Open positions.

Position 01

Customer Success Manager

Starting now · 80–100% · Zug · Zurich · Bern · Home office · German, English and French

Your core tasks

• —Proactive customer care: You run check-ins and regular reviews with property managers to make sure they succeed with imofix.io.
• —Onboarding & training: You lead implementation projects and webinars, so property managers and partners get comfortable with our order management and tenant service.
• —Helpdesk & support: You own the inbound process for helpdesk tickets and improve the support architecture for all our user groups.
• —Knowledge transfer & AI service: You build our self-service knowledge base (help center) for tenants and property managers and steer the «AI memory» that supports our users quickly and precisely.
• —Feedback loop to the product: You prepare support trends and usage gaps on a data basis, so development can derive direct improvements for order management and service.

How you work with AI

You automate your groundwork with AI — summaries, follow-ups, research — and regularly test the AI-supported service search against real cases to close gaps in the help center. Your development path is part of the role:

• —Level 1 — use standard tools for individual tasks (draft replies, summaries, translations)
• —Level 2 — build simple, reusable workflows for support processes (ticket triage, follow-ups, reporting)
• —Level 3 — independently develop productive AI and automation systems with clear quality control (e.g. self-service answers straight from the knowledge base)
• —Level 4 — build robust systems, e.g. the «AI memory» including governance (currency, retention, approvals), that measurably change service quality

The principle: the final judgement stays with you — and whatever needs relationship, escalation and guidance through change stays deliberately personal.

Your profile

• —You have experience in customer success or account management (SaaS), ideally around property managers.
• —You communicate as an equal — with a tenant, a craft business or the management of a property company.
• —You do not just extend processes, you actively restructure them to guarantee scalability.
• —You have a strong affinity for digital and AI tools and can put technical knowledge into words people understand.
• —You work solution-oriented (ownership) and keep a clear head even with complex requests.
• —Whoever wants to but cannot yet, can be helped: experienced senior or highly motivated junior — if you live our maker tone, you fit with us.

Apply as Customer Success Manager