Customer success / account manager (upselling)

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/80ljgb

Alfa Docs is a cloud-based practice-management platform for dental clinics, based in Milan. We help dental practices run their day-to-day operations more efficiently, from scheduling and patient records to billing - and we're growing our customer base across Italy.

The Role

We're looking for a Customer Success / Account Manager to own the relationship with our existing dental-clinic clients after they go live on Alfa Docs. You'll be the client's main point of contact for retention, adoption, and after-sales support, and you'll drive upsell and expansion opportunities across your book of accounts, directly contributing to net revenue retention.

What you'll do

Own a portfolio of existing dental-clinic client relationships end-to-end, from onboarding handover through the full customer lifecycle. Drive product adoption so clients get real value from Alfa Docs, reducing churn risk. Run regular check-ins and business reviews to understand client needs and surface expansion opportunities. Identify and close upsell/cross-sell opportunities (additional modules, seats, services), owning net revenue retention for your accounts.

Handle after-sales questions and escalations, coordinating with product/support as needed to resolve issues quickly. Track account health,



renewal risk, and expansion pipeline, and report on it internally.

What we're looking for 5+ years of relevant B2 B experience in customer success, account management, or client-facing commercial roles. Stable tenure at previous employers - we value people who commit and grow within a role. Proven ability to manage a portfolio of accounts, drive retention, and identify/close upsell opportunities.

Comfortable owning commercial conversations (renewals, upsell, pricing) with clients directly. Native or fluent Italian (mandatory); English is a plus. Background in a larger company is welcome - what matters most is a strong account-management track record; B2 C-only experience is not a fit for this role.

Nice to have

Experience in a Saa S/subscription business model. Experience in healthcare, dental, or medtech (e.g. Doctolib, Doc Planner/Mio Dottore, Straumann, Align, Dentsply). Location & language Milan, hybrid - around 1 day/week in the office after onboarding. Full-time, permanent contract. Italian native/fluent mandatory; English a plus.

Compensation

competitive, discussed based on experience.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/80ljgb