Customer Success Team Leader

SaleCycle; Paris; Hybride; EUR 40 000 - 50 000; Plein temps

Avantages offerts par ce poste

Flexible hybrid working

Swile card for lunches

Health insurance (Alan)

Birthday day off

Additional leave by seniority

Remote work 2 days/week

Up to 28 days remote from abroad

Well-being & engagement budget

Résumé du poste

SaleCycle is seeking a motivated Customer Success Team Leader to blend hands-on account management with team leadership for Italian clients. You will mentor the Italian desk, nurture client relationships, and drive retention and revenue in a key growth market.

Fluency in Italian and strong English collaboration are essential. The role is based in Paris with a flexible hybrid model, overseeing service quality, onboarding, and cross-functional work with Sales, Product, and Support.

Qualifications

• 3+ years' experience in Customer Success or related role with coordination/management.
• Proven ability to manage customer relationships and deliver commercial outcomes, ideally Italian clients.
• Experience mentoring, coaching or leading others informally.
• Strong understanding of retention, renewals and lifecycle management.
• Native or fluent Italian essential; English fluency for cross-team work.
• French is a plus; ability to handle multiple priorities with attention to detail.

Responsabilités

• Provide day-to-day guidance and support to the Italian client portfolio.
• Act as a go-to contact for questions, coaching and problem-solving.
• Support onboarding and ramp-up of new Italian desk starters.
• Deliver mentoring sessions and share best practices across the team.
• Maintain high performance standards and team engagement.
• Manage relationships with Italian clients and drive value.
• Lead or support cross-functional collaboration to improve outcomes.
• Contribute to process improvements and CRM hygiene.

Connaissances

Leadership

Customer-first mindset

Commercial awareness

Communication & relationships

Italian market fluency

English fluency

Organisational skills

Coaching mindset

Problem-solving

CRM/data reporting familiarity

Outils

CRM systems

Description du poste

Key Highlights:

• Job Title: Customer Success Team Leader
• Location: Paris, hybrid working
• Reporting to: Head of Customer Experience
• Salary: €40,000-€50,000 DOE

About Us

SaleCycle is redefining how brands convert, engage, and retain customers through AI-driven experiences across the entire customer journey.
SaleCycle combines real-time onsite personalisation and intent scoring with offsite activation across email, SMS, and paid channels, enabling brands to identify, engage, convert, and re-engage customers with precision.

What we do

• We provide a full-funnel Agentic Marketing Platform, combining:
• Real-time behavioural analytics and intent scoring
• AI-powered search, recommendations, and agentic decisioning
• Onsite personalisation and A/B testing
• Cross-channel activation (email, SMS, paid media)
• CRM/CDP integrations and first-party data orchestration
• Retail media and monetisation capabilities

Who we are

We are a global team of 80+ people across the UK, France, Spain, Italy, and Eastern Europe.
We are profitable, growing, and operating with a clear mindset:

• We build, not maintain
• We prioritise outcomes over activity
• We operate with low ego and high accountability
• We challenge ourselves to step outside our comfort zone

Our Values

At SaleCycle, we care about people; it’s our top priority. We prioritise well-being, growth, and innovation, continuously pushing boundaries as a team and a company.

• Continuous Innovation: Collaborate, innovate, and celebrate!
• Premium Execution: Excellence Delivered Every Time!
• High Curiosity: Embrace your inner child - ask why and listen!
• Proactive Collaboration: United, we work together and lead the way!
• Ultimate Passion: Infuse passion into every action!

Job Summary

We are seeking a motivated and capable Customer Success Team Leader to combine hands-on account management with team leadership responsibilities, with a dedicated focus on our Italian client base. This role is ideal for an experienced Customer Success professional, fluent in Italian, ready to take the next step in leadership while remaining close to clients and commercial outcomes in one of our key growth markets.
The successful candidate will manage a portfolio of Italian customer accounts while supporting the wider Customer Success function through mentoring, onboarding, training, operational excellence, and day-to-day guidance for the team members handling the Italian book of business. They will act as the internal reference point for the Italian market- ensuring client relationships, communications and processes are properly adapted to local expectations- while helping the team hit retention, growth, service quality and satisfaction targets for Italy specifically.
This is a highly visible role that bridges individual contribution with leadership impact, positioning the successful candidate as the go-to expert on the Italian market within Customer Success.

