Senior Customer Success Lead – Scientific Software

DECTRIS Ltd; Baden; On-site; CHF 120,000 - 170,000; Full time

Benefits offered by this job

International work environment

Flexible working arrangements

Home office options

Wheelchair-accessible facilities

Company events & training

Job summary

DECTRIS Ltd in Switzerland is seeking a Senior Customer Success Manager to own adoption, retention, and expansion across our digital-services customers, from first use to multi-team deployments.

You will build the Customer Success function, run high-touch outbound engagements with scientists and department leads, and collaborate with product, sales, and marketing to scale customer impact using AI tools.

Qualifications

• 5+ years in Customer Success, account management, or a comparable customer-facing role.
• Strong software fluency and ability to read/write code and understand data workflows.
• Excellent communication across diverse audiences, from PhD students to department heads.
• Genuine curiosity about technology and the science our customers do.
• Comfort using AI tools in your work and recognizing their leverage.
• Excellent communication in English.

Responsibilities

• Own adoption, retention, and expansion across our digital-services customers - from first successful use through to growing, multi-team deployments.
• Build the Customer Success function from the ground up: onboarding motions, health metrics, playbooks, and the operating rhythm that lets it scale as we grow.
• Run a high-touch, outbound motion - spend time with customers, building relationships with scientists, students, and department leads.
• Turn customer wins into scientific success stories and reference cases for the community.
• Connect customers to one another and cultivate an active community around our digital tools.
• Grow existing accounts - spotting value, expanding usage, and engaging leadership levels.
• Partner with product, sales, science, and marketing to carry customer voice back into development.
• Use AI and automation to scale reach and sharpen customer health signals.

Skills

Customer success

Account management

Code literacy

Communication

English proficiency

AI tools

Tools

Code literacy

Job description

DECTRIS Ltd in Switzerland is seeking a Senior Customer Success Manager to own adoption, retention, and expansion across our digital-services customers, from first use to multi-team deployments.

You will build the Customer Success function, run high-touch outbound engagements with scientists and department leads, and collaborate with product, sales, and marketing to scale customer impact using AI tools.