Head of Customer Care & Success – Switzerland

OneDoc; Genf; Ibrido; CHF 150.000 - 210.000; Tempo pieno

Vantaggi offerti da questo lavoro

5 weeks vacation

Flexible hybrid

Team events

Annual offsite

Strong team culture

Descrizione del lavoro

OneDoc, the leading Swiss healthcare platform, seeks a Head of Customer Care to own the customer journey post-sale and unite Customer Success and Support. You will lead onboarding, retention, and growth for Switzerland, coordinating with Sales and Product, and managing teams across doctors, therapists, and facilities.

The role requires a senior, data-driven leader fluent in French and English, based in Geneva or Zurich with strong cross-functional collaboration skills.

Competenze

• Bachelor’s or Master’s degree in Business Administration, Customer Experience, Healthcare Management, or related field.
• Minimum five years in a comparable Customer Care, Customer Success, or Customer Support leadership role with people management.
• Strong track record in customer retention, churn reduction, onboarding, service quality, and account expansion.
• Experienced in leading multidisciplinary teams, setting objectives, coaching, and developing processes.
• Customer-centric, data-driven leader comfortable working cross-functionally with Sales, Product, Engineering and leadership.
• Experience in SaaS, healthtech, or Swiss healthcare sector is a strong advantage.
• Fluent in French and English; German or Swiss German is a plus.

Mansioni

• Own the Customer Care strategy for Switzerland, including KPIs and team structure.
• Lead Customer Success: onboarding, adoption, retention, churn reduction, upsell and expansion.
• Lead Customer Support: daily ticket handling, quality, response times, and performance.
• Own the customer lifecycle from go-live to long-term success and advocacy.
• Be accountable for health and development of Customer Success and Support teams in Switzerland.

Conoscenze

Customer leadership

Retention expertise

Onboarding process

Cross-functional

Data-driven

SaaS healthtech

French & English

Formazione

Bachelor's or Master's degree

Descrizione del lavoro

OneDoc, the leading Swiss healthcare platform, seeks a Head of Customer Care to own the customer journey post-sale and unite Customer Success and Support. You will lead onboarding, retention, and growth for Switzerland, coordinating with Sales and Product, and managing teams across doctors, therapists, and facilities.

The role requires a senior, data-driven leader fluent in French and English, based in Geneva or Zurich with strong cross-functional collaboration skills.