Remotehey

Location: Zurich / Geneva / Basel, Switzerland (Hybrid or Remote Option)

Department: Customer Success / Client Experience / Operations

Employment Type: Full-time

Reports to: Chief Operating Officer (COO) / Chief Customer Officer (CCO)

We are seeking an experienced and visionary Customer Success Director to lead and scale our customer success organization across Switzerland and EMEA.

As a key member of the leadership team, you will be responsible for developing and executing customer success strategies that drive retention, expansion, and advocacy. You will oversee a team of Customer Success Managers, Partner Success Leads, and Onboarding Specialists — ensuring our clients achieve measurable value and long-term success through our products and services.

• Define and execute a comprehensive customer success strategy to drive adoption, retention, and growth.
• Lead, mentor, and scale a high-performing Customer Success team across multiple regions.
• Establish and monitor key performance indicators (KPIs) for customer satisfaction, NPS, churn, and lifetime value.
• Partner with Sales, Product, and Marketing teams to align customer feedback with business goals.
• Design and implement customer onboarding, training, and engagement frameworks.
• Develop and optimize renewal and upsell strategies to ensure sustainable growth.
• Act as a senior escalation point for complex client issues and key accounts.
• Represent the voice of the customer in executive decision-making and product innovation.
• Lead quarterly business reviews (QBRs) and client success presentations with strategic accounts.
• Drive a data-driven culture using CRM and analytics tools to forecast risk and opportunities.

• Bachelor’s or Master’s degree in Business, Marketing, or a related field.
• 8+ years of experience in Customer Success, Account Management, or Client Services, including at least 3 years in a leadership position.
• Proven success in SaaS, technology, or B2B enterprise environments.
• Strong leadership and team development capabilities.
• Deep understanding of customer lifecycle management and success metrics.
• Excellent communication, presentation, and negotiation skills.
• Strategic thinker with strong business acumen and customer empathy.
• Fluent in English; proficiency in German or French is a strong advantage.
• Experience with Salesforce, Gainsight, HubSpot, or similar CRM tools preferred.

• Competitive Swiss market salary and performance-based bonuses.
• Hybrid or remote working options within Switzerland.
• Opportunity to shape and lead a strategic Customer Success function.
• A dynamic, international environment focused on innovation and excellence.
• Access to leadership development programs and professional certifications.
• Supportive and inclusive culture that values customer passion and teamwork.