Customer Success Manager

  • Appway
  • Zürich, Switzerland
  • Dec 11, 2017
Full time Customer Service

Job Description

Do you want to have a meaningful global impact and be an integral part of a fast-growing business? Then Appway is looking for you!   As a Customer Success Manager in Appway you are our customers’ Chief Adoption Officer and ensure they get the most out of Appway. You will be the primary contact for a portfolio of customers, with a consultative and holistic approach to their evolution, maximizing value and success for them over time.   As part of a global team, you will learn about our customers’ strategy and needs. You will proactively identify how Appway’s product and value proposition can best drive and support our customers’ journey. You will have a profound 360-degree expertise around Appway’s products and its services, from both a technical and a business domain perspective. You will act as a great facilitator between customers, partners and Appway to provide high value-added advice to a broad range of stakeholders at all levels. You will bring back all the information required for KPIs such as satisfaction, adoption, health, engagement. By ensuring the greatest possible experience with Appway you make the customer’s investment an immediate and long standing success.


Are you the perfect fit for Appway?

    • You love the complexity of interconnected technology systems as a mean to transform businesses and empower people in their job
    • As an outgoing communicator, you will lead the dialogue with the client and provide thoughtful leadership, possibly challenging business and technical stakeholders
    • You have strong soft skills and you are comfortable relating to customers at all levels up to senior executives
    • You are prone towards long-term, highly profitable business relationships developing a strategical vision and orchestrating its execution with creativity, initiative and ownership
    • You are team player that excels under pressure, loves problem solving and is result-driven

Main Responsibilities:

    • Maximise adoption of Appway solutions after sales and reduce churn
    • Ensure overall satisfaction of our Customers and users
    • Establish and sustain maturity of our Customers’ teams in rolling out new Appway solutions
    • Keep our Customers engaged with Appway and make them promoters in the community
    • Monitor and control the technical health of Appway installations to secure a frictionless experience
    • Facilitate effective operations and optimal ROI


    • More than 5 years’ experience in solution delivery and consultancy, preferably in the Banking / Financial Technology industry
    • More than 2 years in Customer Success Management, account management, or similar client facing experience
    • Good listener, product and client centric attitude, strong in relationship building, good communicator and coordinator, leadership skills across various business units
    • Fluency in English and German, any other language is an asset
    • Willingness to travel to customer locations throughout Switzerland (approx. 50%)