Manager, Customer Success in Zug

Overview As Manager, Customer Success, you will lead a team of Customer Success Managers to drive retention, outcomes, and healthy growth across enterprise customers. You’ll bridge frontline CSMs and senior leadership, coaching performance and managing risk and escalations. The role focuses on onboarding, renewal strategy, and proactive account management to scale customer value. You’ll work with cross‑functional partners to improve outcomes at scale in an AI‑ready platform environment. This is a hands‑on leadership role with a strong impact on customer health and revenue growth. Leistungen / Benefits 25 days annual leave Parental, family care, and bereavement leave Wellbeing, learning and development, and commuter allowance Home office setup budget Pension fund: contributions paid 60% by us and 40% by you Workation: up to 45 days per year Verantwortungsbereiche Lead, coach, and develop a team of Customer Success Managers Drive performance management and development conversations Assist in hiring, onboarding, and ramping new team members Foster a culture of accountability and diverse perspectives Maintain predictable management cadence with pipeline, renewal, and account reviews Oversee onboarding to accelerate time-to-value and adoption Drive multi-year renewal strategy and optimize commercial terms Guide CSMs through complex customer situations, including executive discussions and risk recovery Serve as initial escalation manager and ensure clear communication with customers Monitor key metrics (forecasting, churn, expansion, capacity) and conduct KPI deep dives Partner with leadership to improve reporting, planning, and decision-making across CS Collaborate with enablement, sales, support, product, and other stakeholders Zentrale Anforderungen 3–4 years of people management experience in Customer Success or related post-sale role in SaaS Based in St. Gallen area or willing to relocate; office presence ~2 days/week Strong track record in performance management and accountability Comfort with ambiguity and data-driven prioritization Experience managing customer risk, escalations, and complex stakeholder situations Highly organized with ability to create structure and consistency Strategic mindset balancing customer experience with revenue growth Excellent communicator with trust-building across customers and stakeholders Comfort using AI tools to improve productivity and decisions Proficient in German and English (B2-C2) leadership and people development clear communication and stakeholder management adaptability and resilience data-driven decision making performance management metrics (forecast, churn, expansion) risk management and escalation handling