Customer Success Manager - Enterprise Saas - UK & Switzerland

Job location, area: UK and Switzerland

Our client is a unique startup, an emerging leader in the data analytics Saas field for global B2C enterprise customers.

Job Overview
  • The Customer Success Manager is responsible for proactively driving all post-sales activities for customers.

Key Responsibilities

  • Drive customer adoption and success with products within a defined geographic region and/or set of customers.
  • Understand customer's overall use of products to ensure perceived value.
  • Understand customer's business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes.
  • Act as internal advocate across to ensure the appropriate resources are engaged to address specific product obstacles impeding customer's adoption.
  • Provide proactive Onboarding support to designated customers to ensure a positive customer experience and expedite time to value.
  • Promote customer participation in communities and utilization of chat/support mechanisms.
  • Drive renewal readiness efforts by documenting licensed technology, customer-owners, and usage status to share with virtual account team members as necessary for License Agreement renewal.
  • Understand and document adoption and relevance of all products for assigned accounts through Salesforce and ensure internal stakeholders (AE and SE) are aware of any limitations to adoption or risks to renewal.
  • Coordinate adoption-enhancing activities to mitigate any identified risk.
  • Build and maintain strong working relationships with colleagues in Sales, R&D, Engineering and Product Management teams to ensure synergy and cooperation in customer activities.
  • Identify product function opportunities to be shared with R&D for roadmap consideration.
  • Attend relevant conferences and events to ensure relevance in the marketplace and insight into what is going on in the marketplace.


  1. Bachelor's degree or global equivalent in business or SAAS related field
  2. Typically, 2 or more years of experience in the SAAS industry in a customer facing environment
  3. Ability to communicate effectively at all levels including senior management
  4. Experience in the Pharma, Biotech, Medical Devices, Healthcare, Consumer Goods, Food&Beverage or consumer luxury industries
  5. Experience in analytics or business intelligence - an advantage
  6. Ability to work within a fast-paced and dynamic environment
  7. Highly organized, detail-oriented, very analytical and able to manage and prioritize multiple tasks