Milan, Lombardy, Italy
- Lead and develop a team of 10 Customer Success Managers across EMEA, driving retention, adoption, and expansion - Own and optimize key performance metrics (NRR, churn, expansion), identifying risks and growth opportunities through data analysis - Define and implement scalable Customer Success strategies, including segmentation, engagement models, and lifecycle optimization - Drive cross-functional alignment with Sales, Product, and Support to improve customer outcomes and operational efficiency - Design and optimize CS processes, playbooks, and tools to support scalability and performance - Manage escalations and complex business cases, ensuring structured resolution and stakeholder alignment
- Designed and optimized Customer Success processes and CRM workflows, improving scalability and operational efficiency - Owned Customer Success contribution to Revenue Operations (RevOps), tracking customer health, renewals, churn, and expansion - Developed reporting frameworks to identify upsell opportunities, improve forecasting accuracy, and support revenue growth - Built reporting infrastructure and dashboards (HubSpot, Stripe, Excel, PowerBI) to enable data-driven decision making - Defined and monitored KPIs (health score, retention, churn, efficiency), translating insights into actionable improvements - Led cross-functional initiatives (retention, process optimization, data quality), aligning operations with business goals - Collaborated with Sales, Product, Marketing, IT, and Support to streamline workflows and improve customer experience - Improved data quality and system integrity to ensure reliable, scalable reporting - Managed escalations and complex business cases, supporting structured resolutions and commercial outcomes (upsell/down-sell) - Designed and delivered training programs for CSMs, improving performance, tool adoption, and operational consistency
Responsible for growing the Company Supply Portfolio by acquiring and nurturing Suppliers Nation-wide from different industry verticals with full cycle Sales, CRM and Account Management activities: - lead hunting and qualifying - cold calling and demoing - negotiation and contracting - onboarding and managing (Account Manager) Succesfully increased the Company Supply Portfolio by nearly 300%
B2C Customer Care Agent in: - Italian - English - Spanish - French