Customer Success Manager – Digital (Switzerland & Austria)

About the role

As a Customer Success Manager – Digital you will own the performance of automated lifecycle programmes for our digital customer segment, driving adoption, retention and growth across Switzerland and Austria. You will be accountable for segment gross revenue retention (GRR) and contribute to net revenue retention (NRR) through data‑driven, scalable customer journeys.

Key responsibilities

• Design, launch and continuously improve digital journeys covering onboarding, adoption, renewal and upsell, with clear objectives and triggers.
• Create customer communications, educational campaigns and self‑service content in collaboration with Marketing, Product, Support and partners.
• Implement CRM workflows, improve contact and contract data, and connect customer signals to actionable triggers.
• Own a repeatable digital renewal process, monitor risk, and manage targeted human interventions.
• Identify growth signals and route qualified upsell and cross‑sell opportunities to Sales, while maintaining renewal forecasts and dashboards.

Required profile

• Minimum 3 years of experience in digital customer success, customer operations or SaaS lifecycle marketing.
• Hands‑on experience building customer campaigns, CRM workflows or automated lifecycle programmes with measurable results.
• Commercial mindset linking engagement to retention, renewals and growth.
• Strong analytical skills and confidence using customer, contract and engagement data.
• Fluent in English and (Swiss) German.

Required skills

• HubSpot
• Power BI

What we offer

• Hybrid work model with the possibility to work remotely from almost anywhere.
• 30 vacation days, flexible hours and additional days for personal development.
• Paid Social Day for community involvement.
• Career framework supporting professional and personal growth.