Strategic Customer Success Manager - Italian Speaking

Accountabilities: • Manage a portfolio of strategic enterprise accounts across Europe, focusing on Italian-speaking customers and driving long-term customer success.

• Build trusted advisor relationships with clients, understanding their business objectives and helping them maximize the value of the platform and its services. • Lead customer onboarding and implementation processes, ensuring a smooth transition from the sales stage to successful product adoption. • Partner closely with Sales teams to deliver a consistent customer experience, identify expansion opportunities, and support account growth. • Develop strong relationships with stakeholders at all levels, from everyday users and technical teams to senior executives and C-suite decision-makers. • Drive product adoption and engagement by educating customers on innovative AI-powered video creation capabilities and identifying relevant use cases. • Manage account performance against defined KPIs, monitoring customer health, retention, engagement, and growth opportunities. • Conduct regular customer business reviews and strategic check-ins, ensuring clear objectives, measurable outcomes, and senior stakeholder participation. • Proactively identify customer risks, develop mitigation strategies, and forecast potential retention challenges or opportunities. • Demonstrate the value and return on investment of the platform through business insights, performance tracking, and tailored recommendations. • Identify opportunities for account expansion, upselling, and cross-selling while maintaining strong customer relationships. • Support customers with practical product demonstrations and basic video editing using the platform. • Coordinate with internal teams to resolve customer challenges, improve the overall experience, and ensure successful delivery of customer objectives.

Requirements:

• Proven customer-facing experience in Customer Success Management, Client Services, Account Management, Technical Account Management, Implementation, or a similar role, ideally within a B2B SaaS environment. • Experience managing a portfolio of enterprise customers or a book of business, with responsibility for performance KPIs and account outcomes. • Demonstrated ability to manage customer retention risks, forecast account performance, and identify opportunities for business growth. • Strong relationship-building skills, with the ability to establish trusted advisor partnerships and demonstrate measurable value to customers. • Experience successfully onboarding new clients, driving early adoption, and developing long-term relationships throughout the customer lifecycle. • Ability to plan and lead regular customer meetings and business reviews, communicate account health, and present growth opportunities to senior stakeholders. • Strong commercial awareness and understanding of customer ROI, retention strategies, and account expansion. • Excellent communication and presentation skills, with the confidence to navigate both business-level and technical discussions across different organizational levels. • Fluency in both Italian and English, with the ability to communicate effectively with customers and internal teams. • Based in Europe and comfortable working in a fully remote environment. • A proactive, energetic, and customer-oriented mindset, combined with strong organizational skills and the ability to manage multiple strategic accounts.