zetcom

Customer Success Manager

• Align with management on company strategy, yearly targets and tactical initiatives; own and manage the CS budget and KPIs (CSAT, NPS, SLA adherence, up-/cross-sell pipeline)
• Be the executive sponsor in key strategic customer relationships: lead regular service delivery reviews and hold C-level conversations with key accounts
• Own, define and continuously improve Customer Success processes, workflows and playbooks. Standardize and structure how the team operates
• Own and develop the CS tooling ecosystem, primarily Zendesk, with contributions to HubSpot, Confluence, Jira and internal CRM; ensure good data hygiene and interface with other teams
• Share ownership of the customer journey map with the Projects team; own the customer relationship post go-live
• Lead and manage escalations in support and maintenance contexts
• Enable the CS team to deliver high-quality support, standard product onboardings, change requests and trainings, on time and on budget
• Identify and activate commercial growth opportunities within the existing customer base (up-sell/cross-sell); contribute to customer segmentation with the Commercial team
• Collaborate with Sales, Product, Projects and Technology to ensure a seamless and aligned customer experience
• Manage, coach and develop the people within the CS organization; contribute to hiring and team growth

Head of Customer Success

Human Resources

• HR management: Responsible for operational and strategic HR matters at our locations in Germany, Switzerland and internationally — in collaboration with local external experts.
• Direct reporting to the CEO: You will work closely with executive management and have real influence on the strategic direction of our HR processes.
• Talent acquisition & employer branding: You identify and attract top talent, optimize recruiting processes, and implement innovative recruitment strategies.
• Advising & company culture: Close collaboration with team leads and employees to promote a strong and appreciative company culture.
• International HR coordination: Liaison with external parties (e.g., payroll providers, legal counsel) and management of cross-border HR topics.
• HR strategy & processes: Further development and digitalization of HR processes, implementation of HR software, and optimization in areas such as compliance, talent development, and compensation & benefits.

HR Manager, m/f/d

Backend Engineer

• Participate in requirements analysis with product management.
• Collaborate with internal teams to produce software designs and architectures.
• Develop clean, scalable, and performant code using Java and Jakarta EE.
• Responsibility for unit and integration tests.
• Revise, update, refactor and debug code.
• Continuously improve existing code base.
• Develop documentation throughout the software development life cycle.
• Serve as an expert on specific sections within the framework and provide technical support.
• Mentor junior developers and provide technical guidance, promoting knowledge sharing and professional development within the team.

Head of Customer Success

Head of Customer Success

HR Manager, m/f/d

Senior Java/Jakarta EE Fullstack Developer