Customer Success Manager

Join Proton and build a better internet where privacy is the default

Proton is one of Europe’s fastest growing scale-ups, serving more than 100 million users around the world. Since the launch of our first service – Proton Mail – in 2014 by scientists who met at CERN, Proton now provides an ecosystem of well-known services such as Proton VPN, Proton Drive (encrypted file storage), Proton Pass (encrypted password manager) and much more.

Our mission is to build a more ethical and responsible alternative to Big Tech services, with a focus on end-to-end encryption, privacy, open-source and ease-of-use. Our user-first approach has helped Proton grow organically to serve millions of consumers and businesses around the world, with users from organisations including The Guardian, The New York Times and the UN. Proton does not have venture capital investors, is profitable and self-sufficient, and today has over 500 employees representing over 40 nationalities. We're headquartered in Geneva, Switzerland, with additional offices in Zurich, London, Paris, Barcelona, Taipei, Skopje, Vilnius and Prague.

As one of Europe's fastest-growing companies, we offer the chance to tackle complex challenges, influence millions and shape a more equitable internet. We want to create more than just one of the world's most impactful tech companies: we want to create a new internet that serves the interests of all people. We need you, your voice, your ideas and your ambition to make it happen.

More about the role:

We’re looking for a dynamic and customer-focused Customer Success Manager to join our rapidly growing team. If you thrive on building strong relationships, solving real problems, and making a tangible impact on customer experience - this role is for you.

As a CSM, you'll be the trusted advisor to our global customers, guiding them from onboarding to long-term success. You’ll be at the center of their journey - helping them unlock value, overcome challenges, and grow with our solutions. Your insights and strategic approach will not only ensure satisfaction but also identify opportunities to expand and elevate the partnership.

This is a high-impact role where your work will directly influence retention, growth, and our product roadmap — all while working alongside a collaborative, forward-thinking team.

 

Key Responsibilities:

• Onboarding & Implementation:
  • Guide new customers through the onboarding process, ensuring a smooth and successful transition to Proton products.
  • Provide personalized training and support to customers on product features and best practices.
  • Assist customers in configuring and optimizing their Proton solutions.
• Customer Relationship Management:
  • Build and maintain strong relationships with key customer contacts.
  • Proactively identify and address customer needs and concerns.
  • Conduct regular customer check-ins to ensure satisfaction and identify potential upsell opportunities.
• Account Management:
  • Manage customer accounts, track key metrics, and analyze customer usage patterns.
  • Identify and pursue upsell and cross-sell opportunities within existing accounts.
  • Work closely with the sales team to identify and qualify new business opportunities.
• Customer Advocacy:
  • Act as a customer advocate within Proton, providing valuable feedback and insights to product and engineering teams.
  • Contribute to the development of best practices and improve customer experiences.

 

Candidate Profile:

The ideal candidate will have a strong background in customer service or account management, preferably within the technology or email service sector. Excellent communication skills, a proactive approach to problem-solving, and a keen ability to identify revenue-generating opportunities are essential. A commitment to customer satisfaction and building lasting relationships with clients is paramount.

Preferred Qualifications:

• 2+ years of experience in a Customer Success, Account Management, or similar role.
• Proven experience in onboarding new customers and providing exceptional customer support.
• Excellent written and verbal communication skills in English.
• Fluency in at least one other European language (French preferred) is a strong plus.
• Proven track record with SMB to Mid-Sized Account Management and Customer onboarding.
• Strong understanding of customer relationship management principles and best practices.
• Experience with using CRM systems.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills with the ability to build strong relationships with customers.
• Passion for customer success and a strong commitment to providing exceptional customer experiences.

 

Why Proton:

• Work with the best – Hiring at Proton is extremely selective. We believe that small teams with exceptional talent will always outperform larger teams with more bureaucracy. Build quickly with smart people from some of the world’s top universities and organisations who are here because they want to get things done.
• Grow with us – As one of Europe’s fastest growing tech companies, we provide opportunities for rapid career advancement. We prefer to promote from within whenever possible.
• Do work that matters – Proton’s services are at the forefront of defending freedom and democracy around the world, and our work helps save the lives of journalists and activists working on the front lines.
• Be part of a movement – Proton is not just world-class products and services; we are also leaders of a broader community-driven movement advancing a more socially responsible way of doing business online. Whether it’s through maintaining the core open-source libraries used by thousands of other businesses or providing financial/technological support to aligned organisations, your work will have an outsized impact on the world.
• Benefits – in addition to flexible working hours and career growth support, Proton offers other benefits such as free lunch at the office (or dinner, if needed) along with a supportive, tight-knit in-person office culture. All team members can also be shareholders, with the opportunity to gain outsized financial rewards for our success together.

 

Check our social media to learn more about Proton: LinkedIn ,Reddit ,X, YouTube

 

Our Commitment to Diversity and Inclusion

At Proton, we believe diversity drives innovation and strengthens our mission to provide privacy as a default for all. We are committed to fostering an inclusive environment where all individuals, regardless of race, ethnicity, gender, age, sexual orientation, physical ability, or socio-economic background, feel valued and empowered. We strive to create equal opportunities, promote open dialogue, and support continuous learning to ensure every voice is heard and respected.

If you need any extra support or reasonable adjustments during the hiring process, please let your talent partner know.

 

Candidate Privacy Notice

When you apply for a position, refer a candidate, or are considered for a role at Proton Technologies AG (Proton, we, us, or our), your information is stored in Greenhouse, in accordance with their Service Privacy Policy. This information is used to evaluate your suitability for the posted position. We also retain this information for consideration for future roles that you may apply for or that we believe may align with your background and skills.

If we no longer have a legitimate business need to process your information, we will either delete or anonymize it. Should you have any inquiries about how we use or manage your information, or if you wish to access, correct, or delete your data, please contact our privacy team.

 

Proton does not accept unsolicited resumes from any sources other than directly from a candidate. Proton will not pay a fee for any placement resulting from the receipt of an unsolicited offer, even in a situation when the relevant candidate is employed by Proton.

To learn more about our privacy policy, please visit https://boards.eu.greenhouse.io/protongdpr