Head of Customer Success

About the role

We are seeking a strategic and hands‑on Head of Customer Success to build and scale a world‑class customer experience function for a fast‑growing technology company based in Switzerland. This senior role will redefine how customers receive value, moving beyond traditional support toward a growth‑focused partnership model.

Key responsibilities

• Design and implement a scalable customer success operating model, including segmentation, coverage strategies, account planning, health indicators, renewal workflows and customer programs.
• Lead, coach and develop a high‑performing customer success team, establishing clear expectations and a culture of ownership.
• Manage strategic customer relationships, ensuring clear objectives, adoption plans, stakeholder alignment, risk visibility and growth opportunities.
• Collaborate closely with product, engineering, sales, support and advisory teams to improve customer outcomes.
• Translate recurring challenges into reusable resources such as playbooks, training materials and documentation.
• Define and improve metrics related to adoption, health, retention, expansion and overall business impact.

Required profile

• 8+ years of experience in Customer Success, Account Management, Customer Growth, Strategic Consulting or a related leadership role.
• Proven ability to combine commercial thinking, technical curiosity and operational excellence.
• Strong leadership skills with experience building and scaling teams in a fast‑moving technology environment.

Required skills