Customer Success Manager

Your missions

• Onboarding & Training: Guide new Italian customers through the onboarding process, providing comprehensive training to ensure they master Skello's features and integrate the solution seamlessly into their daily operations.
• Customer Advocacy: Act as the main point of contact for your portfolio of clients, building strong, trusting relationships. Understand their needs, answer their questions, and proactively address any challenges to maximize their satisfaction and usage of the platform.
• Upselling & Sales: Identify opportunities for upselling and cross-selling, promoting new features or higher-tier plans that align with our clients' evolving business needs. Your ability to spot these opportunities will be key to our market growth.
• Feedback & Strategy: Gather valuable feedback from our early Italian customers and act as their voice internally. Share insights with the Product, Marketing, and Ops teams to help refine our go-to-market strategy, product roadmap, and overall customer experience for Italy.
• Retention: Monitor customer health and usage metrics to proactively identify and re-engage at-risk accounts and fight against churn requests to ensure highest level of retention

Your profile

• Native Italian speaker and proficient in Spanish.
• Proven experience in a customer-facing role (1-5 years), ideally in customer success, account management, or a similar function within a SaaS or B2B environment.
• Exceptional communication and listening skills: You are a natural at building rapport, explaining complex concepts simply, and truly understanding a customer's needs.
• A strong growth mindset: You are a problem-solver who is patient, empathetic, and organized. You thrive in a dynamic, fast-paced environment and are excited by the challenge of building a market from scratch.
• Comfortable with sales and support tools (e.g., Salesforce, Intercom) and data-driven environments

What we offer

• Exceptional career development opportunities: As the first CSM for Italy, you will be at the forefront of our growth. This role is a stepping stone to leadership positions as our team expands.
• Competitive salary
• Lunch vouchers 
• Health insurance
• 5 extra days off per year
• A one-week full-time onboarding to make sure you have all the knowledge you need about skello and the Saas environment
• Unique company culture and strong ethics, including a constant focus on achieving diversity, equity and inclusion’s highest standards

Recruitment process

• Interview with our Country Manager Italy ( skills and fit)
• Business Case
• Interview with our Chief of Staff (vision and values)
• Welcome on board!