Senior Customer Success Manager 🇮🇹 - F/H

Founded in France in 2016, our client wants to take the guesswork out of every decision made in the physical world. Its location intelligence SaaS platform turns footfall and location data into insights that help retail and real estate leaders choose their sites, measure the performance of their assets, understand their visitors and benchmark themselves against the competition. The company serves more than 600 clients across Europe, including shopping mall operators, real estate advisors, retailers, consulting firms and cities. It has raised €45M since its creation.

In 2024, it acquired its main Spanish competitor and became a leading location intelligence platform in Europe. It recently launched in the US.

📝 Job Description :

The Customer Success team is part of the global Revenue Team. In this context, the company is recruiting a Senior Customer Success Manager to own the Italian market: a portfolio of 50 to 60 accounts representing 1.7 to 1.8M in revenue, from the smallest account to the largest.

🤝 About our team :

You join the international Customer Success team, which covers the UK, Germany and Italy, and you report to the International Customer Success Lead. You are the only CSM on the Italian market. The team works without micromanagement: you set your own priorities and the results speak for you.

Portfolio ownership and growth

• Manage your whole portfolio with full autonomy, from follow-ups to monthly client meetings,
• Lead commercial renewal conversations, starting with the renewal of the largest accounts.
• Spot upsell opportunities and close them: there is no longer a dedicated account manager for Italy, so account growth is your responsibility,
• Anticipate churn risks and act on them before they become critical.

Account and Business Planning

• Build and execute account plans on your strategic accounts: major shopping mall operators, international real estate advisors, leading retail and grocery brands,
• Run business reviews with your clients' decision-makers and act as their trusted advisor,
• Turn your clients into advocates through testimonials and success stories.

Adoption and operational excellence

• Onboard new clients and users, and run platform trainings,
• Track platform usage and adoption to anticipate critical situations,
• Bring client feedback to the Product team and be the voice of your clients internally.

🫵 About you :

• You are a native Italian speaker and you speak English fluently (English is the team's working language),
• You have at least 4 years of experience as a Customer Success Manager in B2B SaaS, on a complex solution, or previous experience in the data industry,
• You are business-oriented: you have a proven track record on renewals and upsells, with figures to back it up (GRR, renewed amounts, expansion revenue),
• You are autonomous: you have already managed a large portfolio with key accounts without close supervision,
• You are a team player: you work with all teams and have a positive impact on people,
• You are a challenger: you question the status quo and you measure the impact of what you do,
• You are a problem solver: you are resilient, open to feedback, and you always look for the best solution for your clients.

🎁 What we offer :

• Base salary: €55K to €65K
• Variable: €10K paid quarterly, based on gross retention rate (GRR) against target,
• Upsell commission: uncapped, on top of the variable,
• Location: Paris office
• High impact: a market of your own, with some of the largest real estate and retail players in Italy.

⚙️ The Recruitment Process

1️⃣ 30 min with our Talent Acquisition

2️⃣ 30 min with our futur manager, Iain

3️⃣ 45 min Business case

4️⃣ 45 min Values Interview

5️⃣ 30 min with our N+2, Adei