06 ago - Milano
KeyPartners
We're hiring a Head of Customer Experience to build and scale our Customer Success and Customer Support functions. This is a core business role.
Your mission is to turn Customer Experience into a competitive advantage and a revenue driver.
You will own
Retention
Customer satisfaction
Expansion (upsell & cross-sell)
Support efficiency at scale
What you'll do - Build & scale the function
Own the end-to-end Customer Experience strategy
Structure and scale Customer Success and Support from the ground up
Design processes that work at 10x scale, not just today
AI Driven - bring innovation and change
Be extremely data-driven
Define and own key metrics: churn, NPS, SLA, retention, expansion
Identify patterns, bottlenecks, and opportunities
Make decisions based on data, not opinions
Fix what's broken
Deep-dive into customer issues and solve root causes
Continuously improve support quality and speed
Build systems, not patches
Drive revenue from existing customers
Identify and unlock upsell and cross-sell opportunities
Work closely with Sales to build a strong expansion motion
Turn Customer Success into a revenue-generating function
Be the voice of the customer
Work closely with Product and Tech
Translate customer pain into product improvements
Push for better product decisions
Who you are
5–8+ years of experience in Customer Success / CX / Support in SaaS or fintech already built or scaled a CX function, not just operated in one highly analytical: you think in metrics, not opinions strategic but extremely hands-on comfortable with ambiguity, speed, and ownership
You care deeply about building things that scale
Office: Milano.
Società di ricerca e selezione del personale accreditata presso Min.Lav. Aut. Min. N. 0000045 del 26 Aprile 2022. KeyPartners Italy S.r.l. tratta i dati dei soggetti interessati nel rispetto della normativa sulla privacy. Si invitano gli interessati – prima di fornire propri dati personali – a consultare l'Informativa sulla privacy ex art. 13 e 14 GDPR
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