Customer success manager

Location:
(Switzerland / Remote)|Department: Customer / Commercial|Reports to: Chief Customer Officer|Employment: Full-timeCompany Overview
Global trade is becoming more volatile, complex and consequential for international supply chains. Free Trade Agreements (FTAs) can create significant customs duty savings, but many companies leave these opportunities untapped because the rules, data and coordination required are difficult to manage manually.
Besso’s AI-powered trade regulation intelligence platform helps global businesses identify, validate and capture savings from FTAs while reducing administrative burden and improving trade compliance. Our platform analyzes international trade flows across hundreds of FTAs and translates complex Rules of Origin into actionable opportunities.
We work with large multinational companies where realizing value takes more than software implementation. It requires reliable data, stakeholder alignment and disciplined execution to turn identified opportunities into measurable duty savings.

About the Role

We are looking for a customer-focused, commercially minded operator to own the journey from contract signature to realized value—and turn that value into sustained adoption and expansion.
This is not a traditional software implementation or relationship-management role. You will lead onboarding, coordinate Besso and customer teams, drive data collection and validation, and orchestrate the customer-side work needed to move savings opportunities into action. You will also help embed Besso in customers’ ongoing trade and customs processes and identify where further value can be created.
You will work across functions and countries, often influencing people without direct authority. The ultimate measure of success is not whether a project plan is complete or software is deployed, but whether customers realize value and continue to grow their use of Besso.

Key Responsibilities
Own customer onboarding and implementation: Build and manage plans, milestones, governance, responsibilities and dependencies from contract signature; coordinate Besso’s Customer, Product, Data and Technology teams; manage risks and maintain momentum.
Orchestrate savings projects: Prioritize opportunities by value, feasibility and customer priorities; establish customer-side ownership; coordinate customs, trade, procurement, logistics, tax, finance, IT and business stakeholders; drive opportunities through validation and implementation.
Drive data collection and quality: Secure customs declarations, product data, HS classifications, origin and supplier information, and other required inputs; identify gaps or inconsistencies; work with customers and internal teams to resolve them and establish repeatable data flows.
Navigate stakeholder complexity: Map decision-makers, champions, influencers and blockers; build alignment across functions and geographies; understand internal priorities, address resistance constructively and elevate when senior sponsorship is needed.
Embed Besso into customer workflows: Coordinate rollout across agreed countries, entities, trade flows and use cases; support user onboarding and platform adoption; ensure deployment remains connected to business outcomes rather than becoming a standalone IT exercise.
Track and communicate value: Monitor actions, risks, data completeness, opportunity status and expected versus realized savings; maintain clear customer and internal reporting; use evidence to keep projects moving and demonstrate impact.
Identify expansion opportunities: Spot additional countries, entities, trade flows, services and use cases where Besso can create value; build the business case and partner with the commercial team on expansion, upsell and cross-sell opportunities.
Improve how Besso delivers: Help create and refine repeatable onboarding, execution and value-realization processes as the company and customer base scale.
We’re Looking for Someone WhoHas 7+ years' experience in customer success, enterprise Saa S implementation, management or transformation consulting, program/project management, professional services, supply chain/procurement, or customs/trade compliance.
Can lead complex projects from an objective to a clear plan, establish ownership, manage dependencies, and hold stakeholders accountable.
Is confident working with senior stakeholders in large, international organizations and can influence outcomes without direct authority.
Is comfortable with data and detail, can spot gaps or inconsistencies, and is willing to challenge assumptions when evidence does not support a bines strong customer instincts with commercial awareness, recognizing opportunities to deepen adoption and expand customer value.
Is persistent and diplomatic: able to challenge missing data, stalled actions or competing priorities without damaging relationships.
Is outcome-oriented, focusing on validated and realized savings, adoption and customer impact—not activity alone.
Thrives in an entrepreneurial en