Customer Success Manager EU

Fanplayr; Lombardia; In loco; EUR 40.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive compensation package

Remote working options

Free snacks and team lunches

Descrizione del lavoro

Fanplayr is seeking a Customer Success Manager in Milan to drive client engagement and revenue growth. In this role, you'll be the main point of contact for clients, ensuring they maximize the value of our platform. Responsibilities include data analysis, running personalization experiments, and managing client portfolios. We're looking for someone with at least 3 years in a relevant role, strong analytical capabilities, and proficiency in Italian and English. The position offers a competitive compensation package and a flexible work environment.

Competenze

• At least 3 years of experience in Customer Success or similar roles, ideally in SaaS.
• Proven track record of managing and growing client portfolios.
• Strong analytical skills with experience in campaign performance metrics.

Mansioni

• Own accounts from onboarding to renewal as the main client reference.
• Analyze data to identify opportunities and create campaign proposals.
• Design and run experiments, monitor performance against targets.

Conoscenze

Client relationship management

Data analysis

Conversion optimization

Communication

Proactive problem-solving

Strumenti

Excel

PowerPoint

Descrizione del lavoro

Fanplayr is a Customer Experience Personalization Platform that helps brands unlock the full potential of their digital properties. By capturing and acting on first‑party behavioral data in real time, Fanplayr transforms how brands engage with their online audiences, turning their website’s anonymous traffic into meaningful, revenue‑generating interactions.

With Fanplayr, brands can:

• Collect, process and activate first‑party behavioral data, to turn data into actions and concrete revenue driver.
• Deliver personalized on‑site messages in real time, reaching the right audience at the right moment to increase conversion rates.
• Leverage the proprietary Verada AI capabilities, to intelligently merchandise products, ensuring users are exposed to the most relevant items at the right time.
• Re‑engage shoppers through behavior‑driven web push notifications, sms, web push notifications, recovering lost sessions and driving upsell and cross‑sell opportunities.

Fanplayr is a privately held company headquartered in Palo Alto, California, with presence in Milan, London, Buenos Aires, Tokyo, Mexico City, São Paulo, Madrid, and Melbourne.

Position Summary: The Customer Success Manager is the primary point of contact for Fanplayr's clients, responsible for ensuring they extract maximum value from the platform and achieve their digital performance goals. Acting as a trusted advisor, the CSM combines deep knowledge of Fanplayr's toolset, data analysis and CRO & personalization actions to design winning strategies and build long‑lasting client relationships. The CSM owns the full client lifecycle, from onboarding through to retention and growth, and plays a key role in delivering strategies that are profitable for both the client and Fanplayr.

What you’ll do

• Own your accounts end‑to‑end. From onboarding to renewal, you're the client's main point of reference. You understand their business, their goals, and what success looks like for them.
• Own and manage segments and actions configurations for clients across the EU region, ensuring settings are accurate, up‑to‑date, and aligned with each account's strategy.
• Turn data into strategy. You'll analyze behavioral and performance data to identify opportunities and gaps, translating findings into concrete campaign proposals and optimization roadmaps.
• Design and run experiments. You'll set up A/B tests and personalization experiments on the platform, interpret results, and use them to continuously refine what's working.
• Drive revenue growth. You'll monitor account performance against YoY targets, identify upsell opportunities across Fanplayr's product modules, and build compelling cases for expanding the partnership.
• Communicate with clarity. You'll present data and recommendations in a way that's clear and actionable, at any level of the client organization.
• Keep clients engaged and loyal. You'll monitor portfolio health, spot early signs of disengagement, and act before small issues become bigger ones.
• Bring ideas to the table. You'll proactively propose new strategies, challenge assumptions, and push toward better outcomes, for your clients and for the team.

Who you are

• A confident, client-facing professional who builds trust quickly and sustains it over time.
• Analytically strong, you're comfortable diving into data and translating numbers into clear strategic recommendations.
• Deeply familiar with the digital marketing and e‑commerce landscape, with a solid understanding of conversion optimization and personalization.
• A natural communicator and relationship builder, equally comfortable presenting to a client's C‑suite and collaborating with internal teams.
• Proactive and ownership-driven: you anticipate issues before they become problems and take initiative without waiting to be asked.
• Adaptable and energized by a fast‑paced, international environment.

Requirements

• At least 3 years of experience in Customer Success, Account Management, or similar client‑facing roles, ideally in SaaS, digital marketing, or e‑commerce.
• Proven track record of managing and growing a portfolio of clients.
• Strong analytical skills, with hands‑on experience working with data, campaign performance metrics, and reporting tools.
• Advanced proficiency in Excel and PowerPoint.
• Fluent in Italian and English (written and spoken)

What we offer

• Competitive compensation package, commensurate with experience.
• Office located in Milan, with 2 days/week remote working.
• Free snacks daily and team lunch every Friday, on us.
• The chance to work with a young, motivated, and international team in a fast‑paced environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.