Customer Success Manager (100%)

Threema seeks a Customer Success Manager to manage international B2B accounts, ensuring client satisfaction and driving growth through proactive support and relationship building.

This position focuses on fostering long-term partnerships with business clients to support their success. The role requires managing the full customer journey, from initial onboarding through to contract renewal, while acting as the primary point of contact for technical and operational inquiries.

Responsibilities

• Manage international business accounts independently via phone, email, and video conferences.
• Drive customer satisfaction across the entire contract lifecycle, including onboarding and renewals.
• Plan and lead Business Reviews and gather feedback through customer surveys.
• Coordinate with technical support teams to resolve issues promptly and keep clients informed.
• Record and process all customer inquiries accurately within the ticketing system.
• Analyze data to prepare reports on key performance indicators.
• Host webinars, product demonstrations, and onboarding sessions for clients.
• Share insights from customer interactions with Product Management and Engineering teams.
• Maintain the internal knowledge base and develop FAQ documentation.

Requirements

• A commercial background combined with IT knowledge, or a technical degree in a related field.
• Minimum of three years of experience in the software industry.
• Fluency in German, English, and French.
• Prior experience in technical support for SaaS or software products.
• Proficiency with iOS and Android ecosystems.
• Solid understanding of SaaS business models, subscription structures, and the customer lifecycle.

Nice to have

• Additional language skills in Spanish and/or Italian.

What the company offers

• Flexible working hours.
• Remote work option for up to two days per week.
• Ability to work from any location for two weeks annually.
• Option to take unpaid leave.
• Freedom to choose personal hardware (macOS or Linux).
• Public transportation discount or a dedicated parking space.
• Access to an on-site fitness room with a monthly trainer session.
• Monthly professional massage services.
• Internal language courses in German or English.
• Regular company events and social aperitifs.

About the company

Threema is the world’s leading secure messenger for both private and business users. The company is dedicated to enabling free communication without privacy concerns. The team is young and motivated, characterized by straightforward communication. Threema values diversity, believing that diverse teams create better products.

• Threema is the world’s best-selling secure messenger for private and business users.
• The mission is to allow users to communicate freely without privacy worries.
• The team is young, motivated, and communicates directly.
• Diversity is valued as a key driver for building better products.

How to apply

Documents to submit:

• Resume