Customer Success Manager – E‑commerce (Switzerland)

About the role

We are looking for a Customer Success professional to lead the end‑to‑end customer journey for a fast‑growing e‑commerce business in Switzerland. The role combines operations, client experience and business growth, and will be performed in a remote‑first environment.

Key responsibilities

• Own and execute the customer experience strategy, driving satisfaction, retention and operational excellence.
• Design and scale customer success processes, KPIs and workflows aligned with growth targets.
• Lead, mentor and coordinate distributed support, after‑sales and service teams.
• Support consultative sales via email, SMS, social media and other digital channels.
• Oversee quote generation, invoicing and order coordination using Shopify and QuickBooks.
• Manage onboarding, equipment setup and communication with technical installation partners.
• Handle product usage, logistics, damage, return and service inquiries.
• Collaborate with logistics and operations to resolve delivery issues and implement process improvements.

Required profile

• Minimum 5 years in customer success, customer operations or client‑facing operational roles.
• At least 2 years of leadership or team‑management experience.
• Strong background in e‑commerce operations and customer lifecycle management.
• Excellent written and verbal communication with high attention to detail.
• Analytical, problem‑solving mindset with ability to manage multiple priorities.

Required skills

• Shopify
• QuickBooks