Junior Customer Success Manager- Fidectus (m/f/d)

Fidectus is a Swiss-based energy tech company founded in early 2019. We enable energy traders of all sizes to digitize and automate over-the-counter cross-company post-trade processing. Our Global Energy Network (GEN) connects our clients to all market participants and enables them to benefit from tools for confirmation, regulatory reporting, settlement, netting, financing, and payment. Our innovative, fully cloud-based technology provides energy traders with tools to reduce their operational risk and cost, improve their collaboration, and let them improve their working capital.

We are driven by our passion for the energy industry and technology, thriving in a dynamic ever-changing scale-up environment. If you share our deal for working in a diverse and fast-paced environment, we invite you to submit your application below.

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.