Senior Customer Success Leader for Scientific Software & AI

Naga Limited; Baden; Sur place; EUR 75 000 - 110 000; Plein temps

Avantages offerts par ce poste

International work environment

Flexible working arrangements

Modern infrastructure

Wheelchair-accessible facilities

Subsidised meals

Free snacks and drinks

Company events

Home office options

Résumé du poste

DECTRIS is seeking a Senior Customer Success Manager to own adoption, retention and expansion for our digital-services customers. You will build the Customer Success function from scratch, establish onboarding motions, health metrics, and scalable playbooks to support growing multi-team deployments.

You will engage with scientists, students, and department leads in a high-touch outbound role and translate customer wins into shareable scientific success stories.

Qualifications

• 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.
• 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.

Responsabilités

• 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

Connaissances

Years of experience

Software fluency

Communication across audiences

Curiosity about technology

AI tool usage

English communication

Formation

PhD in a scientific domain

Description du poste

DECTRIS is seeking a Senior Customer Success Manager to own adoption, retention and expansion for our digital-services customers. You will build the Customer Success function from scratch, establish onboarding motions, health metrics, and scalable playbooks to support growing multi-team deployments.

You will engage with scientists, students, and department leads in a high-touch outbound role and translate customer wins into shareable scientific success stories.