Customer Success Director

Customer Success Director – Switzerland

Location:

Department:

Reports to:

About the Role

Customer Success Director

In this role, you will oversee the end-to-end customer lifecycle — from onboarding and adoption to retention and expansion. You will build and lead a high-performing Customer Success team, define scalable processes, and collaborate cross-functionally to deliver measurable business value and customer satisfaction.

This position is ideal for a visionary leader with deep expertise in customer success, strong operational excellence, and the ability to drive strategic growth and long-term relationships.

Key Responsibilities

• Lead and scale the

  Customer Success organization

  to ensure world-class client experience and retention.
• Develop and implement

  customer success strategies, frameworks, and KPIs

  aligned with business goals.
• Drive

  customer onboarding, engagement, and renewal

  processes to maximize adoption and satisfaction.
• Partner with

  Sales, Product, and Marketing

  to ensure a seamless customer journey.
• Build data-driven insights and reporting to measure customer health, churn, and growth opportunities.
• Identify and execute

  upselling and cross-selling

  strategies to drive revenue expansion.
• Foster a customer-centric culture across the organization.
• Represent the “Voice of the Customer” in strategic decision-making.
• Manage and mentor a team of Customer Success Managers, providing leadership and professional development.

Requirements

• Bachelor’s or Master’s degree in Business, Management, or a related field.
• 8–12 years of experience in

  Customer Success, Account Management, or Client Services

  , with at least 3–5 years in a leadership role.
• Proven track record of

  building and scaling customer success organizations

  .
• Strong experience in

  SaaS, B2B, or technology-driven environments

  .
• Excellent strategic thinking, communication, and leadership skills.
• Strong analytical mindset and experience with

  customer success tools

  (Salesforce, Gainsight, HubSpot, etc.).
• Fluent in

  English

  ;

  German and/or French

  is a strong advantage.
• Experience in

  Swiss or international markets

  preferred.

What We Offer

• Competitive Swiss salary and executive-level benefits package.
• Hybrid or fully remote working options.
• Opportunity to

  shape customer success strategy

  in a growing international organization.
• Collaborative, innovative, and customer-focused culture.
• Professional development and leadership growth opportunities.
• Direct impact on company growth and long-term client relationships.