Customer Success Manager – Onboarding

Fidectus is a Swiss-based energy tech company founded in early 2019. We enable energy traders of all sizes to digitize and automate over-the-counter cross-company post-trade processing. Our Global Energy Network (GEN) connects our clients to all market participants and enables them to benefit from tools for confirmation, regulatory reporting, settlement, netting, financing, and payment. Our innovative, fully cloud-based technology provides energy traders with tools to reduce their operational risk and cost, improve their collaboration, and let them improve their working capital.

We are driven by our passion for the energy industry and technology, thriving in a dynamic ever-changing scale-up environment. If you share our deal for working in a diverse and fast-paced environment, we invite you to submit your application below.

As a Customer Success Manager, you will be responsible for the structured onboarding of new customers and strategic account management throughout the entire customer lifecycle. You will establish and maintain strong business relationships and act as the central interface between Fidectus and its customers. You combine strong social skills and interpersonal abilities with a solid technical understanding to manage customer relationships in a targeted manner. You analyze causes, drive solutions forward, and deliver precise, informed recommendations. You communicate clearly, organize efficiently, manage time and priorities reliably, and manage several complex processes in parallel.

• Onboarding and Product Adoption: You own and execute a smooth onboarding process, ensuring a swift integration. You foster the effective use of products/services to maximize customer value (Product Adoption). And you facilitate workshops, onboarding plans, trainings, and measurable milestones.
• Strategic Customer Management: You build and maintain strong, trust-based relationships with decision-makers, champions, end users and relevant stakeholders at various levels within Key Accounts. In doing so, you will work closely with the sales department.
• Understanding and Advocating for Customer Needs: You develop a deep understanding of customers' business processes, goals, and challenges to fully understand their needs and act as their advocate internally while shaping product and service alignment.
• Strategic Account Development Plans: You develop and implement tailored account long-term success plans mapping customer goals to product capabilities, defining KPIs, long-term adoption and value realisation.
• Proactive Risk Management & Churn Prevention: You monitor health and usage to detect risks early and implement proactive strategies to re-engage customers, remove blockers, and sustain high adoption and satisfaction.
• Revenue Assurance and Growth: You are responsible for contract management and contract renewals, and partner with the sales team to identify and execute upsell/cross-sell opportunities rooted in customer goals and demonstrated business value.
• Performance Tracking & Reporting: You track, analyse, and communicate key metrics internally and to customers on a regular basis, providing insights that help customers maximise value, and support internal decision-making.

• Professional Experience: You have several years of relevant experience in Customer Success Management, Key Account Management, or a comparable strategic customer-facing role, ideally within a B2B SaaS environment.
• Analytical Skills: You have a data-driven mindset and the ability to analyse complex customer information to derive strategic recommendations.
• Communication Strength: You demonstrate excellent communication and presentation skills at all hierarchical levels, from subject matter experts to the C-suite.
• Problem-Solving Skills: You apply a proactive, solution-oriented approach and bring the ability to mediate effectively, even in challenging situations ("firefighting").
• Negotiation Skills: You have experience in negotiating contract terms and conditions.
• Industry Knowledge: It is advantageous you have gained deep understanding of the industry, markets, and technical developments relevant to the key customers.
• Language Skills: You demonstrate professional English and German proficiency suitable for B2B communication.
• Working and Operating Style: You arecomfortable working in a high-growth, fast-paced environment where creating structures and processes from the ground up is required.

• A supportive, persistent, driven, entrepreneurial, and fun culture
• A growing, ambitious company with flat hierarchies
• A diverse, international team of talents - everybody has an impact
• Great opportunities to gain experience and develop your career
• Mentoring and professional development as you learn complex skills in a complex industry
• High autonomy in a hybrid work arrangement