Head of Customer Success

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7y8o22

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Customer Success based in Italy.

This is a senior, hands-on leadership role responsible for shaping the entire post-sale customer experience within a fast-growing B2B SaaS environment. You will own retention, expansion, and adoption outcomes while developing the strategies and systems that support sustainable customer growth. Working closely with senior leadership, you will combine strategic direction with direct involvement in key customer relationships. You will lead and develop an expanding Customer Success team while establishing scalable playbooks across onboarding, adoption, renewal, and expansion. The role offers significant autonomy and the opportunity to build the Customer Success function during an important stage of company growth. Success will be measured through meaningful business outcomes, customer value, and recurring revenue rather than activity alone.

Accountabilities
- Own overall Customer Success strategy and execution,



with direct accountability for retention, expansion, Net Revenue Retention (NRR), and churn outcomes.
- Drive customer adoption by increasing both the breadth and depth of product usage across the customer base.
- Coach, enable, and actively support the Customer Success team, stepping directly into strategic accounts when intervention or additional leadership is required.
- Lead, develop, and scale the Customer Success organization as the business grows, including hiring and onboarding future team members.
- Build and continuously refine a scalable Customer Success playbook covering onboarding, adoption, success planning, renewal, and expansion.
- Establish customer success plans, health-scoring frameworks, account-management standards, and repeatable processes tied to measurable retention and expansion outcomes.
- Partner closely with Sales, Product, and Engineering to communicate customer ne

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7y8o22