Customer Success Manager

🎓 Bachelor or Master degree

💼 > 6+ years of experience in a similar position, leading a customer success team with proven performance and specific revenue goal achievement

📍 Geneva

🌍 Lucca is getting global! For this job, the required level in English and French is C2 (reading, writing, listening, speaking)

Job description

A bit of context

Lucca Software is dedicated to providing HRIS solutions that simplify HR processes for small and large organizations. Our solutions are used today by over 10’000 companies in over 130 countries. While we operate in the very serious field of management tools, our work is guided by the belief that a management software doesn't have to be grey, ugly, or boring. That is why we attach great importance to the design of our interfaces and the user experience. 

In 2022 Lucca celebrated its 20th anniversary and embarked on its internationalization journey, establishing subsidiaries in Spain, Switzerland and Germany. In Switzerland, our clientele includes companies like Columbia Sportswear, L’Occitane-en-Provence, Hansgrohe, Eurovision, ISO and Kepler Cheuvreux.

Your role

As the Customer Success Manager for the whole Switzerland, your main role will be to manage and develop the Customer Success team and to ensure that the quality of deployment and support we provide is recognized by our customers for its efficiency and accuracy, both in the French-speaking part and the German-speaking part of Switzerland.

This role will focus on 3 main areas: 

1. Management and organization of the CS team

2. Management of deployments and other services provided by the CS team

3. Structuring and continuous improvement of the post-deployment support

In more detail, your tasks will involve:

Team Management & Development (45%)

- Monitoring and steering KPIs (workload, customer satisfaction, support, usage, “on time” projects, daily rate, churn... ) and implement corrective actions where necessary

- Propose, define and share a 12-18 months vision in line with the CS Global vision

- Contribute to the development of the teams‘ skills by setting them ambitious objectives and guiding them in the means to be used to achieve them

- Set and monitor the managers’ individual objectives and team objectives

- Coach the CS managers on complex subjects faced with complicated customers or difficult situations

- Anticipate and collaborate with the recruitment team to monitor and guide recruitment

- Redefine recruitment process and test new approaches Coordinate with the CS OPS Director and the Training team to adapt and enhance the training program to the specific needs of Switzerland.

Project Management (25%)

- Play an active role in pre-sales by managing support for the Sales teams in a number of areas: 

Deployment deadlines and availability of teams

Validation of complex business proposals

Guaranteeing the quality of deployments

Coordination and exchange with the Integration BU for tailor-made services

- Contribute personally to pre-sales by taking part in support sessions as necessary

- Monitor the sales pipeline for opportunities and anticipate the needs of the customer

- Help sales by taking part in presentations whenever necessary

- Monitor the commercial pipeline of opportunities and anticipate the workload of future projects within a 3-month timeframe

- Manage the allocation and workload of projects by ensuring a good balance between the various Consultants

- Work with the HQ team to continually improve the resources available for deployments and monitoring: audit, training, presentation support, reporting template

- Be the guarantor and promote the processes specific to Switzerland within HQ in France

Monitoring and continuous improvement of customer support (30%)

- Play a major role and actively contribute, together with the Country Manager, to the implementation and development of the positioning of the role of the CS in the “couple”: CS AM

- Collaborate with the HQ in structuring the collection of regular feedback from key accounts and the analysis of this feedback in order to implement continuous improvement actions using Lean methodology

- Contribute to the overall development of support, its rules and the organization of the handling and processing of level 1 & 2 tickets for Switzerland

- Reinforcing customer satisfaction by structuring and implementing a proactive audit and improvement approach to the configuration of databases and/or the use of software for “non-premium” customers

- Setting up regular feedback on functional requirements specific to Swiss customers for the Product teams.

Ideal profile

❏ Bachelor or Master degree

❏ 6+ years of experience in a similar position, leading a customer success team with proven performance and specific revenue goal achievement

❏ Strong French & English written and verbal communication skills (C2 level). German is a strong asset.

❏ Deep understanding of software businesses, with knowledge of both the subscription and renewal models.

❏ Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.

❏ Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.

❏ Creativity and a keen eye for design and visual aesthetics (Software i.e. InDesign, Adobe Illustrator – advantage).

❏ Agility to work collaboratively in a fast-paced environment, both as a sole contributor as well as part of a team.

Recruitment process

Step 1: Phone interview with the Talent Acquisition Manager (30 minutes)

Step 2: Interview with the Country Manager (60 minutes)

Step 3: Case study followed by a small interview with future colleagues (80 minutes)

Step 4: Final Talk in our Geneva office (45 minutes)

Working at Lucca means...

✓working in an environment where people are happy to work - Lucca secured 2nd place in the 2024 HappyIndex®AtWork ranking (500-999 employees category).

✓transparency : including salary transparency - it is not a “tabou”, salaries are fully public internally.

✓the team comes first : instead of individual bonuses, we have a collective profit-sharing system based on revenue growth.

Come and join our human-sized company, whose highly participative operation leaves plenty of room for initiative, innovation and non-conformism.

Note : Our offers are open to employees who are recognised as disabled workers.