Remotehey

Location: Zurich / Geneva / Basel / Lausanne, Switzerland (Hybrid or On-site)

Department: Customer Success / Client Services / Account Management

Employment Type: Full-time

Reports to: VP of Customer Success / Chief Customer Officer

We are seeking a strategic and results-driven Customer Success Director to lead our customer success function in Switzerland.

In this role, you will be responsible for driving customer satisfaction, retention, and growth, managing a high-performing team, and ensuring our clients achieve maximum value from our products and services. The ideal candidate combines leadership experience, strategic thinking, and a deep understanding of customer success best practices.

• Lead, mentor, and develop the Customer Success team to deliver exceptional client experiences.
• Define and implement customer success strategies, processes, and KPIs to drive retention and expansion.
• Build strong relationships with key clients, understanding their business objectives and ensuring alignment with our solutions.
• Collaborate with Sales, Product, and Marketing teams to ensure a seamless customer journey.
• Monitor customer health metrics, adoption rates, and satisfaction scores, and take proactive actions to address risks.
• Develop renewal and upsell strategies to maximize account growth and revenue.
• Provide strategic guidance and consultative support to clients to help them achieve their business goals.
• Implement tools and platforms to enhance customer success operations and reporting.
• Advocate for the customer internally, providing feedback to Product, Engineering, and Marketing teams.
• Drive a culture of customer-centricity across the organization.

• Bachelor’s or Master’s degree in Business, Marketing, or related field. MBA is a plus.
• 8–12 years of experience in Customer Success, Account Management, or Client Services, including at least 3 years in a leadership role.
• Proven track record of managing high-performing customer success teams.
• Strong understanding of customer success metrics, retention strategies, and account growth.
• Experience with CRM and customer success platforms (Salesforce, Gainsight, HubSpot, or similar).
• Excellent strategic thinking, communication, and interpersonal skills.
• Ability to analyze data to drive decisions and demonstrate ROI for customer success initiatives.
• Fluent in English; German or French is a strong advantage.
• Strong leadership, coaching, and team development skills.

• Competitive Swiss market salary and performance-based bonus.
• Hybrid working flexibility (office + remote).
• Opportunity to lead a high-impact customer success function and shape customer strategy.
• Access to advanced tools, training, and professional development.
• Collaborative, innovation-driven, and customer-focused work culture.
• Career growth opportunities into senior leadership or executive roles.