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. A customer who feels truly informed, cared for, and supported is one who comes back and tells others.

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.

• 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
• 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