Senior Customer Success Manager; CSM — AI Customer Intelligence Platform

Delta Labs is a University of Zurich startup building Elaiia, the Customer Simulation Layer for customer decisions. We combine scientific depth with entrepreneurial execution to pioneer AI Twins, intelligent persona simulations that mirror real consumer decision‑making. Elaiia helps teams test options before they commit, from product and pricing to messaging, channels, and experience, enabling faster, more precise, and more scalable customer decisions across the organization.

We’re scaling quickly and customer pull is strong. The next step is to professionalize and scale how customers onboard, adopt, and expand. As a Senior CSM, you’ll build the customer success motion that turns early traction into a repeatable engine.

As our Customer Success Manager, you’ll own key customer relationships end‑to‑end after signing. You’ll guide teams through onboarding, help them run high‑quality studies in Elaiia, and ensure customers get maximum value from the platform. You’ll work directly with senior stakeholders (Marketing, Insights, Innovation, Growth) and collaborate closely with the founders.

• Own onboarding and time‑to‑value: lead kickoffs, define success metrics, and get customers to their first “aha” quickly.
• Run studies with customers: support study design, translate business questions into research setups, guide interpretation, and ensure outputs are decision‑ready.
• Drive adoption: build habits across teams (weekly usage), enable new departments/use cases, and keep momentum high.
• Manage renewals and expansion: identify expansion triggers and run a structured cadence.
• Be the voice of the customer internally: turn feedback into product improvements and reduce friction in the workflow.
• Create repeatable CS playbooks: onboarding templates, study frameworks, Q  formats, and best practices that scale.

• Several years of experience in market research / consumer insights, with strong client‑facing delivery.
• Ability to translate ambiguous business questions into structured studies and clear decisions.
• Confidence working with senior stakeholders and navigating complex organizations.
• Strong ownership, reliability, and a hands‑on mindset — you drive outcomes, not tasks.
• Fluent German is required; strong English skills are expected (we work bilingually).

• Experience with SaaS customer success motions (QBRs, renewals, health scoring, expansion).
• Tech‑Savvy:
  Comfortable navigating and explaining complex software, including AI and Large Language Models (LLMs).

• Hands‑on and interdisciplinary — every team member shapes product and culture.
• Highly dynamic — we move fast, learn quickly, and iterate openly.
• Vision‑led – we are building the AI simulation engine of the future.

Delta Labs is an equal opportunity employer. We’re committed to building a diverse, inclusive, high‑performance team and we welcome applications from all backgrounds.

🚀If you love customer‑facing work, have strong research intuition, and want to shape how a category‑defining AI platform scales, we’d love to talk.