Customer Success Manager, FR speaking

FyrFly Venture Partners; Zürich; Vor Ort; CHF 95.000 - 125.000; Vollzeit

Benefits dieser Stelle

25 days of annual leave

Pension scheme with three options

Afterworks, team celebrations & Season

Equipment provided

Zusammenfassung

LumApps in Zürich is seeking a Customer Success Manager to own a portfolio of mid-market customers and drive adoption, renewal, and expansion post-implementation.

You will partner with clients to define success plans, track KPI's, and collaborate with Sales, Product, and Engineering to deliver value. Fluency in French and English is required, Swiss German is a plus. This role offers a collaborative, fast-paced environment with opportunities to influence product direction.

Qualifikationen

• Fluent in French and English; Swiss German is a plus.
• Strong curiosity & discovery: ask sharp questions, dig into root causes, and enjoy continuous learning.
• Excellent communication & active listening with the ability to explain complex concepts simply.
• Empathy: navigate difficult conversations constructively and set clear expectations.
• Business acumen: understand SaaS business drivers and 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: take initiative, be hands-on, and bring a proactive mindset.
• Results orientation: focus on adoption, retention, and customer outcomes with a solution-oriented approach.
• Organization & planning: manage a customer portfolio, prioritize time, and structure tasks effectively.
• Resourcefulness: be creative and pragmatic in finding answers, leveraging internal experts and tools.

Aufgaben

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

Kenntnisse

Fluent in French

Fluent in English

Swiss German handy

Discovery skills

Communication skills

Empathy

Business acumen

SaaS experience

Project management

Account management

Jobbeschreibung

Role Overview

As a Customer Success Manager, you will own and manage a portfolio of customers and be responsible for their overall success. Your portfolio will primarily consist of Mid‑Market companies, giving you the opportunity to engage with a variety of industries while learning and growing in your career at LumApps.

Responsibilities

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

Skills & Qualifications

• Fluent in French and English; Swiss German is a plus.
• Strong curiosity & discovery: ask sharp questions, dig into root causes, and enjoy continuous learning.
• Excellent communication & active listening with the ability to explain complex concepts simply.
• Empathy: navigate difficult conversations constructively and set clear expectations.
• Business acumen: understand SaaS business drivers and 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: take initiative, be hands‑on, and bring a proactive mindset.
• Results orientation: focus on adoption, retention, and customer outcomes with a solution‑oriented approach.
• Organization & planning: manage a customer portfolio, prioritize time, and structure tasks effectively.
• Resourcefulness: be creative and pragmatic in finding answers, leveraging internal experts and tools.

Bonus Points

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

Benefits

• 25 days of annual leave.
• Pension scheme with three options.
• Afterworks, team celebrations & seasonal parties.
• Equipment provided.

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.