Team Support & Leadership

• Provide day-to-day guidance and support to the Customer Success Managers handling the Italian client portfolio
• Act as a go-to contact for questions, coaching, and problem-solving support
• Support the onboarding and ramp-up of new starters joining the Italian desk, helping them become effective quickly
• Deliver regular mentoring and skill development sessions, including guidance on Italian business etiquette and relationship-building norms
• Share best practices, success stories and continuous improvement ideas across the team
• Support managers in maintaining high performance standards and team engagement

Client Management

• Manage a portfolio of Italian customer accounts, building strong relationships with key stakeholders in Italian
• Deliver proactive strategic recommendations, calibrated to local market context, that improve client performance and satisfaction
• Lead regular business reviews, performance calls and value-driven conversations with Italian clients
• Identify risks early, factoring in local commercial practices, and take action to protect renewals and reduce churn
• Support upsell and cross-sell opportunities, informed by a solid understanding of the competitive landscape in Italy

Operational Excellence

• Help ensure internal processes are followed consistently across the team
• Support resource planning, holiday cover, and account continuity where required
• Assist with onboarding delivery for new customers to ensure a smooth launch experience
• Monitor CRM hygiene, account notes, task management, and data quality standards
• Identify workflow inefficiencies and recommend practical improvements

Performance & KPI Delivery

• Support the wider team in achieving retention, renewal, revenue, and engagement targets
• Monitor customer health indicators and elevate concerns where needed
• Use data and reporting to identify trends, opportunities, and areas for improvement
• Contribute to service quality initiatives that improve customer experience

Cross-Functional Collaboration

• Work closely with Sales, Product, Design, Marketing, and Support teams to deliver strong customer outcomes
• Help coordinate training needs with internal departments
• Act as a voice of the customer, sharing feedback and insights internally

Projects & Wider Contribution

• Lead or support operational projects within your tier that benefit the wider Customer Success function
• Contribute ideas that improve scalability, service quality, reporting, or commercial outcomes
• Support change initiatives and new ways of working as the business evolves

Skills and Competencies

• Strong leadership potential with the ability to influence and motivate others
• Customer-first mindset with a passion for delivering value
• Commercial awareness and understanding of retention/growth drivers
• Excellent communication and relationship-building skills, with genuine cultural fluency for the Italian market
• Strong organisational skills with the ability to prioritise effectively
• Coaching mindset with patience and a desire to help others improve
• Problem-solving ability and confidence handling challenges
• Comfortable using data, reporting and CRM systems
• Adaptable and positive in a fast-paced environment

Essential Skills & Experience

• 3+ years' experience in Customer Success, Account Management or a related client-facing role, including a coordination or management component
• Proven experience managing customer relationships and delivering commercial outcomes, ideally with Italian or Italian-speaking clients
• Experience mentoring, coaching or informally leading others
• Strong understanding of retention strategies, renewals and customer lifecycle management
• Native or fluent Italian (written and spoken)- essential
• Fluent English required for cross-team collaboration; French is a plus for close work with the Paris HQ
• Ability to manage multiple priorities while maintaining attention to detail

Perks & Benefits

We value our employees at SaleCycle, so we offer great benefits and incentives in addition to a competitive salary. Please note benefits may vary by country.

We value our employees at SaleCycle, so we offer great benefits, perks and incentives in addition to a competitive salary.

Flexible hybrid working

The Swile card to help cover your lunch expenses.

Full coverage of the Alan health insurance plan.

A day off on your birthday.

Additional leave based on seniority.

Regular events and after-work gatherings.

Two remote work days per week.

Up to 28 days of remote work from abroad per year.

A monthly "well-being and engagement" budget for each employee.

For all our perks, please visit our website https://careers.salecycle.com/

Support & Equal Opportunities:

If you have a medical condition or require adjustments to our process, let us know so we can support you and ensure you have the best possible interview experience.

We are an equal opportunities employer and value diversity. We do not discriminate based on race, religion, gender, nationality, sexual orientation, marital status, disability, or age.