Head of Customer Success

?? About grape: 

Our entrepreneurial spirit drives us in what we do and what we are passionate about. Our mission is to become the premier health partner in the insurance business. Recognising the need for innovation in the traditional employee insurance model we are set to revolutionize the employee insurance industry. We help companies support people before and after they get sick and to make more of their time. Our insurance solutions reduce monotonous and manual work for employees, doctors, HR & payroll managers. As we strive to lead a technology-driven transformation, we put employees first.

At grape we pride ourselves on our people and our culture. We continue to grow fast and that’s where you come in. Our team is dynamic, diverse and full of creative ideas. Want to join? We can’t wait to get to know you!

?? Your role:

As our Head of Customer Success Management you build and lead our Customer Success Management Team from the ground up. Collaborating closely with our Chief Distribution Officer, you will drive the growth of our Customer Success Management to ensure an exceptional experience for our customers and partners. This role is situated at the core of our customer experience and you will play a key role in ensuring satisfaction, generating additional volumes and maintaining sustainable growth.

?? What you’ll do:

• Develop and implement the Customer Success strategy and roadmap 
• Drive hiring strategy, establish clear objectives, KPIs, and performance metrics as well as provide regular updates on customer success metrics and initiatives
• Build and maintain strong relationships with key clients and distribution partners
• Oversee and lead the customer onboarding process, manage after-sales customer requests and act as an escalation point for issues
• Identify opportunities to enhance customer experience and drive product adoption and use data-driven insights to inform strategy and decision-making
• Represent the customer's voice and work closely with Product and Engineering teams
• Aggregate customer feedback across departments to generate leads for renewals and cross/up-sell activities
• Set and maintain NPS targets, continuously analyze, and improve onboarding practices

??? What you’ll need:

• Experience in Customer Success Management in a B2B scale-up with 8+ years experience in a similar role
• Ability to build up and maintain customer success related processes, tools and KPIs across departments
• Strong interpersonal and communication skills with 3+ years of leadership experience
• Analytical skills and ability to make data driven decisions 
• Ability to consult and advise on the best solution using a customer-centric approach
• Experience in leading several projects and customers simultaneously 
• Proficiency in German and English (French is a plus)

?? What we offer in return:

• Empowering workplace: Join a passionate team and an empowering workplace where you are given the ownership, tools, and support to make decisions and take initiative. Together we grow and build innovative solutions.
• Hybrid setup: Enjoy the flexibility of our hybrid work setup, with the freedom to work remotely or from our offices in Basel and Zurich. On Thursdays, our team day, we meet together in our Zurich office. 
• Salary: A competitive compensation package with the opportunity to obtain phantom stocks options. 
• Results-Oriented Work Environment: In a full time (5 days per week/42 hours), we encourage you to focus on objectives and delivering high-quality work rather than sticking to a fixed schedule. 
• Learn & Grow: We support you in improving your skills, acquiring new knowledge and advancing your career. We also allocate a CHF 1'500.- budget annually. 
• Wellbeing: Work-life balance is important to us and we foster a supportive work environment. You will have access to 12 mental health sessions per year.
• Leave: Enjoy 5 weeks of annual leave (25 days) of paid vacation and 9 public holidays. 
• Travel Support: We will provide you with a SBB half-fare card.
• Relocation Support: We aim to make the transition as smooth as possible. If you are relocating from the EU we will cover your relocation costs and visa.
• Social gatherings: Together we have fun at our monthly team events and bi-annual team retreats.

?? How we hire: 

When making a hiring decision, we look for a match in four main areas: skills and technical abilities, mindset & values and we assess them in the following three steps.

Step 1 - Your Application: Our talent acquisition team and hiring manager will review your application and respond within one week.

Step 2 - Your Motivation: We'll invite you to a 30-minute motivational chat with our talent acquisition team so we can get to know each other better.

Step 3 - Your Role & Culture Fit: You’ll have two more interviews to confirm your fit for the selected role and our culture. In case of highly technical roles we’ll additionally assess the specific skills you’ll need for your role. 

A variety of experiences, perspectives, and voices make us the company we are and we’d love to hear about yours!

grape insurance AG
Hardturmstrasse 132
8005 Zürich