Senior Customer Success Manager

Symfact AG seeks a Senior Customer Success Manager in Zürich to drive client satisfaction and act as a trusted advisor. This hybrid role requires strong communication skills and experience in SaaS customer success.

The company is looking for a professional to ensure clients fully leverage its products and services. In this capacity, the individual will serve as a trusted advisor, guiding customers through tailored success plans to achieve their goals.

Responsibilities

• Create and execute personalized success strategies that include specific objectives, timelines, key performance indicators, and actionable steps.
• Serve as the main liaison for clients to nurture and sustain long-term professional relationships.
• Organize access to advanced educational materials and lead onboarding sessions for new users.
• Collect customer insights and translate feedback into concrete actions to enhance overall results.
• Collaborate with the sales team to identify and pursue additional revenue opportunities through upselling and cross-selling.

Requirements

• Fluent command of English, both in speaking and writing.
• Prior experience in a Senior Customer Success, Account Management, or similar position within the SaaS or software sector.
• Proven track record of establishing and maintaining strategic partnerships with clients.
• Solid knowledge of customer success methodologies, including KPI monitoring and action planning.
• Strong project management capabilities and the ability to handle multiple tasks simultaneously.

Nice to have

• Understanding of ERP systems, SaaS models, and financial workflows.

What the company offers

• An unlimited vacation policy allowing for flexible time off.
• Options for remote work arrangements.
• Company-wide Global Wellbeing Days dedicated to rest and disconnection.
• A workplace culture centered on trust, autonomy, and independence.
• A commitment to sustainability through the Act4Good initiative.
• A safe and inclusive environment supported by Employee Resource Groups.

About the company

Symfact AG operates as a fast-paced, high-growth organization that prioritizes its people. The firm specializes in delivering enterprise software designed to enhance the overall employee experience.

• Fast-paced and high-growth environment.
• People-centric organizational approach.
• Focus on delivering software for great people experiences.