Customer Success Manager Scaled Accounts - Switzerland & Austria (m/f/d)
Core
Manage a portfolio of 100–150 SaaS/enterprise software customers to drive adoption, renewals, and growth while delivering measurable business outcomes.
Role type
Senior Customer Success Manager (Scaled Accounts)
Builds
Long-term customer partnerships and sustainable revenue growth for Intelligent Service Management (ISM) solutions.
Domain
IT Service Management (ITSM), Enterprise Software, SaaS
Required skills
Portfolio management, renewal management, adoption strategy, commercial judgement, CRM data analysis, stakeholder coordination, risk mitigation, growth opportunity identification, pricing communication, playbook development
Preferred skills
Scalable customer success program delivery, ITSM/ESM/Endpoint Management knowledge, channel/partner management, customer health frameworks, workflow automation, AI-driven engagement, HubSpot/Salesforce/Gainsight/Totango/Planhat
Responsibilities
Segment and prioritize customer portfolio based on renewal timing, needs, and risk; execute targeted engagement and scalable programs (webinars, campaigns); manage renewals, retention risks, and license expansions; act as escalation point; qualify growth opportunities and engage Sales; maintain CRM records and improve playbooks.
Seniority
Senior, hands-on IC