Head of Customer Success
Pubblicato il 11-08-2026 - KeyPartners in Milano
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.
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