can build the machine and run it themselves.
What you'll be doing
Build and own our outreach engine: sequences, tooling, data and automations
Run targeted, ABM-style campaigns against a focused list of high-value enterprise accounts
Prospect yourself through calls, LinkedIn, email and events
Map the buying committee in large organizations and build relationships across stakeholders with the Account Managers
Work closely with the founders to sharpen our ICP, messaging and go-to-market
Run experiments, measure them, report on what works and turn it into repeatable playbooks
What we're looking for
Native or fluent Dutch, comfortable in English, with experience in enterprise B2B sales or GTM, ideally in SaaS
You've built a pipeline from scratch and know what good outreach looks like
Technical and systems-minded: as comfortable in a spreadsheet or Clay as in a sales conversation
You thrive in ambiguity and don't need a manual or micromanagement
Patient and resilient: enterprise cycles are long and the wins are big
What you get
A young, fast-growing SaaS company with ambition
Close collaboration with the CCO and real impact on how we sell
