Customer Success Manager
Pubblicato il 19-10-2026 - Smartness in Roma
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About the company At Smartness , we are building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries , with billions of euros in bookings processed. Backed by top international investors and named one of Italy's Top 10 LinkedIn Startups, we are on a mission to scale globally. Want to grow with us? Let's go
About the role
What Will You Do? ? As a Customer Success Manager at Smartness, you will not just manage accounts—you will drive revenue growth by ensuring customers extract maximum value from our platform. Your focus will be on customer retention, expansion, upselling, and cross-selling, always keeping an eye on hitting (and exceeding) ambitious targets.
Revenue Growth & Expansion: Identify and implement upselling and cross-selling opportunities, increasing Annual Recurring Revenue (ARR) and expanding customer accounts.
Target Obsession:
Drive towards exceeding assigned upsell/cross-sell revenue quotas with a structured and strategic approach.
High-Volume Contact Management: Consistently manage a high number of daily customer interactions — including calls, video meetings, demo presentations, and other outreach in order to drive engagement and revenue growth.
Customer Engagement: Ensure full product adoption through proactive customer training, regular check-ins, and strategic business reviews.
Data-Driven Performance: Analyze customer behavior, product usage, and business data to pinpoint optimization opportunities and maximize customer lifetime value.
Customer Retention: Minimize churn through proactive problem-solving and tailored strategies that enhance customer satisfaction and platform utilization.
Collaboration with Sales & Product Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and continuous improvements.
Process Optimizatio