Senior Enterprise Customer Success Manager

The Senior Enterprise Customer Success Manager is responsible for the complete customer lifecycle, the strategic success, including integration, onboarding, retention, and expansion of high-value accounts. This role owns the customer relationship at the senior and executive level, ensuring customers realise measurable value from the product and directly managing renewals and commercial expansions.

The Senior Enterprise Customer Success Manager focuses on long-term customer growth, stakeholder engagement, and commercial success.

**Core Responsibilities**:
**Customer Value & Strategic Success**
- Define, validate, and manage success criteria aligned to customer business outcomes, ensuring a detailed plan is developed and executed
- Lead strategic success planning and business reviews (QBRs/EBRs)
- Monitor leading indicators to ensure value realisation and customer satisfaction
- Develop the overarching rollout plans on a per customer basis in line with the success criteria

**Executive Relationship Ownership**
- Serve as the strategic point of contact for executive stakeholders in key accounts
- Build and maintain relationships across C-level, champions, sponsors, and influencers
- Lead stakeholder mapping and long-term engagement strategy

**Expansion & Commercial Growth**
- Own commercial discussions for expansions within the same business unit/function
- Drive upsell motions and value-based pricing conversations
- Identify and scope expansion opportunities; hand over new-business deals to Sales when necessary
- Discovery - new and potential sponsors, interested parties, use cases, value

**Renewal Ownership**
- Manage the full renewal process for strategic accounts
- Proactively identify and mitigate churn risk in collaboration with CSMs
- Ensure customer success criteria supports renewal outcomes

**Cross-Functional Collaboration**
- Lead the collaboration with Sales, Product, and Customer Solution Engineer to represent the voice of the customer
- Own the product and roadmap feedback from customers based on strategic account insights and ensure stakeholders involved are responsive and remain aware
- Internally lead the efforts to resolve issues and issue escalations

**Collaboration & Support Structure**:

- **Customer Success Manager (CSM)**: Supports with daily engagement, follow-ups, operational execution and KPI tracking
- **Customer Solutions Engineer**: Supports and drives Technical rollout and implementation. Including discovery of expansion opportunities and technical use cases
- **Product Team**: Receives strategic feedback on product use and roadmap alignment
- **Sales Team**: Takes over expansion opportunities requiring a full sales process

**Skills and Experiences**
- Senior level experience managing strategic enterprise customers in a B2B SaaS environment, ideally across onboarding, rollout, renewal, and expansion
- Directly owns commercial outcomes, leading renewal and expansion negotiations, executive business reviews, and building long term C-level stakeholder alignment across sponsors, champions, and decision makers
- Demonstrates a strong track record of driving measurable customer success through structured planning, proactive adoption strategies, risk management, and deep expertise navigating complex enterprise account structures and multi-stakeholder environments
- Highly effective communicator with the ability to influence across technical and non-technical audiences and gain buy in at all organizational levels
- Comfortable leading cross functional initiatives with Sales, Product, and Technical teams to deliver strategic outcomes and represent the voice of the customer
- Proficient in leveraging customer data and health metrics to inform strategy, prioritize engagement, and drive commercial performance
- Skilled at turning perceived objections and obstacles into opportunities to engage stakeholders, uncover needs, and deliver strategic value
- Bring resilience and genuine enthusiasm for technology to proactively solve complex platform challenges with a solution oriented mindset and strong bias toward action and ownership
- Fluent in both German and English (you will managing a predominately Swiss Customer portfolio)

**Nice to Have**
- Experience engaging with works councils or similar employee representative bodies, particularly in enterprise or regulated environments