Manager of Customer Success - Italy
Hybrid · Milan, Lombardy, Italy
Milan, Lombardy, ItalyHybridFull TimeSenior LevelNot SpecifiedDigital MediaLarge
Type
Full Time
Level
Senior Level
Education
Not Specified
Company size
Large
Industry
Digital Media
Job Summary
Manager of Customer Success leads a team of Customer Success Managers for the Italian market, focusing on onboarding, adoption, customer health, and retention to drive GRR and NPS; collaborates with Account Management, Product, and Marketing to align on renewals, advocacy, and Voice of the Customer; responsibilities include coaching, data-driven decision making, and maintaining Salesforce data, with a hybrid work model (2/3 days on-site in Milan and remaining days remote).
Required Qualifications
- Fluency in Italian and English
- Experience leading a Customer Success or post-sales team in a SaaS or technology environment
- Proven success driving customer adoption, satisfaction, and retention at scale
- Deep understanding of customer lifecycle management and success planning frameworks
- Strong data literacy and ability to interpret customer health metrics and operational KPIs
- Excellent communication and influencing skills, able to align cross-functional stakeholders around customer outcomes
- Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar)
- Empathetic, organized, and commercially minded leader who builds trust and drives accountability
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