Head of Customer Care — Switzerland

OneDoc is the leading healthcare platform in Switzerland. Today, more than 16'000 healthcare professionals and 3 million patients use our services every day. You may even be one of them

Our mission is simple: make interactions between health professionals and patients easier. To achieve this, we rely on a young and dynamic team of more than 80 people across five offices in Switzerland.

The Role

Own the post-sale customer relationship end to end. The Head of Customer Care unifies Customer Success and Customer Support under a single mandate: keep OneDoc customers onboarded, promoter, retained, and growing, while ensuring every support interaction reflects OneDoc's standard of care. The role owns the journey from signed customer to long-term success, growth, and advocacy.

• Own the Customer Care strategy for Switzerland, including priorities, KPIs, team structure, and continuous improvement initiatives.
• Lead the Customer Success function: onboarding, adoption, retention including churn fight, upsell/expansion, and account health across doctors, therapists, and healthcare facilities.
• Lead the Customer Support function: daily support requests, ticket resolution quality, response times, and support-team performance.
• Own the customer lifecycle from go-live onward, coordinating tightly with Sales (handover) and Product (feedback loop).
• Be accountable for the health, structure, and development of both the Customer Susccess and Support teams in Switzerland.

Position Overview:

• Contract type: Permanent
• Employment type: Full-time (100%)
• Start date: As soon as possible
• Work model: Hybrid (3 days on-site / 2 days remote)
• Team: Customer Care
• Reports to: CEO
• Scope: Switzerland (all language regions)

Key Responsibilities

• Retention & churn: Protect the existing customer base; reduce churn and drive net revenue retention through proactive account management.
• Onboarding & adoption: Ensure new clients reach value quickly and use OneDoc Pro (Hub, Invoice, Visio, Emma...) to its full potential.
• Upsell & expansion: Turn healthy accounts into new MRR, coordinating expansion motions with Sales.
• Support quality: Uphold and raise support standards - sentiment, answer accuracy, resolution speed, and the % promoter target.
• Team leadership: Manage, coach, and grow Success Officers and Support Officers; set clear goals, review performance, and build career paths.
• Process & efficiency: Own the Customer Success and Support daily process. Partner with the Product department to simplify and automate for efficiency gain.
• Key Accounts: Ensure priority accounts receive appropriate attention across both success and support.
• Voice of the customer: Channel structured customer feedback to Product and leadership.

Key Interfaces

• Sales: Clean handover of new customers; feedback on deal fit and expansion signals.
• Product & Engineering: Recurring issues, feature requests, and sync/partner-software problems.
• CEO: Reporting on retention, support health, and team performance.

Required Qualifications

• Bachelor’s or Master’s degree in Business Administration, Customer Experience, Healthcare Management, or a related field; an equivalent professional background will also be considered.
• Minimum five years of experience in a comparable Customer Care, Customer Success, or Customer Support leadership role, including proven people-management responsibility.
• Strong track record in customer retention, churn reduction, onboarding, service quality, and account expansion.
• Experienced in leading multidisciplinary teams, setting performance objectives, coaching employees, and developing efficient customer-facing processes.
• Customer-centric, hands-on, and data-driven leader with strong organisational and decision-making skills.
• Comfortable working cross-functionally with Sales, Product, Engineering and senior leadership.
• Experience in SaaS, healthtech, or the Swiss healthcare sector is a strong advantage.
• Fluent in French and English; German or Swiss German is a significant asset.
• Based in Geneva or Zurich, with the ability and willingness to travel frequently between Geneva, Zurich, and Bern.

We are committed to providing you with a transparent, respectful, and human recruitment experience. Here is what you can expect:

1. Introductory interview with our HR team: A first conversation to get to know you, learn more about your background, sales experience,