German-Speaking CSM: Adoption & Retention

Finastra; Baden; Hybrid; CHF 110,000 - 140,000; Full time

Benefits offered by this job

Unlimited vacation

Hybrid working arrangements

Employee Assistance Program

Medical, life and disability insurance

Retirement plans

Volunteer time off

Job summary

Finastra, Baden, Switzerland, seeks a German-speaking Customer Success Manager to drive adoption, value realization, and long-term retention of our financial services software solutions.

You will partner with Account Executives across presales to lifecycle, own customer success from the point of sale, and lead customer success plans while coordinating with Sales, Support, Services, and Product to ensure measurable outcomes and a positive customer experience.

Qualifications

• Experience in a customer-facing role (consulting, customer support, or account management).
• Ability to develop and execute Customer Success Plans with measurable outcomes (e.g., NPS results, retention).
• Strong communication, presentation, and interpersonal skills with the ability to influence stakeholders.
• Customer-centric mindset with a passion for delivering excellence and driving customer value.

Responsibilities

• Deliver Finastra’s success strategy aligned with the success framework and coverage model.
• Build partnerships across Sales, Support, Services, and Product for a seamless customer experience.
• Lead proactive customer engagement from point of sale and maintain cadence throughout the journey.
• Develop Customer Success Plans that connect customer goals with Finastra’s value propositions; track adoption and value realization.
• Coordinate internal teams to maximize customer value, share feedback, and highlight success stories.
• Partner with Services and Customer Support to ensure proper training and utilization of resources.
• Identify cross-sell and up-sell opportunities and collaborate with Sales to progress them.
• Identify risks within accounts and coordinate escalation resolution with internal stakeholders.
• Track and report on adoption, usage, and customer health metrics.
• Maintain strong customer relationships built on credibility and delivery of value.

Skills

Customer-facing experience

Customer Success Plans

Communication skills

Influence & negotiation

Autonomy & accountability

Root-cause problem solving

Reporting skills

Commercial acumen

German fluency

Job description

Finastra, Baden, Switzerland, seeks a German-speaking Customer Success Manager to drive adoption, value realization, and long-term retention of our financial services software solutions.

You will partner with Account Executives across presales to lifecycle, own customer success from the point of sale, and lead customer success plans while coordinating with Sales, Support, Services, and Product to ensure measurable outcomes and a positive customer experience.