Customer Success Manager – B2B SaaS

About the role

Threema is looking for a Customer Success Manager to nurture relationships with its B2B clients. You will act as the main point of contact for international business customers, ensuring their satisfaction throughout the contract lifecycle and helping them achieve their goals with our secure messenger platform.

Key responsibilities

• Independently manage international business customers via video calls, email, and phone.
• Drive customer satisfaction from onboarding through renewal, organizing regular Business Reviews and surveys.
• Coordinate first‑ and second‑level technical support, ensuring timely resolution and clear communication.
• Log and process inquiries in the ticketing system and prepare KPI reports.
• Plan and deliver webinars, product demos, and onboarding sessions.
• Gather insights from customer interactions for Product Management and Engineering.
• Maintain the knowledge base and create FAQs.

Required profile

• Commercial background with IT knowledge or a related technical degree.
• At least 3 years of experience in software or SaaS environments.
• Fluent in German, English and French; additional languages a plus.
• Previous experience in technical support for SaaS or software products.
• Strong customer‑first mindset, solution‑oriented and proactive.
• Comfortable using iOS and Android devices and working independently.
• Team player who values security and privacy.

Required skills

• iOS
• Android
• Ticketing system
• KPI reporting
• Data analysis
• SaaS

What we offer

• Young, motivated team with transparent communication.
• Flexible working hours and hybrid remote options (up to two days per week, plus two weeks per year from anywhere).
• Choice of hardware (macOS or Linux).
• Public‑transport discount or parking with electric‑car charging.
• Free fitness room, monthly professional massage, and internal language courses.
• Great coffee machine, regular company events, and the chance to protect millions of users' privacy.