Careers

Customer Success Manager (USA)

Location

USA - Remote

Job type

Full Time

Environment

The customer success manager is a strategic, customer-facing position focused on increased adoption of Bucher + Suter’s technologies and solutions to ensure the customer realizes value from their investment. As a product and solutions evangelist, you will be at the heart of our customer interactions to ensure we have successful and happy users with high retention, adoption, and growth rates.

In this role, the customer success manager will work with our largest and most strategic accounts to create meaningful relationships and execute success plans. The customer success manager establishes and enhances customer relationships that promote loyalty and provide a voice of the customer in all technical teams within Bucher + Suter, who’ll assist customers in getting value out of their investment.

If you love problem-solving and critical thinking and are passionate about thinking on your toes to achieve a high level of customer satisfaction with the goal of growth and retention, we’d love to hear from you!

Main tasks

  • Lead and curate existing customer relationships leveraging strong executive relationships to drive business growth, customer value, satisfaction, and retention within your assigned accounts.
  • Demonstrate an ability to understand the customers’ needs, develop and establish new business relationships and provide thought leadership to influence and build trust. You’ll work with people at different levels, including senior management.
  • Accountability over license consumption and utilization of services through education and strategy sessions to ensure the customer successfully adopts our technology.
  • Continuously engage with the customer, ensuring any business churn risks are identified and devise action plans for prevention.
  • Working with the VP of Customer Success and alongside the sales executives assigned to the account to plan and improve revenue – specifically renewals and upsell opportunities.
  • Take responsibility for accurately forecasting renewal and revenue growth opportunities within your accounts.
  • Have complete comfort with customer leadership, business partners, and subject matter experts.
  • Be the Voice of the Customer to push product roadmap innovation through customer advocation and product evangelism
  • Travel up to 30%, including internationally.

Your Profile

  • A customer-first mentality with experience in customer-facing roles (e.g., pre-sales, consulting, service delivery, etc.)
  • A keen ability in and understanding of high tech and complex customer experience technologies.
  • BA, MBA, or MS in a business, technical or professional discipline, or equivalent work experience.
  • CSM certification and a good knowledge of ITIL is an advantage but not a must.
  • Experience in promoting analytic solutions for large enterprises in either a pre-sales or customer success role.
  • Good understanding of and exposure to cloud technologies.
  • A clear, confident, and persuasive communicator who can craft, summarize, and deliver messaging for various groups of users, influencers, and stakeholders.
  • Demonstratable ability to understand a customer’s needs and influence and build trust at different levels.
  • The ability to multi-task and manage competing priorities across multiple customers.
  • Strong analytical and problem-solving skills and an ability to manage complexity in a frequently changing environment.
  • Excellent organizational and people skills.
  • English language skills are a must; German, French or other languages are desired.

What We Offer

  • A very modern, agile and international working environment. We’re at the pulse of the digital revolution.
  • Diverse development and educational opportunities (including various certifications and technical training courses).
  • Great social benefits.
  • A strongly customer-focused organization with numerous reference projects, perfect for your professional career.
  • Employee events at home and abroad.
  • Two days of paid VTO per year to volunteer for causes close to your heart.
  • Full- and part-time work available, as well as the opportunity to work from home.

Interested?

Please send your complete application!

Apply now

If you have any questions, please call us on +41 31 517 52 00, or email us at jobs@bucher-suter.com. We look forward to getting to know you!

Your contact person:
Trent Cook

Trent Cook

VP of Customer Success

*Your documents will be treated confidentially. By submitting your application documents, you agree that Bucher + Suter AG may process them to conduct the application process at its locations in Germany and Switzerland. Further information on Data protection.