Senior Customer Success Manager

ph3Senior Customer Success Manager /h3pVacant since: /ppDECTRIS is a successful and expanding high-tech company that develops and produces X-ray and electron detectors. Our detectors are used worldwide in large-scale research facilities and in industry. Their unique properties enable scientific breakthroughs in life sciences and material sciences. Our more than 170 employees are located in Switzerland, the United States and Japan. At DECTRIS, we combine innovation and development with agile industry practices. As a spin-off of the Institute and by focusing on the needs of our customers, we are able to combine scientific excellence with qualified service and industrial know-how. Our scientists as well as our technical and commercial experts ensure that our customers benefit from the latest technologies. DECTRIS values collaborative working rather than traditional hierarchy and is guided by the principles of Sociocracy 3.0. /ph3Your Tasks /h3ulliOwn adoption, retention, and expansion across our digital-services customers - from first successful use through to growing, multi-team deployments /liliBuild the Customer Success function from the ground up: onboarding motions, health metrics, playbooks, and the operating rhythm that lets it scale as we grow /liliRun a high-touch, outbound motion - you'll spend your time with customers, building real relationships with scientists, students, and department leads alike /liliTurn customer wins into scientific success stories and reference cases the whole community can learn from /liliConnect customers to one another and cultivate an active community around our digital tools /liliGrow existing accounts - spotting where value is emerging, expanding usage, and opening the conversation upward to department and institutional leadership /liliPartner closely with product, sales, science, and marketing to carry the voice of the customer back into what we build /liliUse AI and automation to scale your reach and sharpen your read on customer health /li /ulh3Your Skills /h3ulli5+ years in Customer Success, account management, or a comparable customer-facing role, ideally in a technical or scientific software environment /liliStrong software fluency - you're comfortable reading and writing code and reasoning about scientific and data workflows; you can sit with a customer's pipeline and understand it /liliA track record of clear, credible communication across very different audiences, from PhD students to department heads /liliGenuine curiosity about technology and about the science our customers do /liliComfort using AI tools in your own work, with a sense for where they add real leverage /liliExcellent communication skills in English /liliBonus - we'd love it if you also bring:ulliExperience having applied AI in a customer or product context (built, deployed, or operationalised something) /liliA PhD in a scientific domain - structural biology, materials science, crystallography, electron microscopy - or experience supporting scientific-software users /liliExperience building or scaling a Customer Success function /li /ul /li /ulh3We Offer /h3ulliA successful and growing high tech company in an international, scientific environment /liliTo join the global leader in HPC X-ray detectors for science and industry. Our Developers design cutting-edge detectors to support the state of the art science and technology /liliAn international work environment formed by more than 170 experienced engineers, scientists and other professionals. The company languages are German and English /liliExcellent, flexible working arrangements to enable professional development and personal life balance /liliAn attractive working environment: modern infrastructure with wheelchair-accessible rooms, small fitness room, underground car park, subsidised meals, free snacks and drinks, various company events, internal and external training, home office options, after-work beers and other joint leisure activities /li /ulh3DECTRIS Team /h3pThe DECTRIS Team accelerate scientific discoveries by bringing science labs' data, tools, compute, and analyses into one place. We develop a platform to empower scientists around the world to efficiently get the most out of their data in a collaborative manner. DECTRIS has entered the market and is scaling up. /ppYour Future Team jpid2a433a1jm jit0937jm jiy26jm /ph3Details /h3ullibWork location /b 5405 Dättwil AG (AG) /lilibWorkload /b 100% /lilibEmployment start /b By agreement /lilibEmployment duration /b Permanent /li /ulullibBy online /b Online form /li /ul /p #J-18808-Ljbffr