Guide new customers through onboarding, ensuring smooth implementation.
Conduct training sessions and provide best practices while ensuring customers adopt key features to maximize value.
Act as the primary point of contact for customer queries and needs.
Build strong relationships with key stakeholders by conducting regular check-ins (QBRs, EBRs) to assess satisfaction and goals.
Monitor customer health scores and proactively address churn risks.
Identify upsell and cross-sell opportunities for additional features or services and collaborate with sales and marketing on renewals and expansion strategies.
Ensure customers get quick resolutions and escalate when needed and provide feedback to product teams for improvements.
Gather customer feedback and share insights with product and engineering teams.
Advocate for customers in roadmap discussions and ensure customers understand new features and updates.
Track customer engagement, satisfaction, and retention metrics. Use this data to drive strategies for reducing churn and increasing adoption.

Are fluent in both English and Italian.
Have 4+ years of experience in Customer Success for SaaS enterprise solutions within cybersecurity.
Have held a technical Customer Success, presales, or similar role that bridges technical teams and enterprise customers.
Possess a strong understanding of cybersecurity risks, technologies, and enterprise security environments.
Have a successful track record in minimizing churn and aligning technology with customer needs.
Have demonstrated ability to drive retention, product adoption, and customer satisfaction.
Thrive in a fast-moving startup or scale-up environment.
Bonus points if you have: A technical background (e.g., Python, APIs, or hands-on offensive security experience).
Experience helping scale Customer Success processes in a growing organization.

Customer Success Manager, Italian Speaking

Key skills