Senior Customer Success Manager

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 is a successful and expanding high-tech company that develops and produces X-ray and electron detectors. Our detectors are used worldwide in large-scale research facilities and in industry. Their unique properties enable scientific breakthroughs in life sciences and material sciences. Our more than 170 employees are located in Switzerland, the United States and Japan. At DECTRIS, we combine innovation and development with agile industry practices. As a spin-off of the Paul Scherrer Institute and by focusing on the needs of our customers, we are able to combine scientific excellence with qualified service and industrial know-how.
Our scientists as well as our technical and commercial experts ensure that our customers benefit from the latest technologies.
DECTRIS values collaborative working rather than traditional hierarchy and is guided by the principles of Sociocracy 3.0.

Senior Customer Success Manager

Your Tasks

• 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 - you'll spend your time with customers, building real relationships with scientists, students, and department leads alike
• Turn customer wins into scientific success stories and reference cases the whole community can learn from
• Connect customers to one another and cultivate an active community around our digital tools
• Grow existing accounts - spotting where value is emerging, expanding usage, and opening the conversation upward to department and institutional leadership
• Partner closely with product, sales, science, and marketing to carry the voice of the customer back into what we build
• Use AI and automation to scale your reach and sharpen your read on customer health

Your Skills

• 5+ years in Customer Success, account management, or a comparable customer-facing role, ideally in a technical or scientific software environment
• Strong software fluency - you're comfortable reading and writing code and reasoning about scientific and data workflows; you can sit with a customer's pipeline and understand it
• A track record of clear, credible communication across very different audiences, from PhD students to department heads
• Genuine curiosity about technology and about the science our customers do
• Comfort using AI tools in your own work, with a sense for where they add real leverage
• Excellent communication skills in English

Your Skills

• 5+ years in Customer Success, account management, or a comparable customer-facing role, ideally in a technical or scientific software environment
• Strong software fluency - you're comfortable reading and writing code and reasoning about scientific and data workflows; you can sit with a customer's pipeline and understand it
• A track record of clear, credible communication across very different audiences, from PhD students to department heads
• Genuine curiosity about technology and about the science our customers do
• Comfort using AI tools in your own work, with a sense for where they add real leverage
• Excellent communication skills in English

Bonus - we'd love it if you also bring:

• Experience having applied AI in a customer or product context (built, deployed, or operationalised something)
• A PhD in a scientific domain - structural biology, materials science, crystallography, electron microscopy - or experience supporting scientific-software users
• Experience building or scaling a Customer Success function

We Offer

• A successful and growing high tech company in an international, scientific environment
• To jointhe global leader in HPC X-ray detectors for science and industry. Our Developers design cutting-edge detectors to support thestate of the art science and technology
• An international work environment formed by more than 170 experienced engineers, scientists and other professionals.The company languages are German and English
• Excellent, flexible working arrangements to enable professional development and personal life balance
• An attractive working environment: modern infrastructure with wheelchair-accessible rooms, small fitness room, underground car park, subsidised meals, free snacks and drinks, various company events, internal and external training, home office options, after-work beers and other joint leisure activities

The DECTRIS D.LAB Team accelerate scientific discoveries by bringing science labs' data, tools, compute, and analyses into one place. We develop a platform to empower scientists around the world to efficiently get the most out of their data in a collaborative manner. DECTRIS D.LAB has entered the market and is scaling up.