Customer Success Manager at a YC-backed AI startup

At Cerrion, we're building the future of AI-enabled manufacturing. Headquartered in Zurich and backed by Y Combinator and top Silicon Valley investors, we're building a platform to deploy video AI Agents that can see what's happening on the production floor, automatically spot problems, and instantly intervene to keep lines running smoothly, at scale. Our technology is live in factories across 15 countries, helping leading manufacturers in glass, beverage, food, CPG, building materials, and wood cut downtime by up to 50%. We've reached an exciting inflection point — and we're accelerating fast.

We're looking for an exceptional Customer Success Manager to join our team in Zurich. Your goal is to ensure our industrial customers achieve sustained improvements in efficiency, quality and process reliability with Cerrion's platform, from onboarding through proof-of-value and beyond. You'll be part of a small team of CSMs, working closely with our founders, sales and product leaders to guide customers through implementation, monitor key metrics, and identify expansion opportunities. If you thrive on data‑driven problem solving, love working with operations teams on the shop floor, and want to help industrial customers adopt cutting‑edge AI at scale, this role is for you.

• Onboarding & adoption : Own seamless onboarding and technical implementation for new customers; design success plans tailored to each factory's goals and drive fast time‑to‑value.

• Proof of value & metrics : Monitor deployment KPIs (e.g., downtime reduction, line throughput, defect rate) and create business cases that tell a clear value story. Intervene proactively if metrics don't trend in the right direction.

• Relationship management : Develop trusted partnerships with plant managers, operations leaders and IT teams; act as their advocate inside Cerrion.

• Cross‑functional collaboration : Work hand‑in‑hand with Sales on handoffs and pipeline visibility; with Product and Engineering to translate customer feedback into product improvements; and with Customer Success peers to refine processes.

• Site visits & training : Regularly visit factories to conduct trainings, deepen relationships and ensure adoption and satisfaction across departments.

• Expansion identification : Spot new use cases and multi‑site opportunities based on metrics and customer feedback. Feed these to the Sales team for commercial follow‑up.

• Process & playbooks : Refine and scale existing CS playbooks, health‑scoring models and reporting cadences; contribute to our knowledge base and documentation, including developing templates and user guides to accelerate time-to-value for our clients.

• Experience : 3–4 years in customer success or account management, ideally within a startup or scale‑up SaaS environment.

• Industrial domain understanding : Enthusiasm for manufacturing and the ability to understand shop‑floor workflows, operations challenges and KPIs. At least 1–2 years working with industrial or manufacturing customers would be a strong plus.

• Data fluency : Comfortable building and interpreting dashboards, tracking adoption and value metrics, and adjusting approaches based on data.

• Customer discovery & relationship building : Strong skills in listening to customers, diagnosing pain points and nurturing executive and day‑to‑day user relationships across multiple departments.

• Cross‑functional mindset : Proven success collaborating with Sales, Product and Engineering teams; can translate feedback into clear requirements.

• Organisational & communication skills : Meticulous follow‑through, clear written and verbal communication, and the ability to present value to diverse stakeholders.

• Languages : Fluent in English; additional languages (e.g., German, French, Italian, Spanish) are a strong plus.

• Travel : Willing to travel regularly to customer sites in Switzerland and abroad.

• Impact : Help shape the customer success function in a company transforming manufacturing with AI.

• Growth : Join a motivated, cross‑functional team with a "best idea wins" culture and a clear path to growth both personally and professionally.

• Compensation : Competitive salary, meaningful equity package and comprehensive benefits.

• Work environment : Flat hierarchies, minimal bureaucracy, and a cool modern office in central Zurich.

• Culture : Work alongside AI PhDs, ex‑Googlers and serial entrepreneurs from around the world, with regular team events.

If you're passionate about AI, driven by customer impact and ready to help factories become autonomous and efficient, we'd love to meet you.

Cerrion is an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. We are open to all groups of people without regard to age, color, national origin, race, religion, gender, sex, sexual orientation, gender identity and/or expression, marital status, or any other legally protected characteristics.