Customer Success Manager

TL;DR

Customer Success Manager (Italian): Driving revenue growth by ensuring customers extract maximum value from the platform with an accent on customer retention, expansion, upselling, and cross-selling. Focus on exceeding ambitious targets and leveraging data to optimize customer lifetime value.

Location: Remote within Europe, with frequent opportunities to meet up.

Company

hirify.global is a fast-growing B2B SaaS company, recognized as one of Italy's Top 10 LinkedIn Startups, building hospitality tech to boost lodging providers' revenues and direct bookings.

What you will do

• Drive revenue growth and expand customer accounts through upselling and cross-selling, exceeding assigned quotas.
• Manage a high volume of daily customer interactions, including calls, video meetings, and demo presentations, to drive engagement.
• Ensure full product adoption through proactive training, regular check-ins, and strategic business reviews.
• Analyze customer behavior and product usage data to identify optimization opportunities and maximize customer lifetime value.
• Minimize churn through proactive problem-solving and tailored strategies to enhance satisfaction and platform utilization.
• Collaborate with sales, marketing, and product development teams to ensure seamless customer experience and continuous improvements.
• Constantly refine and improve customer success processes, including automating routine tasks and leveraging cutting-edge CS tools.

Requirements

• 3-5 years of experience in a SaaS company in a CSM, Account Management, or Sales role, with a strong track record of upselling and cross-selling success.
• Proven sales-oriented mindset with the ability to drive revenue expansion and exceed sales targets.
• Strong data analysis skills to track KPIs and develop action plans for growth.
• Proficiency in CRM tools (e.g., Salesforce, HubSpot) for tracking interactions and driving expansion strategies.
• Deep understanding of customer success methodologies and ability to translate needs into revenue opportunities.
• Language Skills: Italian as a mother tongue and English proficiency at a C1 level.

Nice to have

• Experience in the travel, tourism, or hospitality industry (PMS, OTAs, Channel Managers).
• Additional languages like Portuguese or French.

Culture & Benefits

• Work in a small, fast-moving, top-performing team.
• Environment where mistakes are allowed, fostering rapid growth and learning.
• Opportunity for continuous growth and challenging the status quo.
• Remote working with frequent opportunities to meet up.
• Fun and enriching team-building events.
• Competitive salaries and bonuses that recognize talent and hard work.