Customer Success Manager

Overview

As a Customer Success Manager (CSM), you will be the primary advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients. Working at the intersection of Sales, Product, and Support, you will ensure our customers maximize the value of the company platform and achieve their business goals.

In this role, you will own a strategic book of business focused on building deep relationships, driving product adoption, securing net-revenue retention, and unlocking growth opportunities. You will partner closely with clients to define, measure, and optimize what success looks like for their business.

Responsibilities

Onboarding & Relationship Management

• Champion Enablement: Guide new clients through a seamless transition experience to deliver fast time-to-value.

• Build Trusted Partnerships: Cultivate relationships across client organizations, from day-to-day users to executive sponsors.

• Conduct Business Reviews: Lead regular strategic reviews (CBRs/EBRs) to align on goals, track ROI, and maintain momentum

Adoption & Engagement

• Drive Platform Utilization: Monitor platform usage and customer health metrics to proactively identify at-risk accounts and develop targeted intervention strategies

• Product Expertise: Partner with the Retail Excellence team to support successful feature launches and drive deeper user engagement.

• Voice of the Customer: Gather client feedback and collaborate with the Product team to help influence our roadmap.

• Support: Monitor open support tickets and configuration requests to ensure timely resolution and account stability.

Retention & Growth

• Strategic Planning: Develop and maintain success plans for each client that align to their strategic objectives, expected ROI, and key milestones.

• Own Renewal Process: for your assigned book of business, driving high retention rates through proactive planning and engagement.

• Unlock Growth: Identify and qualify upsell and cross-sell opportunities rooted in each client’s evolving needs, collaborating closely with the Sales team.

Responsibilities

• Based in or around Milan, Italy.

• Fluent in Italian, French, and English (written and spoken).

• Ability to travel for monthly on-site client visits.

• 3–5 years of experience in Customer Success, Account Management, or Client Services within a SaaS environment.

• Excellent written and verbal communication skills with high emotional intelligence and the ability to build credibility with executive stakeholders.

• Strong organizational skills with the ability to manage multiple client priorities simultaneously without dropping the ball.

• Creative, solutions-oriented thinking, you can quickly diagnose complex situations, zoom out to see the bigger picture, and adapt your approach accordingly.

• Demonstrated ability to learn products deeply and translate that knowledge into clear, practical guidance for customers.

• Comfortable working with data: able to analyze and present metrics using Excel or similar tools to tell a compelling story.

• A collaborative, dependable, and enthusiastic approach, bringing the same energy to internal teammates as you do to your clients.

• Customer-centric mindset with a genuine desire to go the extra mile for the accounts you own.