LumApps

Onboarding Customer Success Manager – EMEA

LumApps

full-time

Posted on:

Location Type: Hybrid

Location: Zurich • Switzerland

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About the role

  • Partner with customers to understand their strategic goals, priorities, and desired business outcomes
  • Interact and engage with customers at all levels (including VPs and Directors) and with multiple personas (Communications, HR, IT, Operations, Frontline)
  • Advise customers on change and project management
  • Lead onsite and online workshops connecting frontline, desk-worker, and management stakeholders
  • Deliver product training and help customers identify and define their use cases and app structure
  • Share best practices and inspire customers to develop a successful implementation and rollout plan
  • Collaborate cross-functionally with Sales, Product, Engineering, Marketing, and Operations
  • Drive product usage and adoption, delivering value and meeting or exceeding customers' objectives.

Requirements

  • Minimum of 4–5 years of relevant experience, including at least 2 years of B2B experience in Customer Success, Consulting, Project Management, or Account Management within a Software-as-a-Service (SaaS) environment
  • Experience working with large, international customers
  • Experience in change and project management
  • Fluency in written and spoken German, English, and French is required
  • Strong relationship-building skills, backed by strategic consulting abilities and technical curiosity
  • Ability to manage and prioritize an onboarding portfolio with multiple customers at different stages simultaneously, effectively balancing competing priorities
  • Proven ability to build trust within complex organizational structures and to communicate effectively with a broad range of stakeholders
  • Demonstrated effectiveness in handling difficult customer situations and managing expectations
  • Ability to develop structured, efficient solutions
  • Excellent written and verbal communication and in-person presentation skills, including workshop facilitation
  • Driven, passionate, motivating, open, flexible, pragmatic, and empathetic personality
Benefits
  • Hybrid work model – 2 days in the office, 3 days remote
  • RTT days – approximately 10 extra days off per year
  • Meal vouchers (SWILE) plus free snacks and coffee
  • Yoga classes — take a mindful break in our Paris office
  • Supportive parental leave and family-friendly moments — including a Christmas party for your children
  • Health insurance (ALAN) – 60% covered plus full life and disability coverage
  • Afterworks, team celebrations, and seasonal parties
  • Equipment provided
  • French and English lessons, professional development, and access to Leeto CSE
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
change managementproject managementcustomer successconsultingaccount managementSaaSworkshop facilitationonboardinguse case definitionapp structure
Soft Skills
relationship-buildingstrategic consultingtechnical curiosityprioritizationtrust-buildingeffective communicationcustomer situation managementsolution developmentwritten communicationverbal communication