Customer Success Manager

Comprehensive, largely independent management of international business customers via video call, email, and phone (following a brief onboarding period) Proactively ensuring customer satisfaction throughout the entire contract lifecycle, from onboarding to renewal Organizing and conducting regular "Business Reviews" and customer surveys Coordinating technical first- and second-level support, ensuring timely, adequate responses and communication, including the professional resolution of technical issues Accurately logging and processing inquiries in the ticketing system Analyzing, evaluating, and preparing data for KPI reporting Organizing and conducting webinars, product demos, and onboarding sessions Summarizing insights gained from handling customer inquiries for Product Management and Engineering Documenting in the knowledge base and creating FAQs

Threema is the world’s best-selling secure messenger for both private users and businesses. Since 2012, we have been working tirelessly to ensure that our users can communicate freely without worrying about their privacy. Our growing user base includes millions of private customers and thousands of businesses and organizations from all over the world.

• Commercial background with IT know-how, an (IT) technical education, or a related degree, plus at least 3 years working in software

• Fluent in German, English and French. Spanish and/or Italian is a plus.

• Experience in technical support for SaaS or software products

• Interest in tech and ability to pick up new software tools quickly

• People person with a customer-first mindset

• Driven, solution-focused, and always looking for ways to improve processes

• Comfortable using iOS and Android devices

• Works independently and precisely, a real team player, and cares about security and privacy

• Strong communicator and thinks solution-oriented

• Good at building relationships and has a proactive mindset

• Understanding of SaaS business models, subscriptions, and the customer lifecycle

• Experience working across teams before