Customer Success Manager

Cerrion AG; Zürich; On-site; CHF 110,000 - 150,000; Full time

Job summary

Cerrion AG in Zurich is seeking a Customer Success professional to ensure industrial customers realize sustained efficiency, quality, and process reliability using Cerrion’s AI-powered platform. You’ll guide customers from onboarding through value proof, expansion, and ongoing optimization, collaborating with founders, sales, and product leaders.

The role emphasizes data-driven problem solving, cross-functional collaboration, and regular visits to customer sites to drive adoption and growth

Qualifications

• 2–4 years in strategy/management consulting, CS or account management.
• Industrial domain understanding with manufacturing focus.
• Data fluency: dashboards, adoption metrics, and data-driven adjustments.
• Strong listening skills and ability to nurture executive and day-to-day relationships.
• Cross-functional collaboration with Sales, Product and Engineering.
• Clear written and verbal communication.
• Languages: English and German.
• Willing to travel regularly to customer sites.

Responsibilities

• Onboarding & adoption: own seamless onboarding and technical implementation for new customers; design success plans per factory goals.
• Value engineering, delivery and proof: define KPIs and deploy business cases; intervene if metrics trend wrong.
• Relationship management: develop trusted partnerships with plant managers and IT teams.
• Cross‑functional collaboration: work with Sales, Product and Engineering for feedback-to-product improvements.
• Site visits & training: visit factories for trainings and relationship deepening.
• Expansion identification: spot new use cases and multi-site opportunities for Sales follow-up.
• Process & playbooks: refine CS playbooks, health scores and reporting cadences.

Skills

Customer success

Account management

Data fluency

Cross-functional collaboration

English

German

Travel willingness

Job description

At Cerrion, we’re building the future of AI-enabled manufacturing. Headquartered in Zurich with more than $25M in funding from Creandum, Y Combinator and top Silicon Valley investors, we’re building the industrial AI platform to deploy AI Agents that can see what’s happening on the production floor, automatically spot problems, and instantly intervene to keep lines running smoothly, at scale. Our technology is live in factories across 18+ countries, helping leading manufacturers in glass, beverage, food, CPG, building materials, and wood cut downtime by up to 50%. We’ve reached an exciting inflection point, and we’re accelerating fast.

Your Mission

We’re looking for an A+ player to join our Customer Success Team in Zurich. Your goal is to ensure our industrial customers achieve sustained improvements in efficiency, quality and process reliability with Cerrion’s platform, from value engineer, to onboarding through proof‑of‑value, expansion and beyond. You’ll be part of an elite team, working closely with our founders, sales and product leaders to guide customers through implementation, monitor key metrics, and identify expansion opportunities. If you thrive on data‑driven problem solving, and want to help industrial leaders adopt cutting‑edge AI at scale, this role is for you.

Responsibilities

• Onboarding & adoption: Own seamless onboarding and technical implementation for new customers; design success plans tailored to each factory’s goals and drive fast time‑to‑value.
• Value engineering, delivery and proof: Define and monitor key deployment KPIs (e.g., downtime reduction, line throughput, defect rate) and create business cases that tell a clear value story. Intervene proactively if metrics don’t trend in the right direction.
• Relationship management: Develop trusted partnerships with plant managers, operations leaders and IT teams; act as their advocate inside Cerrion.
• Cross‑functional collaboration: Work hand‑in‑hand with Sales on handoffs and pipeline visibility; with Product and Engineering to translate customer feedback into product improvements; and with Customer Success peers to refine processes.
• Site visits & training: Regularly visit factories to conduct trainings, deepen relationships and ensure adoption and satisfaction across departments.
• Expansion identification: Spot new use cases and multi‑site opportunities based on metrics and customer feedback. Feed these to the Sales team for commercial follow‑up.
• Process & playbooks: Refine and scale existing CS playbooks, health‑scoring models and reporting cadences; contribute to our knowledge base and documentation, including developing templates and user guides to accelerate time‑to‑value for our clients.

Desired Skills & Experience

• Experience: 2–4 years in strategy/management consulting, customer success or account management, ideally within a startup or scale‑up environment.
• Industrial domain understanding: Enthusiasm for manufacturing and the ability to understand shop‑floor workflows, operations challenges and KPIs. At least 1–2 years working with industrial or manufacturing customers would be a strong plus.
• Data fluency: Comfortable building and interpreting dashboards, tracking adoption and value metrics, and adjusting approaches based on data.
• Customer discovery & relationship building: Strong skills in listening to customers, diagnosing pain points and nurturing executive and day‑to‑day user relationships across multiple departments.
• Cross‑functional mindset: Proven success collaborating with Sales, Product and Engineering teams; can translate feedback into clear requirements.
• Organisational & communication skills: Meticulous follow‑through, clear written and verbal communication, and the ability to present value to diverse stakeholders.
• Languages: Fluent in English and German.
• Travel: Willing to travel regularly to customer sites.

Why Cerrion

• Impact: Help shape the customer success function in a company transforming manufacturing with AI and scaling to become the global industrial AI leader.
• Growth: Join a motivated, cross‑functional team with a “best idea wins” culture and a clear path to growth both personally and professionally.
• Compensation: Competitive salary, meaningful equity package and comprehensive benefits.
• Work environment: Flat hierarchies, minimal bureaucracy, and a cool modern office in central Zurich.
• Culture: Work alongside AI PhDs, ex‑Googlers and serial entrepreneurs from around the world, with regular team events.

If you’re passionate about AI, driven by customer impact and ready to help factories become autonomous and efficient, we’d love to meet you.

Cerrion is an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. We are open to all groups of people without regard to age, color, national origin, race, religion, gender, sex, sexual orientation, gender identity and/or expression, marital status, or any other legally protected characteristics.