Junior Customer Success Manager- Fidectus (m/f/d)

enmacc; Zürich; Hybrid; CHF 65.000 - 95.000; Vollzeit

Benefits dieser Stelle

Swiss pension

25 days leave

Hybrid Zürich office

European travel

Team events

AI-first environment

Zusammenfassung

Fidectus, in collaboration with enmacc, is seeking a Junior Customer Success Manager to guide customers from onboarding through renewal, ensuring they fully leverage the platform in energy trading.

You will manage onboarding end-to-end, support tickets via HubSpot, and drive adoption by aligning platform capabilities with each customer's business goals, while coordinating with Sales, Product, and Engineering teams.

Qualifikationen

• 1–3 years of experience in consulting, Customer Success, or account management in a B2B SaaS environment.
• A background in energy or energy trading is a plus.
• An exceptional communicator able to translate complex topics for diverse stakeholders.

Aufgaben

• Serve as the primary point of contact for accounts during onboarding and beyond; build trust-based relationships from day one.
• Plan and run onboarding end-to-end: setup, training, go-live prep, and adoption support.
• Manage support queue via HubSpot; triage, resolve, and communicate on inbound tickets within SLA.
• Own account portfolio post go-live; conduct check-ins, business reviews, and adoption conversations.
• Drive product adoption by communicating new features and connecting platform capabilities to business goals.
• Identify upsell and cross-sell opportunities and hand them to Sales with context.
• Be the voice of customers; provide structured feedback to Product and Engineering.
• Develop and maintain training materials and documentation to help customers realize value.

Kenntnisse

exceptional communicator

customer-centric

structured and hands-on

proactive problem-solver

self-driven and adaptable

Fluent in English and German

Ausbildung

University degree or comparable knowledge

Tools

HubSpot

Jobbeschreibung

Founded in 2016 and headquartered in Munich, enmacc is a high growth scale-up with a diverse team of over 100 professionals. We’re passionate about energy, technology, and building something that makes a real impact. If you are looking for an entrepreneurial environment where your work directly contributes to a more sustainable and digital energy future.

Your mission:

As a Junior Customer Success Manager at Fidectus, you serve as the primary point of contact, ensuring customers fully leverage the platform from onboarding through renewal and growth. This hands‑on, customer‑centric role requires building trust, managing the full customer lifecycle, handling day‑to‑day support, and collaborating cross‑functionally to drive product adoption. You will proactively manage risks, elevate issues, and continuously improve the service experience to help clients succeed in the energy trading industry.

Your Responsibilities:

• Serve as the primary point of contact for your accounts during onboarding and beyond: understand their needs, align on expectations, and build trust‑based relationships from day one.
• Plan and run onboarding end‑to‑end: account setup, training sessions, go‑live preparation, and adoption support, adapting your approach to each customer’s technical maturity and business context.
• Manage your support queue via HubSpot: triage, resolve, and communicate on inbound tickets within SLA, escalating bugs and feature requests to Engineering and Product with clear context.
• Own your account portfolio post go‑live: run regular check‑ins, business reviews, and product adoption conversations, proactively surface risks, and support renewals with usage evidence and commercial input.
• Drive product adoption by communicating new features and connecting platform capabilities to each customer’s business goals.
• Identify upsell and cross‑sell opportunities within your accounts and hand them to Sales with clear context and an account plan.
• Be the voice of your customers internally: bring structured feedback on product gaps and pain points to Product and Engineering.
• Develop and maintain training materials and documentation that help customers get to value faster.

Your profile

• 1–3 years of experience in consulting, Customer Success, or account management in a B2B SaaS environment, ideally including a start‑up or scale‑up phase. A background in energy or energy trading is a plus.
• An exceptional communicator: able to translate complex topics into clear language and engage confidently from operational teams to senior stakeholders.
• Genuinely customer‑centric: you align your work with the customer’s long‑term goals and take ownership of the experience you deliver.
• Structured and hands‑on: you can manage multiple onboarding engagements and a support queue in parallel without dropping the ball.
• Proactive problem‑solver: you anticipate issues early and communicate risks clearly — customers rarely need to chase you.
• Self‑driven and adaptable: you thrive in a fast‑moving, high‑autonomy environment.
• University degree or comparable knowledge from practical experience.
• Fluent in English and German.

Who exceeds in this role

• Customer‑centric focus: project outcomes and account engagement consistently align with the customer’s long‑term success, not just the immediate deliverable.
• Proactive problem solving: potential issues are identified and addressed before they reach the customer, keeping relationships strong and escalations rare.
• Exceptional communication and trust‑building: customers feel heard, well‑informed, and confident in Fidectus as their partner.
• Adaptability and ownership: changes in scope or customer needs are absorbed with resilience, and accountability for the outcome never wavers.
• Continuous improvement mindset: learnings from each onboarding and engagement are fed back into how the team works, making Fidectus better for the next customer.

What you’ll get:

• Swiss pension (BVG / 2nd pillar) per Fidectus standard.
• 25 days annual leave.
• Hybrid working from our Zürich office.
• Regular travel opportunities across European energy markets, including customer visits, industry conferences and partner events.
• Team events and company‑wide meetups with Fidectus and the wider enmacc Group.
• Direct exposure to senior industry stakeholders across Europe’s energy trading ecosystem.
• A front‑row seat in a category‑defining company transforming post‑trade operations in the energy market.

Our offer

• Competitive compensation package, including 28 days of annual leave.
• Entrepreneurial, impact‑driven culture with flat hierarchies and high autonomy.
• Hybrid & Workation flexibility that balances office connection with the freedom to work from home or abroad.
• €2,000 annual L&D budget plus 5 dedicated \"Level Up\" days to fuel your growth (for all full‑time employees).
• Commute & Wellness support, including fully covered gym memberships and paid transportation for office days.
• Inclusive, international team that celebrates diversity and offers language classes to help you settle in.
• AI‑first environment where you’ll collaborate with a dedicated AI Philosophy and cross‑functional expert groups.
• Premium tech & workspaces, featuring top‑tier Apple/Bose hardware in modern, dog‑friendly offices.

About enmacc

enmacc is Europe’s largest over‑the‑counter trading platform for energy and environmental commodities. We are digitizing the world’s energy markets by replacing manual, outdated processes with speed, transparency, and liquidity.

Our platform empowers a massive network of over 2,400 active traders to manage risk and accelerate the global energy transition. By providing a secure and efficient trading environment for 650+ companies, we facilitate more than 14,000 monthly requests for quotes and 8,000 monthly trades. With a traded volume exceeding 60 TWh per month, enmacc enables energy suppliers, industrial companies, and trading houses to access the liquidity they need to thrive in a shifting market.

As anEqual Opportunity Employer, enmacc is a diverse environment where all backgrounds, identities, and cultures are welcomed and celebrated.