Customer Success Manager

Accountabilities

• Serve as the primary point of contact and trusted advisor for German-speaking customers, developing strong, long-term relationships.


• Own customer-facing value transparency for reimbursement services by highlighting realized benefits, identifying deviations early, and escalating issues to the relevant Operations teams.


• Develop deep expertise in Swiss pharmaceutical reimbursement processes and use this knowledge to deliver practical customer value and support customer-facing teams.


• Coordinate account-critical escalations and ensure timely resolution across Support, Operations, Product, and Technology teams.


• Proactively introduce new product features, identify additional customer needs, and lead upselling and expansion conversations that support customer satisfaction and account growth.


• Orchestrate the onboarding of new customers, own the customer success plan, and ensure a smooth implementation experience.


• Represent the Swiss customer perspective in product development and broader Customer Success initiatives, working with Product teams to identify and prioritize opportunities.


• Maintain a predominantly proactive approach to customer engagement, while supporting operational activities when required in a growing and evolving environment.

• Experience in healthcare and B2B customer-facing roles, with a strong understanding of customer needs and relationship management.


• A customer-oriented and entrepreneurial mindset, with a genuine drive to exceed expectations and solve complex problems.


• Strong organizational skills, with the ability to structure work effectively, manage competing priorities, and stay focused on outcomes.


• High degree of autonomy, ownership, and goal-oriented execution in a fast-paced environment.


• Strong interpersonal skills and the ability to collaborate effectively with different teams and stakeholders, including under pressure.


• Excellent written and verbal communication skills in German and English.


• A proactive, solution-oriented approach and the ability to identify underlying problems rather than simply addressing symptoms.


• Comfort working in a rapidly evolving technology environment where creativity, adaptability, and a hands-on mindset are essential.

• Contribute to a meaningful mission focused on helping patients gain faster access to the medical treatments they need.


• Have a direct impact on customer success and the growth of an innovative healthcare technology business.


• Access individualized learning and professional development opportunities.


• Enjoy flexible working arrangements within a remote-first European environment.


• Join an international team of highly motivated professionals.


• Work with a high level of independence and take on meaningful responsibility from an early stage.


• Develop your expertise at the intersection of healthcare, technology, customer success, and pharmaceutical reimbursement.


• Full-time position with a mid-level experience profile.

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