Head of Customer Success; Remote from

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

This strategic leadership role is designed for an experienced customer success professional ready to shape and elevate the global customer experience function. You will lead a high-performing team, develop scalable strategies, and ensure operational excellence across the entire customer journey. The position requires collaboration across sales, marketing, and technical teams to drive satisfaction, loyalty, and measurable growth. You will own key processes including onboarding, post-sales support, and logistics while continuously identifying opportunities to streamline workflows and improve client outcomes.

The environment is fast-paced, remote-first, and requires proactive problem-solving and strong analytical capabilities. This role directly impacts customer retention, revenue growth, and brand reputation worldwide.

• Lead and mentor the customer success team, including support, aftersales, and service coordination
• Define and implement scalable customer success strategies and processes to support business growth
• Establish, monitor, and report on KPIs and team goals aligned with organizational objectives
• Enable consultative sales through effective client communication across multiple channels
• Manage client onboarding, equipment setup, and coordination with technical service partners
• Oversee shipping, returns, and damage management, ensuring fast and clear resolutions
• Identify process improvement opportunities, implement workflow optimizations, and support automation initiatives
• Collaborate cross-functionally to enhance operational efficiency and overall customer satisfaction

• Minimum 5 years of experience in client-facing operations or customer success, with at least 2 years in a leadership role
• Proven experience in e-commerce operations; familiarity with Shopify and Quick Books preferred
• Strong analytical and problem-solving skills with high attention to detail
• Excellent written and verbal communication skills
• Ability to lead, motivate, and develop a high-performing team
• Knowledge of professional coffee equipment or the specialty coffee industry is a plus
• Experience coordinating across sales, marketing, and operational teams in a remote or distributed environment

• Fully remote, globally distributed team with flexible work environment
• Leadership opportunity in a high-impact, fast-growing brand
• Collaborative and passionate culture driven by innovation and excellence
• Exposure to global e-commerce operations and cross-functional projects
• Opportunity to make a direct impact on customer satisfaction, retention, and operational success

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.