What the role involves
About Cerrion
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.
Your Mission
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.
Responsibilities
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.
Desired Skills & Experience
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 st
About Cerrion
Cerrion helps manufacturers automatically detect, understand and eliminate problems on their production lines using video-based Computer Vision. Our AI leverages standard CCTV cameras and learns how a manufacturing process looks like when things are going well and can automatically detect and track problems in real-time. For example, one of our customers, a Pepsi supplier producing 500 bottles per minute now automatically detects and reacts to a fallen bottle before it starts blocking their production line.
Full Cerrion profile