Customer Success & Retention Manager

Aeon is one of the fastest-growing startups in the preventive healthcare space in Europe, redefining the category through full-body MRI and advanced blood diagnostics that detect potential anomalies before symptoms occur. We are building a category-defining health brand that combines scientific precision with a genuine commitment to our customers.

As we scale across Europe, we believe that the experience after the check-up is just as important as the check-up itself. A customer who feels truly informed, cared for, and supported is one who comes back and tells others. We are looking for someone to own that completely.

In this role, you will build the customer success function from the ground up and play a direct role in shaping how Aeon retains and grows its customer base. This is a strategic, high-ownership position with a direct line to retention, referrals, and long-term growth.

## Tasks

As our Customer Success & Retention Manager, you will be the person who makes sure no customer falls through the cracks. You are joining at an early stage where customer success is largely untapped — there is data and feedback coming in, but no one is owning it yet. Your job is to change that and build the function from the ground up.

In your first year, you will have turned raw customer feedback into a structured CS operation with clear processes, measurable outcomes, and a direct impact on retention and growth.

**Your tasks:**

• Own Aeon's core retention metrics: customer satisfaction, re-booking rate, churn (how many customers we lose), and referral volume
• Design and execute onboarding and follow-up flows that make every customer feel informed, cared for, and confident in their decision
• Collect, structure, and act on customer feedback to continuously improve the experience
• Identify customers who may not have had the best experience and proactively reach out to make it right
• Turn happy customers into active referrers through personal outreach and word-of-mouth initiatives
• Work closely with the operations, medical, and growth teams to close the loop on customer feedback and improve the end-to-end journey
• Build scalable playbooks, templates, and automated flows so the CS function grows with the company

## Requirements

• Experience in customer success, account management, or a client-facing role
• Genuinely customer-obsessed — you find satisfaction in solving problems and building long-term relationships
• Analytical mindset: you are comfortable working with customer data, spotting trends, and making decisions based on numbers — not gut feeling alone
• AI-native mindset: you constantly challenge how AI can help you work smarter — from automating follow-ups to surfacing customer insights faster
• Strong communicator in German and English, written and verbal; Swiss German is a plus
• Structured and organised: you follow up, you document, and nothing falls through the cracks
• Comfortable working with CRM tools to manage customer interactions and track outcomes
• Ownership-driven — you do not wait to be told there is a problem before acting
• Fluent in English and German
• Swiss work permit or Swiss/EU/EFTA citizenship and ability to work from our office in Winterthur
• You are passionate about health and prevention

## Benefits

• A rare opportunity to build the customer success function of one of Europe's fastest-growing preventive health companies from an early stage
• Real responsibility and ownership from day one
• Exposure to leadership-level decision-making and prioritization
• Exciting growth opportunities as the company scales
• A strong, health-focused company culture
• Weekly CrossFit sessions with the team and free healthy snacks at the office
• Competitive compensation

**Closing**

Skip the traditional paperwork. No need to submit a cover letter: the questions in the application form will help us get to know you.