zetcom is one of the global market leaders for cultural institutions (museums & collections), managing organizations (foundations & associations) and environment departments (governments & corporations).
More than 1'200 customers in 30 countries use our configurable and customizable software (SaaS) to record cultural heritage, to manage daily business or to govern environmentally relevant facilities.
They are taken care of by our headquarters in Switzerland as well as our offices in Germany, France, Spain, Finland and USA and our worldwide partners.
zetcom celebrated its 25th anniversary in 2023 with its 100 employees.
The Customer Success team is responsible for taking care of our clients after their project goes live.
The team is the first point of contact for clients whenever they experience issues, need assistance and training, have questions, or request changes to their implementation.
The team works closely with technical specialists to solve issues, with project managers to understand client implementations, and with the sales team to offer additional services to our clients.
To join our diverse and international team serving all zetcom locations worldwide, working out of Berlin or Bern, with a partially remote working model, we are looking for an experienced, permanent, full-time Head of Customer Success.
You will drive sustainable growth and operational excellence by ensuring customers achieve measurable outcomes with zetcom's products, strengthening retention and satisfaction.
Reporting to the Head of Group Services and leading a team of 10 people including Key Account Managers, Customer Success Specialists, Support Specialists and a Product Trainer, you will own the full post-go-live customer relationship and ensure cross-functional alignment to support both customer journeys and zetcom's strategic objectives.
Tasks Align with management on company strategy, yearly targets and tactical initiatives; own and manage the CS budget and KPIs (CSAT, NPS, SLA.