Head of Customer Success Management (f/m/d)
CTIO Office – Digital Dental Platform
The CTIO office of Straumann group is responsible for overseeing the company's entire digital technology infrastructure, ensuring its scalability, security, and efficiency. This includes leading software development efforts, managing the groups AI development, and driving the development of the company's digital dental platform Straumann AXS. The CTIO strategically integrates cutting-edge technologies with business operations to enhance performance and innovation. Additionally, the office ensures alignment between technology, data strategies, and business goals, working closely with cross-functional teams to deliver high-quality digital solutions that drive customer value and business growth.
Position Summary
The Head of Customer Success Management is responsible for defining and executing the customer success strategy for our digital dental platform. This includes ensuring customer engagement, satisfaction, and retention while developing the right approach to customer success management across the organization. The role also involves collaborating with software development teams that contribute to the platform and ensuring the delivery of high-quality services that meet customer needs.
The Head of Customer Success Management reports directly to the CTIO (Chief Technology and Information Officer). This is a leadership role that requires close collaboration with internal and external software development teams, customer service teams, and product management teams. The role is global in scope and is based in Basel, Switzerland.
Main Tasks and Responsibilities
- Develop and lead the global Customer Success Strategy for the digital dental platform, focusing on driving customer engagement, satisfaction, and long-term retention.
- Build and manage a high-performing Customer Success team, setting up efficient operations to meet the needs of the organization and its diverse customer base.
- Define and implement customer success processes across various business units and software product lines to ensure consistent, high-quality customer interactions and engagements.
- Cultivate strong, long-term relationships with key customers to ensure their success with our digital dental platform, working closely with software development teams to align the platform with customer requirements.
- Drive customer-centric initiatives, ensuring that customer feedback is integrated into the product development lifecycle to continuously improve the platform and related services.
- Collaborate with software development teams to align customer success goals with platform enhancements and updates.
- Manage customer success metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates, ensuring that the team delivers measurable value to both the company and its customers.
- Develop and manage the Customer Success Budget, ensuring cost-effective operations and strategic investments in customer success initiatives.
- Represent the customer perspective in the agile portfolio management process, contributing to the overall platform roadmap.
Education and Experience
- Bachelor’s or Master’s degree in business, technology, or a related field.
- Minimum 10 years of professional experience in customer success management, account management, or a similar leadership role, preferably in a digital or SaaS environment.
- Strong experience in leading customer success initiatives for digital platforms, with a proven track record of enhancing customer satisfaction and engagement.
- Experience in developing customer success management programs for customers in dentistry or other medical disciplines
- Experienced working with software development teams using modern SW processes and methodologies, particularly Agile and Scrum.
- Experience managing and mentoring a global Customer Success team.
- Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams and senior stakeholders.
- Analytical and data-driven with strong problem-solving abilities.
- Fluent in English; other languages are an asset.
Personal Attributes
- Customer-focused leader with a passion for delivering value and creating positive outcomes for customers.
- Strong understanding of digital platforms and services, with the ability to bridge the gap between technology and customer needs.
- Collaborative team player who can build trust and work effectively with diverse teams and stakeholders in a matrix environment.
- Strategic thinker with excellent leadership, consulting, and negotiation skills.
- Organized and able to manage multiple customer success initiatives and priorities simultaneously.
- High integrity, ethics, and personal values; dedicated to the company’s culture and mission.
- Strong continuous improvement mindset with a focus on innovation and learning.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Switzerland : Basel
Travel Percentage: 0 - 20%
Requisition ID: 15044
