Customer Success Lead at Industrial AI Scale Up

At Cerrion, we’re building the future of AI-enabled manufacturing. Headquartered in Zurich with more than $25M in funding from Creandum, Y Combinator and top Silicon Valley investors, we’re building the industrial AI platform to deploy AI Agents that can see what’s happening on the production floor, automatically spot problems, and instantly intervene to keep lines running smoothly, at scale. Our technology is live in factories across 18+ countries, helping leading manufacturers in glass, beverage, food, CPG, building materials, and wood cut downtime by up to 50%. We’ve reached an exciting inflection point — and we’re accelerating fast.

We’re looking for an A++ player to lead our Customer Success Team in Zurich. Your goal is to build the processes and the team to ensure our industrial customers achieve sustained improvements in efficiency, quality and process reliability with Cerrion’s platform, from value engineer, to onboarding through proof-of-value, expansion and beyond. You’ll be part of an elite team, working closely with our founders, sales and product leaders to shape our customer lifecycle journey from implementation, key metrics monitoring, and expansion opportunity identification. If you thrive on data‑driven problem solving, and want to help industrial leaders adopt cutting‑edge AI at scale, this role is for you.

• Customer Success Strategy & Leadership: Define and own Cerrion’s Customer Success strategy across onboarding, value delivery, retention and expansion. Build the structure, processes and KPIs required to scale CS into a world-class function. Set clear targets for NRR, time-to-value, adoption and customer health.
  

• Value Engineering & Executive Value Delivery: Own the value narrative across our customer base. Define deployment KPIs (e.g., downtime reduction, quality escape prevention), standardize ROI methodologies and ensure every customer has a quantified success story. Personally engage in strategic accounts to secure proof-of-value and executive buy-in.
  

• Scalable Onboarding & Implementation Excellence: Design and continuously improve structured onboarding and implementation frameworks that drive fast, repeatable time-to-value across factories and multi-site rollouts. Ensure technical deployments are tightly aligned with operational objectives.
  

• Site Presence & Strategic Engagement: Regularly visit factories to deepen relationships, support complex rollouts and maintain a strong understanding of shop-floor realities.
  

• Cross-Functional Alignment: Partner closely with Sales on handoffs, forecasting, renewals and expansion planning. Collaborate with Product and Engineering to systematically translate customer insights into roadmap priorities. Represent the voice of the customer in leadership discussions.
  

• Retention, Expansion & Revenue Ownership: Own Net Revenue Retention (NRR) and expansion pipeline generation from the CS organization. Identify multi-use-case and multi-site expansion opportunities and establish repeatable motions that drive predictable growth.
  

• Operational Excellence & Reporting: Establish health scoring models, reporting cadences, QBR frameworks and internal dashboards. Build forecasting visibility for renewals and expansions. Implement tools and automation to scale the function efficiently.

• Experience: 4–8+ years of experience in Customer Success, Account Management, Strategy/Management Consulting or related roles, with at least 2+ years in a leadership or team-lead capacity. Experience building or scaling CS functions in a startup or scale-up environment is strongly preferred.
  

• Industrial & Operational Understanding: Strong enthusiasm for manufacturing and the ability to understand shop-floor workflows, operational KPIs and industrial change management. Experience working with industrial or manufacturing customers is highly valuable.
  

• Leadership & Ownership Mentality: Proven ability to build structure in ambiguous environments, set clear direction and raise performance standards. Comfortable taking full ownership of retention and expansion metrics.
  

• Data & Value Orientation: Highly analytical. Comfortable defining ROI frameworks, building dashboards and making decisions based on leading indicators. Strong business acumen with the ability to quantify value at executive level.
  

• Executive Communication: Exceptional communication and storytelling skills. Ability to influence plant managers, operations leaders and C-level executives with data-driven arguments.
  

• Cross-Functional Collaboration: Track record of partnering effectively with Sales, Product and Engineering teams and driving alignment in fast-moving environments.

• Organisational Excellence: Structured thinker with strong operational discipline. Able to build scalable playbooks, processes and documentation from scratch.
  

• Languages: Fluent in English; additional languages (e.g., German, French, Italian, Spanish) are a strong plus.
  

• Travel: Willing to travel regularly to customer sites.

• Impact: Take ownership of building and leading the Customer Success function at a company transforming global manufacturing with AI. Your work will directly shape customer outcomes and company growth.
  

• Growth: Join an elite, ambitious team with a “best idea wins” culture. This is a rare opportunity to build a core function from the ground up and grow into a senior leadership role as Cerrion scales.
  

• Compensation: Competitive salary, meaningful equity package and comprehensive benefits.
  

• Work environment: Flat hierarchies, minimal bureaucracy, and a cool modern office in central Zurich.
  

• Culture: Work alongside AI PhDs, ex‑Googlers and serial entrepreneurs from around the world, with regular team events.

If you’re passionate about AI, driven by customer impact and ready to help factories become autonomous and efficient, we’d love to meet you.

Cerrion is an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees. We are open to all groups of people without regard to age, color, national origin, race, religion, gender, sex, sexual orientation, gender identity and/or expression, marital status, or any other legally protected characteristics.