Customer Success Manager

Who we are:

The product is a vulnerability management platform that scans networks and ranks fixes by real-world risk. Incident response is a big part of the work: ransomware recovery, business email compromise and forensic investigations. We write internal post-mortems after every major engagement, including what went wrong.

About the role:

Our Bologna team is growing and we are hiring a Customer Success Manager. We want someone who can read usage data, spot churn risk early and get the right people on a call before it is too late. Remote within Italy. We meet in person once or twice a year.

What you'll do:

• Report monthly on churn risk and saves
• Flag expansion opportunities to the account executive or account manager
• Recruit happy customers for references and case studies
• Lead kickoff calls and onboarding plans with new customers
• Coordinate with support on open tickets for your accounts
• Monitor usage and health scores in Gainsight and act on red flags
• Build success plans with measurable goals for each account

What we're looking for:

• 3+ years in customer success, account management or implementation at a SaaS company
• Calm under pressure when a customer is angry
• Bachelor's degree or equivalent experience

Desirable:

• Zendesk or Intercom experience
• Certified Customer Success Manager (CCSM) or similar
• Prior implementation or onboarding role

What you get:

• Private health insurance
• Meal vouchers
• Training budget
• Flexible remuneration plan
• Stock options

Only shortlisted candidates will be contacted.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at WJG Risk Partners S.n.c..