Head of Customer Success Management

vor 1 Woche

Zurich, Schweiz grape Vollzeit

Ready to revolutionize the future of employee insurance? Join us on an exciting journey to build the world's first fully digital employee insurance Traditionally, the employee insurance industry and its processes have been cumbersome. Administrative headaches for HR managers, payroll managers, employees, doctors and claims managers, were the norm. Recognising the need for change, grape aims to revolutionise the traditional employee insurance model.

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**Your Role**:
As our Head of Customer Success Management your core mission is to build our Customer Success Management department from the ground up. Next to leading the team, you’ll be managing key customer and distribution partner relationships, managing end-to-end onboarding of new customers, resolving and coordinating customer inquiries.

Working closely with our Chief Distribution Officer, you will continue to build our Customer Success Management in order to ensure an excellent customer and distribution partner experience. As we continue to grow, you will play a key role in ensuring customer satisfaction while maintaining a sustainable growth.

Have you built up a Customer Success Management organisation and processes from scratch before? And are also not afraid to roll up your sleeves to get things done? Then we would love you to apply

**What you will do**:

- Building up Customer Success at grape
- You will lead, mentor, and develop the Customer Success team
- You will drive the hiring strategy & run the hiring process for the customer success team
- You will establish and communicate clear objectives, KPIs, and performance metrics
- You will develop and implement the Customer Success strategy at grape
- You will adapt and develop the Customer Success roadmap
- Customer Success Management
- You will collaborate with product engineering, claims management, and other departments to ensure an excellent customer experience
- You will provide regular updates to the leadership team on customer success metrics and initiatives
- You will build and maintain strong relationships with key clients and distribution partners
- You will oversee and lead the customer onboarding processes together with the onboarding managers and other functions
- You will manage and oversee after-sales related customer requests
- You will act as an escalation point for customer issues, ensuring timely and end-to-end resolution
- You will lead customer advocacy projects
- You will set and closely monitor NPS targets
- You will analyse current onboarding practices and identify improvements
- Building up Customer Success Management at grape
- Manage the team and results
- Lead the functionality build-up and ways of working
- Strategically adapt and prioritize the roadmap
- Drive hiring strategy & run the hiring process for the department
- Maintain and optimize for customer centric departmental coordination
- Covering our product, claims management, complaints and customer feedback issue coordination, generate leads and inputs for renewals and cross/ up-selling activities), marketing and health (customer insights)
- Managing customer relationships
- Managing key customer relationships
- Enabling customer advocacy projects
- Measure and improve Customer Success Management
- Set NPS targets and maintain them
- You will be responsible for the OKR setting and goal setting of the customer success team
- You will analyse current onboarding practices, and identify improvements

**Requirements**:

- You have experience onboarding B2B customers
- You have proven your ability to orchestrate on a cross-departmental basis, with a customer centric approach to problem solving
- You have built up and maintained customer success related processes, tools and KPIs
- You have strong CSM scale-up experience in B2B market
- A minimum of 3+ years of leadership experience
- You have strong interpersonal skills and are able to communicate on a leadership level
- You are analytical and are able to make data driven decisions
- You’ve led several projects and customers simultaneously
- Ability to thrive in a fast-paced environment
- The ability to address customer needs with professionalism
- Fluency in German and English language skills, French is a plus

**Benefits**

**What we offer**:

- Remote-friendly setup, you can work from home or the office. However, we love spending time together in our beautiful office in Hardbrücke, Zürich.
- Our offer includes a compensation package with a competitive salary, various benefits, and stock options.
- We have a flexible working hours policy.
- We cherish working with a top tier team and organise monthly team events and bi-yearly team retreats.
- We sponsor a work visa in case you need one and also cover your relocation costs.
- 25 days of paid vacation per year and 9 public holidays.
- 100% reimbursement for all work related books or audiobooks.
- You have access to 12 free mental health sessions per year, from our mental health partner Aepsy.
- We cover your

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