Head of Customer Success; Remote from Switzerland

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Success in Switzerland.

We are seeking a strategic and results-driven Head of Customer Success to lead the global customer experience function for a fast-growing e-commerce brand. This role is responsible for shaping the end-to-end customer journey, driving satisfaction, loyalty, and operational excellence across multiple channels. You will lead a high-performing team, optimize post-sales operations, and implement scalable processes that enhance both client and internal experiences.

The ideal candidate thrives in a dynamic, remote-first environment, has a strong background in e-commerce or customer-facing operations, and is passionate about delivering exceptional service while enabling business growth. This position offers a unique opportunity to make a significant impact across a global customer base.

• Lead and mentor a customer success team, overseeing support, aftersales, and service coordination functions.
• Define and execute scalable customer success strategies, establishing KPIs, processes, and team goals aligned with business objectives.
• Enable consultative sales and client interactions across multiple channels, including email, SMS, and social platforms.
• Oversee accurate and timely quotes, invoices, and order fulfillment, coordinating with internal teams and third-party partners.
• Manage client onboarding, equipment setup, and ongoing support, ensuring a seamless post-sales experience.
• Lead logistics-related communications for damages, returns, and shipping, collaborating with operations to improve processes.
• Identify recurring pain points and drive process improvements or automation initiatives to enhance efficiency and client satisfaction.

• Minimum 5 years of experience in client-facing operations or customer success roles, with at least 2 years in a leadership capacity.
• Strong background in e-commerce operations; experience with Shopify, Quick Books, or similar tools preferred.
• Excellent written and verbal communication skills with a strong client service mindset.
• Analytical and problem-solving skills, with attention to detail and operational rigor.
• Ability to manage remote teams and work effectively in a distributed, global environment.
• Familiarity with professional coffee equipment or the specialty coffee industry is a significant plus.

• Fully remote and globally distributed team with flexible working arrangements.
• Opportunity to lead a high-impact function within a fast-growing e-commerce brand.
• Collaborative and passionate culture focused on innovation and customer experience.
• Professional growth opportunities in a rapidly expanding organization.