Customer Success / Account Manager (Upselling)

TechTree; Milano; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

AlfaDocs in Milan seeks a Customer Success / Account Manager to own relationships with existing dental-clinic clients after go-live. You will lead retention, adoption, and after-sales support, and drive upsell across your book of accounts.

You will run regular check-ins, surface client needs, and coordinate with product/support to resolve issues quickly. Italian language is mandatory, English a plus, and the role is hybrid in Milan with full-time employment.

Qualifications

• 5+ years of relevant B2B customer success, account management or client-facing roles.
• Stable tenure at previous employers; ability to grow within a role.
• Proven ability to manage a portfolio of accounts, drive retention and upsell opportunities.
• Comfortable leading commercial conversations (renewals, upsell, pricing) with clients.
• Native or fluent Italian (mandatory); English is a plus.

Responsibilities

• Own a portfolio of existing dental-clinic client relationships end-to-end from onboarding to renewal.
• Drive product adoption to maximize client value and reduce churn risk.
• Conduct regular check-ins and business reviews to understand client needs and surface expansions.
• Identify and close upsell/cross-sell opportunities (modules, seats, services).
• Coordinate with product/support for issue resolution and after-sales questions.
• Track account health, renewal risk, and expansion pipeline; report internally.

Skills

Portfolio management

Customer success

Account management

Sales conversations

B2B experience

Client relationship

English nice-to-have

Job description

AlfaDocs is a cloud-based practice-management platform for dental clinics, based in Milan. We help dental practices run their day-to-day operations more efficiently, from scheduling and patient records to billing - and we're growing our customer base across Italy.

The Role

We're looking for a Customer Success / Account Manager to own the relationship with our existing dental-clinic clients after they go live on AlfaDocs. You'll be the client's main point of contact for retention, adoption, and after-sales support, and you'll drive upsell and expansion opportunities across your book of accounts, directly contributing to net revenue retention.

What you'll do

Own a portfolio of existing dental-clinic client relationships end-to-end, from onboarding handover through the full customer lifecycle.

Drive product adoption so clients get real value from AlfaDocs, reducing churn risk.

Run regular check-ins and business reviews to understand client needs and surface expansion opportunities.

Identify and close upsell/cross-sell opportunities (additional modules, seats, services), owning net revenue retention for your accounts.

Handle after-sales questions and escalations, coordinating with product/support as needed to resolve issues quickly.

Track account health, renewal risk, and expansion pipeline, and report on it internally.

What we're looking for

5+ years of relevant B2B experience in customer success, account management, or client-facing commercial roles.

Stable tenure at previous employers - we value people who commit and grow within a role.

Proven ability to manage a portfolio of accounts, drive retention, and identify/close upsell opportunities.

Comfortable owning commercial conversations (renewals, upsell, pricing) with clients directly.

Native or fluent Italian (mandatory); English is a plus.

Background in a larger company is welcome - what matters most is a strong account-management track record; B2C-only experience is not a fit for this role.

Nice to have

Experience in a SaaS/subscription business model.

Experience in healthcare, dental, or medtech (e.g. Doctolib, DocPlanner/MioDottore, Straumann, Align, Dentsply).

Location & language

Milan, hybrid - around 1 day/week in the office after onboarding.

Full-time, permanent contract.

Italian native/fluent mandatory; English a plus.

Compensation: competitive, discussed based on experience.