Head of Customer Success Management

Ready to revolutionize the future of employee insurance? Join us on an exciting journey to build the world's first fully digital employee insurance! Traditionally, the employee insurance industry and its processes have been cumbersome. Administrative headaches for HR managers, payroll managers, employees, doctors and claims managers, were the norm. Recognising the need for change, grape aims to revolutionise the traditional employee insurance model.

Your Role

As our Head of Customer Success Management your core mission is to build our Customer Success Management department from the ground up. Next to leading the team, you’ll be managing key customer and distribution partner relationships, managing end-to-end onboarding of new customers, resolving and coordinating customer inquiries.  

Working closely with our Chief Distribution Officer, you will  continue to build our Customer Success Management in order to ensure an excellent customer and distribution partner experience. As we continue to grow, you will play a key role in ensuring customer satisfaction while maintaining a sustainable growth.

Have you built up a Customer Success Management organisation and processes  from scratch before? And are also not afraid to roll up your sleeves to get things done? Then we would love you to apply!

What you will do

• Building up Customer Success at grape
  • You will lead, mentor, and develop the Customer Success team
  • You will drive the hiring strategy & run the hiring process for the customer success team
  • You will establish and communicate clear objectives, KPIs, and performance metrics
  • You will develop and implement the Customer Success strategy at grape
  • You will adapt and develop the Customer Success roadmap
• Customer Success Management
  • You will collaborate with product engineering, claims management, and other departments to ensure an excellent customer experience
  • You will provide regular updates to the leadership team on customer success metrics and initiatives
  • You will build and maintain strong relationships with key clients and distribution partners
  • You will oversee and lead the customer onboarding processes together with the onboarding managers and other functions
  • You will manage and oversee after-sales related customer requests
  • You will act as an escalation point for customer issues, ensuring timely and end-to-end  resolution
  • You will lead customer advocacy projects
  • You will set and closely monitor NPS targets 
  • You will analyse current onboarding practices and identify improvements 
• Building up Customer Success Management at grape
  • Manage the team and results
  • Lead the functionality build-up and ways of working
  • Strategically adapt and prioritize the roadmap
  • Drive hiring strategy & run the hiring process for the department 
• Maintain and optimize for customer centric departmental coordination
  • Covering our product, claims management,  complaints and customer feedback issue coordination, generate leads and inputs for renewals and cross/ up-selling activities), marketing and health (customer insights) 
• Managing customer relationships
  • Managing key customer relationships 
  • Enabling customer advocacy projects
• Measure and improve Customer Success Management
  • Set NPS targets and maintain them 
  • You will be responsible for the OKR setting and goal setting of the customer success team
  • You will analyse current onboarding practices, and identify improvements 

• You have experience onboarding B2B customers 
• You have proven your ability to orchestrate on a cross-departmental basis, with a customer centric approach to problem solving
• You have built up and maintained customer success related processes, tools and KPIs
• You have strong CSM scale-up experience in B2B market
• A minimum of 3+ years of leadership experience
• You have strong interpersonal skills and are able to communicate on a leadership level
• You are analytical and are able to make data driven decisions
• You’ve led several projects and customers simultaneously
• Ability to thrive in a fast-paced environment
• The ability to address customer needs with professionalism
• Fluency in German and English language skills, French is a plus 

What we offer

• Remote-friendly setup, you can work from home or the office. However, we love spending time together in our beautiful office in Hardbrücke, Zürich.
• Our offer includes a compensation package with a competitive salary, various benefits, and stock options.
• We have a flexible working hours policy.
• We cherish working with a top tier team and organise monthly team events and bi-yearly team retreats.
• We sponsor a work visa in case you need one and also cover your relocation costs.
• 25 days of paid vacation per year and 9 public holidays.
• 100% reimbursement for all work related books or audiobooks.
• You have access to 12 free mental health sessions per year, from our mental health partner Aepsy.
• We cover your commute to Zurich, or your SBB half fare card.
  

Our process

• Motivational Fit (phone screen) -  Talent Acquisition Partner | 30 min
• Role Fit Interview | 60 min
• Skills Assessment
• Skills Assessment Presentation - | 60min
• Cultural Connect @grape HQ  | 60 min
• Reference calls
• Offer

In case you have any questions, feel free to reach out!

GDPR Disclaimer:

By applying for employment, you acknowledge grape insurance AG's processing of your personal data under GDPR and other relevant data protection laws. The information you provide will be used for recruitment, kept confidential, and shared only with those involved in the process. We may retain your data after recruitment unless you request otherwise.

If your application is successful, your data may be used for employment-related purposes, and your submission implies consent to this processing. For inquiries, contact E-Mail schreiben .

If you disagree with these terms or wish to restrict data processing, we may be unable to consider your application.

D&I Disclaimer:

grape insurance AG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage candidates from underrepresented groups to apply.