Customer Success Manager (Italia)

• Join Loyal Guru as a Senior Customer Success Manager! Manage key accounts, lead onboarding, and make a real impact
• Hello! 👋 We’re seeking an ICustomer Success Manager (CSM) to join our international team
• This is a mid-level role where you will be the strategic, high-touch point of reference for our key Enterprise and Mid-Market clients across the European Retail and Grocery sector
• Your mission is to move beyond mere retention and act as a true strategic partner, ensuring our clients maximize the value derived from our loyalty and data platform, driving their long-term success
• Portfolio Management: Autonomously manage a portfolio of Italian Enterprise/Mid-Market accounts, building and maintaining solid relationships with key stakeholders
• Onboarding & Adoption: Guide new clients through the onboarding process, ensuring rapid platform adoption and achieving initial business goals (Time-to-Value)
• Loyalty & CRM Campaign Strategy: Strategize, manage, and optimize CRM campaigns focused on customer engagement and loyalty programs
• Consulting & Data-Driven Recommendations: Analyze customer data and metrics to support clients with proactive, consultative recommendations for improving their activities and customer engagement
• Strategic Time Allocation: Dedicate approximately 20 hours/month per key account for strategic consulting, Quarterly Business Reviews (QBRs), and campaign optimization
• Operational Efficiency: Strictly manage your time allocation. You will be expected to minimize internal administrative tasks to stay within the assigned internal budget, maximizing the billable time dedicated to client growth
• Retention & Upsell: Secure contract renewals and proactively identify Upsell and Cross-sell opportunities within your portfolio
• Voice of the Customer: Gather valuable feedback from the Italian market and collaborate closely with the Product and Sales teams to constantly improve our offering
• You’ll be part of a dynamic, international, and highly collaborative team

Benefits

• Career plan and professional growth: Lets discover what your strengths are and how you can give your best!
• Healthy snacks at the office
• Beers at the office: Free crafted beer sessions on Fridays with your work colleagues. Because not everything is just about work
• Half-paid health insurance
• 25 days of paid vacation
• English lessons: Different level group lessons with a native teacher
• Team building every quarter
• Pizza sprint: Every two Fridays after the sprint review, join the team in a meal and enjoy the great company
• Crossfit and Yoga lessons: Group sessions with nice personal trainers

• If you’re passionate about SaaS and retail, this is your moment!
• Analytical Skills: Strong ability to interpret data and metrics to guide client strategic decisions and optimization efforts
• Languages: Native Spanish (Must-have) and Fluent English and Italian
• Organization: Excellent time management and organizational skills to effectively balance internal administrative tasks with dedicated client success time
• Experience: +5 years of proven experience as a Customer Success Manager, Account Manager, or Consultant, preferably in SaaS B2B or the Retail Tech / MarTech space
• Commercial Mindset: Ability to spot and pursue growth opportunities (upsell/cross-sell) while maintaining a high-touch, consultative approach
• Deep previous experience working directly with Retail, Grocery (GDO), or Banking clients

• We usually respond within three days