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

Job description

*Founded in 2016 and headquartered in Munich, enmacc is a high growth scale-up with a diverse team of over 100 professionals. We’re passionate about energy, technology, and building something that makes a real impact. If you are looking for an entrepreneurial environment where your work directly contributes to a more sustainable and digital energy future, 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. *Don't match every single requirement? We still want to hear from you!* ### **Our offer** - Competitive compensation package, including 28 days of annual leave. - Entrepreneurial, impact-driven culture with flat hierarchies and high autonomy. - Hybrid & Workation flexibility that balances office connection with the freedom to work from home or abroad. - €2,000 annual L&D budget plus 5 dedicated "Level Up" days to fuel your growth (for all full-time employees). - Commute & Wellness support, including fully covered gym memberships and paid transportation for office days. - Inclusive, international team that celebrates diversity and offers language classes to help you settle in. - AI-first environment where you’ll collaborate with a dedicated AI Philosophy and cross-functional expert groups. - Premium tech & workspaces, featuring top-tier Apple/Bose hardware in modern, dog-friendly offices. ***About enmacc*** *enmacc is Europe’s largest over-the-counter trading platform for energy and environmental commodities. We are digitizing the world’s energy markets by replacing manual, outdated processes with speed, transparency, and liquidity.* *Our platform empowers a massive network of over 2,400 active traders to manage risk and accelerate the global energy transition. By providing a secure and efficient trading environment for 650+ companies, we facilitate more than 14,000 monthly requests for quotes and 8,000 monthly trades. With a traded volume exceeding 60 TWh per month, enmacc enables energy suppliers, industrial companies, and trading houses to access the liquidity they need to thrive in a shifting market.* *As anEqual Opportunity Employer, enmacc is a diverse environment where all backgrounds, identities, and cultures are welcomed and celebrated. If you're excited about this role, apply and help us shape the future of energy trading!*