Junior Customer Success Manager- Fidectus (M/F/D)

Your mission:

As a Junior Customer Success Manager at Fidectus, you serve as the primary point of contact, ensuring customers fully leverage the platform from onboarding through renewal and growth. This hands-on, customer-centric role requires building trust, managing the full customer lifecycle, handling day-to-day support, and collaborating cross-functionally to drive product adoption. You will proactively manage risks, escalate issues, and continuously improve the service experience to help clients succeed in the energy trading industry.

Your Responsibilities:

• Serve as the primary point of contact for your accounts during onboarding and beyond: understand their needs, align on expectations, and build trust-based relationships from day one.
• Plan and run onboarding end-to-end: account setup, training sessions, go-live preparation, and adoption support, adapting your approach to each customer's technical maturity and business context.
• Manage your support queue via HubSpot: triage, resolve, and communicate on inbound tickets within SLA, escalating bugs and feature requests to Engineering and Product with clear context.
• Own your account portfolio post go-live: run regular check-ins, business reviews, and product adoption conversations, proactively surface risks, and support renewals with usage evidence and commercial input.
• Drive product adoption by communicating new features and connecting platform capabilities to each customer's business goals.
• Identify upsell and cross-sell opportunities within your accounts and hand them to Sales with clear context and an account plan.
• Be the voice of your customers internally: bring structured feedback on product gaps and pain points to Product and Engineering.
• Develop and maintain training materials and documentation that help customers get to value faster.

Your profile

• 1-3 years of experience in consulting, Customer Success, or account management in a B2B SaaS environment, ideally including a start-up or scale-up phase. A background in energy or energy trading is a plus.
• An exceptional communicator: able to translate complex topics into clear language and engage confidently from operational teams to senior stakeholders.
• Genuinely customer-centric: you align your work with the customer's long-term goals and take ownership of the experience you deliver.
• Structured and hands-on: you can manage multiple onboarding engagements and a support queue in parallel without dropping the ball.
• Proactive problem-solver: you anticipate issues early and communicate risks clearly - customers rarely need to chase you.
• Self-driven and adaptable: you thrive in a fast-moving, high-autonomy environment.
• University degree or comparable knowledge from practical experience.
• Fluent in English and German.

Who exceeds in this role

• Customer-centric focus: project outcomes and account engagement consistently align with the customer's long-term success, not just the immediate deliverable.
• Proactive problem solving: potential issues are identified and addressed before they reach the customer, keeping relationships strong and escalations rare.
• Exceptional communication and trust-building: customers feel heard, well-informed, and confident in Fidectus as their partner.
• Adaptability and ownership: changes in scope or customer needs are absorbed with resilience, and accountability for the outcome never wavers.
• Continuous improvement mindset: learnings from each onboarding and engagement are fed back into how the team works, making Fidectus better for the next customer.

What you'll get:

• Swiss pension (BVG / 2nd pillar) per Fidectus standard.
• 25 days annual leave.
• Hybrid working from our Zürich office.
• Regular travel opportunities across European energy markets, including customer visits, industry conferences and partner events.
• Team events and company-wide meetups with Fidectus and the wider enmacc Group.
• Direct exposure to senior industry stakeholders across Europe's energy trading ecosystem.
• A front-row seat in a category-defining company transforming post-trade operations in the energy market.