Customer Success Manager (100%)

Threema is the world’s best-selling secure messenger for both private users and businesses. Since 2012, we have been working tirelessly to ensure that our users can communicate freely without worrying about their privacy. Our growing user base includes millions of private customers and thousands of businesses and organizations from all over the world.

We are looking for a new team member to join as a

Customer Success Manager (100%)

About The Role

We're looking for a Customer Success Manager, with a strong customer mindset to build lasting relationships with our B2B clients and help their success grow alongside ours.

Your Tasks

• Comprehensive, largely independent management of international business customers via video call, email, and phone (following a brief onboarding period)
• Proactively ensuring customer satisfaction throughout the entire contract lifecycle, from onboarding to renewal
• Organizing and conducting regular "Business Reviews" and customer surveys
• Coordinating technical first- and second-level support, ensuring timely, adequate responses and communication, including the professional resolution of technical issues
• Accurately logging and processing inquiries in the ticketing system
• Analyzing, evaluating, and preparing data for KPI reporting
• Organizing and conducting webinars, product demos, and onboarding sessions
• Summarizing insights gained from handling customer inquiries for Product Management and Engineering
• Documenting in the knowledge base and creating FAQs
  
  

Your Skills

• Commercial background with IT know-how, an (IT) technical education, or a related degree, plus at least 3 years working in software
• You are fluent in German, English and French. Spanish and/or Italian is a plus.
• You've worked in technical support for SaaS or software products before
• You're into tech and pick up new software tools quickly
• You're a people person with a customer-first mindset
• You're driven, solution-focused, and always looking for ways to improve processes
• You're comfortable using iOS and Android devices
• You work independently and precisely, you're a real team player, and you care about security and privacy
• You are a strong communicator and think solution-oriented
• You are good at building relationships and have a proactive mindset
• You get how SaaS business models, subscriptions, and the customer lifecycle work
• You've worked across teams before
  
  

What We Offer

• A young, motivated team with straightforward communication
• Flexible working hours, option to work from home up to two days per week
• Option to work from anywhere for two weeks per year
• Option to take unpaid leave
• You can choose your own hardware (macOS or Linux)
• Public transportation discount or parking space (electric car charging available)
• Free use of fitness room, including a fitness trainer once a month
• Professional massage once a month
• Internal German or English courses
• A great coffee machine ;-)
• Regular company events and aperitifs
• The good feeling of contributing to the effective protection of the privacy of millions of people
  
  

Place of work: Pfäffikon SZ (Greater Zurich Area)

Start date: Immediately or by agreement

Have we sparked your interest?

We believe that diverse teams build better products. We welcome and encourage applications from people of backgrounds, and perspectives. Your unique experience is an asset, and we’d love to hear from you.

Applications sent via email cannot be considered. Please use the official "Apply" button below so we don't accidentally miss your resume in our crowded inboxes

For agencies: we are filling this role directly and do not accept unsolicited candidate profiles.