Customer Success Executive

Siteimprove GmbH seeks a Customer Success Executive in Switzerland to drive adoption and retention for its SaaS platform, requiring native Dutch and professional English skills.

The company is looking for a commercially driven professional to help customers achieve measurable value through its platform. This position focuses on scaling customer success by leveraging data, automation, and structured playbooks to ensure product adoption, retention, and growth within a fast-paced environment.

Responsibilities

• Oversee a portfolio of clients from post-implementation through renewal and expansion phases.
• Achieve and surpass targets for gross and net customer retention.
• Identify growth opportunities and contribute to strategies that improve retention rates.
• Collaborate with Sales, Services, and Renewals teams to support contract renewals and upsell conversations.
• Represent customer feedback internally to ensure cross-functional alignment.
• Run large-scale engagement initiatives such as webinars, office hours, and onboarding journeys.
• Help build repeatable playbooks and scalable engagement models.
• Develop and support initiatives for onboarding, adoption, and retention across different customer segments.
• Utilize CRM and Customer Success Platform tools to track activities and prioritize actions.
• Analyze customer data to spot trends, risks, and potential opportunities.
• Apply templates, automations, and campaigns to enhance efficiency and consistency.
• Propose improvements to processes and workflows to positively impact customer experiences.

Requirements

• At least two years of experience in customer-facing roles such as Customer Success, Account Management, or Support.
• Proven track record of managing a portfolio of customers.
• Excellent communication skills for engaging clients in one-on-one, group, and digital settings.
• Comfortable using CRM systems and customer success platforms.
• Analytical mindset with the ability to interpret data and take actionable steps.
• Native-level proficiency in Dutch and professional-level English.
• Willingness to travel as required.

Nice to have

• Experience working in a SaaS or subscription-based environment.
• Exposure to scaled or digital customer engagement methods like webinars, office hours, or campaigns.
• Familiarity with Customer Success Platforms such as Planhat, Gainsight, or Totango.
• Interest in automation, AI, and data-driven workflows.

About the company

Siteimprove GmbH operates in a fast-paced SaaS environment, fostering a culture that values curiosity, ambition, and a strong desire to learn. The company is suited for individuals who are commercially driven and eager to contribute to scalable customer success initiatives.

• Fast-paced SaaS environment.