Customer Success Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

• Act as the main advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients.

• Collaborate with Sales, Product, and Support teams to help customers maximize the value of the Tulip platform and achieve their business objectives.

• Manage a strategic book of business with a focus on relationship development, product adoption, net-revenue retention, and identifying growth opportunities.

• Guide new clients through the onboarding process and enablement to ensure a quick time-to-value.

• Build and nurture relationships with users and executive sponsors within client organizations.

• Conduct regular strategic business reviews to align objectives, track ROI, and sustain momentum.

• Monitor platform usage and customer health metrics to identify at-risk accounts and devise intervention strategies.

• Collaborate with the Retail Excellence team on feature launches and enhance user engagement.

• Collect customer feedback and work with the Product team to shape the roadmap.

• Oversee support tickets and configuration requests to guarantee timely resolutions and account stability.

• Develop and uphold client success plans in line with strategic goals, ROI, and milestones.

• Manage the renewal process and promote high retention rates through proactive planning and engagement.

• Recognize and qualify upsell and cross-sell opportunities in partnership with Sales.

• Travel for monthly on-site client visits.

⛳️ Requirements

• Located in or around Milan, Italy.

• Proficient in Italian, French, and English (both written and spoken).

• Willingness to travel for monthly on-site client visits.

• 3–5 years of experience in Customer Success, Account Management, or Client Services within a SaaS environment.

• Exceptional written and verbal communication skills, with high emotional intelligence and the ability to establish credibility with executive stakeholders.

• Strong organizational capabilities, able to manage multiple client priorities simultaneously without oversight.

• Creative, solutions-oriented mindset; capable of quickly diagnosing complex situations, seeing the bigger picture, and adapting as necessary.

• Proven ability to deeply understand products and translate that knowledge into clear, actionable guidance for customers.

• Comfortable working with data, capable of analyzing and presenting metrics using Excel or similar tools.

• Collaborative, reliable, and enthusiastic demeanor.

• Customer-focused mindset with a sincere desire to exceed expectations for managed accounts.

🏝️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.