Senior CSM — Italy

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8aywcp

pFacing skills obsolescence, Edflex teams have been committed since 2016 to bsupporting companies through transformation by developing their employees’ skills. /bbr/We put all our energy into delivering bexceptional content curation /b, bringing together the best learning resources from the web and our publishing partners on a single platform.br/Our strength? Offering clients and learners content that is constantly updated, available in multiple formats and languages, and covering b230+ topics /b to enable continuous learning.br/To support our growth, we’re looking for curious people who love a challenge and are determined to reshape corporate learning . /ppOur culture values innovation, proactivity, and performance; our values encourage a taste for challenge, mutual support, transparent communication, and a passion for exploring knowledge.br/As part of a newly created role, we’re looking for someone passionate about customer relationships to help us grow bEdflex Italy /b. /ppbStart date: ASAP ! /b /ppAs a bSenior Customer Success Manager /b, you will own a portfolio of key customers and embody a btrusted advisor /b posture: you build long-term relationships, help customers achieve their business goals, and elevate the Customer Success maturity of the team. /ppYour goal: bmaximize the value delivered to customers /b and bdrive measurable Customer Success performance /b (adoption, retention, expansion), while acting as a bCSM reference /b for the Italy team. /ppYou will work daily with all teams (Learning, Communication, Tech, Sales, Product) to provide fast responses and deliver a smooth, high-standard, and consistent customer experience. /pp Your main responsibilities /ph31) Relationship leadership consultative approach /h3ullipBuild strong, btrust-based relationships /b with key stakeholders (LD, HR, managers, leadership). /p /lilipDevelop a deep understanding of customer challenges (organization, priorities, constraints)



and tailor support accordingly. /p /lilipLead bstrategic conversations /b (Executive check-ins, QBRs) focused on value, trade-offs, and long-term trajectory. /p /lilipBe recognized as a bpartner /b—someone customers turn to for advice, not just support. /p /li /ulh32) Onboarding adoption /h3ullipStructure effective onboardings: scoping, objectives, milestones, governance, and cadences. /p /lilipAccelerate adoption by activating the right levers (customer internal communication, enablement, content, segmentation, follow-ups). /p /lilipSet up high-impact rituals (regular touchpoints, steering committees, action plans). /p /li /ulh33) Success Plans, KPIs ROI /h3ullipDefine and drive clear bsuccess plans /b (objectives, KPIs, actions, owners, timelines). /p /lilipAnalyze activation/usage/engagement and translate data into concrete recommendations. /p /lilipMeasure and communicate bROI /b: turn results into clear, actionable messages for decision-makers. /p /li /ulh34) Retention, expansion risk management /h3ullipSecure renewals through anticipation, proactive risk management, and recovery plans. /p /lilipIdentify and activate bupsell/cross-sell /b opportunities in a consultative way, in partnership with Sales. /p /lilipManage escalations with calm, structure, and a strong sense of teamwork. /p /li /ulh35) Lead role / CSM reference /h3ullipBe a brole model for customer engagement /b: quality of interactions, QBR storytelling, stakeholder management, navigating tough conversations. /p /lilipContribute to upskilling: best practice sharing,



informal coaching, reviewing QBRs/success plans, supporting complex cases. /p /lilipHelp scale CS: improve playbooks, templates, portfolio segmentation, health scoring, cadences, and standards dissolved as “what good looks like”. /p /li /ulpKey skills we’re looking for /ppTo succeed, you have to: /pullipBuild trust quickly and embody a btrusted advisor /b posture. /p /lilipCombine bKPI analysis /b with a bhuman, consultative approach /b (listening, empathy, influence). /p /lilipRun a portfolio with rigor, prioritize effectively, and deliver consistently over time. /p /lilipLead C-level conversations focused on value, ROI, and decisions. /p /lilipNavigate complex situations (misalignment, churn risk, escalations) with maturity. /p /lilipRaise the bar around you (role modeling, coaching, standards). /p /lilipUse AI tools confidently to enhance CS productivity: preparing QBRs, synthesizing data, personalizing customer communications. /p /li /ulpYour profile5+ years of proven experience in Customer Success (or equivalent) in a B2B SaaS environment.Strong experience with renewals and contribution to expansion (upsell/cross-sell).Comfortable with data (KPIs, adoption, analysis) and able to use it to influence decisions.Excellent communication; able to adapt to very different audiences (ops leadership).High standards, ownership mindset, team spirit, strong customer focus.Languages: native/fluent Italian + fluent English (spoken written). French is a plus!Located in/around Milan and willing to hit our office in Porta Romana (5’ walking distance from MM3) at least once per week.NB — Tools: CSM platform, HubSpot, Notion, Slack, Google Workspace, Spreadsheets, AI tools (Claude, ChatGPT…).If you’re eager to grow your skills, contribute to an entrepreneurial journey, and join an impact-driven company, we can’t wait to hear from you /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8aywcp