Customer Success Team Manager

As Coople continues to scale our technology platform, we’re evolving how we support customers—particularly large, complex enterprise clients—alongside our established base of small and medium-sized businesses.We’re looking for a multilingual Customer Success Team Manager withSaaS experience to lead our team of Customer Success Managers across the UK and Switzerland. Based either in Zurich, you will bring a clear view of what great customer success looks like in a SaaS business, helping us embed scalable processes, align around lifecycle management best practices, and deliver a world-class customer experience.You will manage a growing, internationally distributed team, ensuring excellence in execution across both high-touch enterprise accounts and one-to-many SMB models. This is a hands‑on leadership role, ideal for someone with a strong operational mindset and a passion for enabling customer success at scale.Lead, coach, and grow a high-performing team ofCustomer Success Managers (CSMs)working across multiple markets and customer segments.Bring abest-in-class SaaS customer success playbookto Coople, introducing frameworks for onboarding, adoption, health scoring, renewals, and expansion.Support the team in navigatingcomplex enterprise relationships, acting as an escalation point and ensuring long‑term success planning is in place.Scaleone-to-many engagement approachesfor small and medium accounts using automation, templated playbooks, and self‑serve content.Collaborate closely with Sales, Product, and Marketing to deliver a seamlesscustomer lifecycle experience.Own team operations—streamlining tools, workflows, and reporting to increase efficiency and consistency.Regularly attend strategic client meetings to deepen understanding of business needs and ensure we deliver on value.Lead internal change management as Coople shifts to aSaaS‑centric business model, evolving the success function accordinglyAbout youThe ideal candidate has the following experience and skills :Ideally you bring proven experience in SaaS customer success leadership role—having led teams in a SaaS environment and understand the mechanics of driving customer value, retention, and growth through a software platform.years' experience in Customer Success or Account Management in BB environments.Demonstrated success supporting both enterprise clients and SMB segments using a combination of high‑touch and scalable success motions.Experience implementing and optimizing CS processes and tooling(, health scoring, CRM / CSP systems, lifecycle playbooks).Strong operational and commercial thinking—you understand how to size opportunities, measure success, and allocate resources effectively.Experience working in international teamsExcellent communicator and coach, capable of building high trust with team members and cross‑functional partners.Fluency in English and German is a must have; French is a plusReady to take the next step in a dynamic HR tech company?At Coople, we connect companies and workers through a platform built for flexible work. We help businesses plan smarter and support people in finding jobs that fit their lives. Our values – Agile, Collaborative, Empowering, Fair, and Passionate – shape our team spirit and define the way we work to truly make a difference.What else do we offer :A fast‑paced, collaborative, and international working environmentHybrid work setup with regular in‑person collaboration at our London officeTraining and development opportunitiesA mission‑driven culture with real impact on the world of workStock shares for all employees, various on‑the‑job trainings, enhanced pension contributions, flexible working, free lunches on Thursday and a great office in the heart of Old Street.If you are a passionate and motivated person who wants an exciting career in a digital business, please do apply to join us. #J-18808-Ljbffr