At a glance

The Customer Success Manager (CSM) role provides a unique opportunity to join a leading and fast-growing company at the centre of one of the most important and exciting business topics at the moment – Customer Experience and Voice of the Customer.

As a CSM, you will be responsible for ensuring that our customers successfully adopt the Software as a Service (SaaS) sandsiv+ solution & services with a positive and business-relevant experience. You will guide our customers throughout their entire journey with SANDSIV, thus playing a key role in driving growth for SANDSIV through retention, renewals, expansion and happy customers.

Your primary goal? To ensure that our customers harness the full potential and adoption of their Voice of the Customer initiatives through our solution. With your guidance and support, they’ll not only navigate the platform effortlessly but also integrate it seamlessly into their operations.

As a vital member in our organisation, you’ll be integral to internal strategic projects, refining and enhancing our product & service offerings. We foster a culture of proactive innovation, empowering you to spearhead improvement initiatives and shape the future of our company. You’ll also serve as the linchpin of customer satisfaction, ensuring that every interaction with our technology reflects our dedication to excellence.

Are you ready to redefine the standard for customer success in today’s digital landscape? Join us and be the driving force behind transformation, where every success story is a testament to the power of technology to make a meaningful difference.

Responsibilities

• Interact with customer stakeholders of all levels (VPs, Directors, Customer Experience responsibles, Project managers, IT responsibles).
• Help customers achieve their strategic goals, initiative objectives, priorities, and desired business outcomes using SANDSIV product & services.
• Support customers during all phases of the customer journey, including delivering the project implementation deliverables, onboarding, training and post-production support.
• Support the CS Team in creating and maintaining onboarding materials (documentation, educational modules, implementation schemes, etc.)
• Share best practices to improve the adoption of SANDIV technology in customers’ CX initiatives and objectives.
• Partner with Sales to identify upsell opportunities and growth within your customer portfolio.
• Work actively with customers and internal stakeholders to continuously improve the SANDSIV customer experience.
• Collaborate cross-functionally with Product development, Engineering, Marketing and Sales.
• Prevent churn and drive new business growth through greater customer advocacy.

What we offer

• A high level of responsibility from day one in a dynamic working start- up style environment
• Dive into the exciting world of Customer Experience (CX) – learn about data analytics, generative AI and natural language processing using sandsiv+ technology
• Flat hierarchies and direct communication with management
• A highly committed and very international team with a common vision
• Team building events in Zurich and/or Valencia
• Fixed salary + performance-related incentive plan
• Ongoing training and certifications on CX
• Work in a hybrid/fully remote environment (with an office in the heart of the dynamic tech scene in Zurich)

Who We Are Looking For

• 2+ years of relevant work experience in an enterprise SaaS as Customer Success with the ability to forge relationships with users, decision makers, and influential stakeholders
• Fluency in written and spoken English, every additional language is a plus (German/Spanish preferred)
• Ability to drive customer success and align within complex organisational structures
• You are building trust and communicating effectively with a broad range of stakeholders, including the customer experience responsible, department leads and day-to-day sandsiv+ user
• A highly responsive and customer centric approach
• Organizational skills and a structured working approach, ability to deal with several different activities in parallel
• Strong organisational & project management skills
• Excellent written / verbal communication and presentation skills

Expected Attitude

• A passionate personality with a high level of ownership who loves to identify, understand and solve customer problems & pain points
• Strong relationship skills, technical curiosity & flair
• Ability to manage difficult project situations, complex problems & customer expectations in an efficient manner
• A personality free from the “not my job” mindset and the “delegation” attitude
• Questioning attitude, open to change, and testing new ideas – don’t be afraid to ask WHY

Ways to stand out

• Technical understanding of the SaaS landscape (DB/DWH, SaaS Integrations, etc.)
• Basic knowledge of RestFul APIs, various data infrastructures, compliance standards, etc.
• Experience in conducting in-person or online workshops
• CX/VOC tool experience (Qualtrics, Medalia, InMoment, etc.)
• Experience using CRMs (i.e. Hubspot)

If you are interested, we look forward to receiving your detailed application including your salary expectations and earliest possible starting date.