Customer Success Lead (Remote from Switzerland)

At least 2 years of experience managing a team, with a focus on hiring, developing, and retaining top talent. Over 10 years of experience in Customer Success, Account Management, or related customer-facing roles, ideally with enterprise clients. Strong background in the tech industry, with expertise in automation and workflow solutions. Proven ability to collaborate cross-functionally with internal teams and external partners. Exceptional communication skills, with the ability to handle complex customer conversations and resolve conflicts constructively. Experience using data and performance metrics to drive decisions and improve team effectiveness. Bachelor's degree (preferably in a technical or engineering field).

Lead and develop a high-performing team of CSMs, focusing on customer retention, satisfaction, and value realization. Design and implement scalable processes, playbooks, and automations to optimize team performance and customer outcomes. Partner closely with Sales, Product, and Support teams to ensure a seamless customer experience. Use data and insights to track customer health, identify risks, and proactively address challenges. Establish strong communication channels within the team and across departments. Own territory planning and resource allocation. Advocate for customers internally, sharing feedback to improve the product and customer experience. Foster a positive team culture through mentorship, regular feedback, and career development opportunities.