Customer Success Manager, FR speaking

LumApps; Zürich; Vor Ort; CHF 80.000 - 100.000; Vollzeit

Benefits dieser Stelle

25 days of annual leave

Pension Scheme Plan

Afterworks and team celebrations

Zusammenfassung

LumApps is seeking a Customer Success Manager based in Zürich, Switzerland, to manage a portfolio of Mid Market customers. This role involves collaborating with clients to understand their strategic goals and ensuring their overall success by driving adoption and satisfaction.

Ideal candidates are fluent in French and English, possess strong business acumen, and are passionate about helping customers achieve value from LumApps products. The position offers benefits including 25 days of annual leave, a pension scheme with options, and team celebrations.

Qualifikationen

• Experience in Customer Success, Consulting, Project, or Account Management in a SaaS environment.
• Curiosity and technical understanding are essential for success.

Aufgaben

• Partner with customers to understand their strategic goals and desired outcomes.
• Build and execute on a success plan and key performance indicators.
• Manage a portfolio of customers post-implementation, focusing on retention and satisfaction.

Kenntnisse

Fluent in French

Fluent in English

Swiss German

Customer Success Experience

Communication Skills

Empathy

Business Acumen

Drive

Organization & Planning

Jobbeschreibung

As a Customer Success Manager, you will own and manage a portfolio of customers and be responsible for their overall success. Your portfolio of customers will be mostly composed of Mid Market companies (MM), giving you the opportunity to learn from a reasonable number of customers in many different industries as you start your career at LumApps. You will have at your disposal state‑of‑the‑art technology and playbooks that will help you determine which customers to prioritize for maximum impact. As an ideal candidate you’re resourceful and persuasive, effectively showing customers how to get more value from LumApps, Beekeeper and Comeen.

Missions

• Partner with customers to understand their strategic goals, priorities, and desired business outcomes.
• Work with them to build and execute on a success plan and key performance indicators.
• Manage a portfolio of customers post implementation, focusing on growing adoption, ensuring retention, expansion and satisfaction.
• Be the voice of your customers.
• Leverage our data on customers in your portfolio to determine which customers to prioritize and proactively reach out to address their issues.
• Interact and engage with customers on all levels (incl. VPs and Directors) and different personas (Comms, HR, IT, Operations, Frontline).
• Work closely with your Account Manager counterpart to develop a joint success plan for your customers and identify expansion opportunities.
• Drive accountability for deliverables internally and among customer teams to create a sense of ownership and get things done.
• Collaborate cross‑functionally with Sales, Product, Engineering, Marketing, and Operations to address your customers’ needs.

Skills

• Language skills: Fluent in French and English are a must; Swiss German is a strong plus.
• Curiosity & Discovery: You ask sharp questions, dig into root causes, and enjoy understanding the customer’s context, goals, and constraints. You bring technical curiosity and are eager to continuously learn.
• Communication & Active Listening: You communicate clearly with different stakeholders, actively listen, and can explain complex concepts simply. You translate information and data into actionable insights and next steps.
• Empathy: You understand customer needs and emotions, navigate tough conversations constructively, handle difficult situations, and set expectations with clarity and respect.
• Business Acumen: You understand SaaS business drivers and can connect customer priorities with outcomes, value, and ROI. Experience in Customer Success, Consulting, Project Management, or Account Management in a SaaS environment is a strong plus.
• Drive: You take initiative, are hands‑on, and bring a proactive “frontline‑first” mentality. You’re energized by helping customers and colleagues succeed.
• Results Orientation: You stay focused on impact; driving adoption, retention, and customer outcomes. You’re solution‑oriented and committed to resolving complex issues end‑to‑end.
• Organization & Planning: You are highly organized and structured, able to manage a customer portfolio, plan effectively, and prioritize time based on customer needs, business goals, and opportunities.
• Resourcefulness: You’re creative and pragmatic in finding answers—leveraging internal experts, documentation, and tools to move things forward efficiently (including first experience using AI tools to accelerate your work).

Bonus Points

• Experience in change‑and project management
• Experience with discovery and questioning techniques
• Technical understanding of SaaS landscape
• Basic technical understanding of integrations / APIs
• Experience in conducting in‑person or online workshops

Benefits

• 25 days of annual leave
• Pension Scheme Plan with 3 options to choose from
• Afterworks, team celebrations & seasonal parties
• Equipment

We aim to celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds, identities, and experiences.