Senior Customer Success Manager — Scientific Software & AI

DECTRIS Ltd.; Baden; Vor Ort; CHF 120.000 - 170.000; Vollzeit

Benefits dieser Stelle

Flexible working arrangements

Home office options

Subsidised meals

Snacks and drinks

Company events and training

Zusammenfassung

DECTRIS Ltd. is seeking a Senior Customer Success Manager to own adoption, retention, and expansion across digital-services customers.

You will build the CS function from the ground up, establishing onboarding motions, health metrics, and scalable playbooks while maintaining high-touch relationships with scientists and department leads. You will partner with product, sales, and marketing to amplify the customer voice, using AI tools to scale outreach and deepen customer health insights in an

Qualifikationen

• 5+ years in Customer Success or a related customer-facing role in technical software.
• Strong software fluency and ability to read and reason about data workflows.
• Excellent written and spoken English with ability to communicate to diverse audiences.
• Experience applying AI in a customer or product context.
• PhD in a scientific domain or experience supporting scientific software users.
• Experience building or scaling a Customer Success function.

Aufgaben

• Own adoption, retention, and expansion across our digital-services customers from first use to multi-team deployments.
• Build the Customer Success function from the ground up with onboarding motions, health metrics, and playbooks.
• Maintain high-touch outbound engagement and build 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 foster an active community around our digital tools.
• Grow existing accounts by identifying value, expanding usage, and engaging leadership.
• Collaborate with product, sales, science, and marketing to bring customer voice into development.
• Use AI to scale outreach and sharpen insights on customer health.

Kenntnisse

Customer-facing

Technical software fluency

Clear communication

English proficiency

Curiosity about technology

AI familiarity

Ausbildung

PhD in scientific domain

Tools

AI tools

Scientific software

Jobbeschreibung

DECTRIS Ltd. is seeking a Senior Customer Success Manager to own adoption, retention, and expansion across digital-services customers.

You will build the CS function from the ground up, establishing onboarding motions, health metrics, and scalable playbooks while maintaining high-touch relationships with scientists and department leads. You will partner with product, sales, and marketing to amplify the customer voice, using AI tools to scale outreach and deepen customer health insights in an