Customer Success Manager (Italian&Global Markets)

Smartness; Italia; On-site; EUR 28,000 - 52,000; Full time

Benefits offered by this job

OTE incentives

Growth opportunities

Fast-paced team

Performance-based incentives

Job summary

Smartness in Italy is seeking a Customer Success Manager to drive revenue growth by ensuring customers derive maximum value from our hospitality tech platform. You will focus on retention, expansion, upselling, and cross-selling, while hitting ambitious targets.

The role requires 3–5 years in a SaaS environment with a proven upsell/cross-sell track record, strong data analysis, and CRM proficiency. Italian native with English at C1 level; industry knowledge in travel/hospitality is a plus.

Qualifications

• 3–5 years in a SaaS company in a CSM/Account Management or Sales role.
• Proven ability to drive revenue expansion within existing customers.
• Strong data analysis skills to track KPIs and growth opportunities.
• Experience using CRM tools (Salesforce, HubSpot) to monitor engagement and drive expansion.

Responsibilities

• Drive revenue growth through upselling and cross-selling within existing accounts.
• Exceed assigned upsell/cross-sell revenue quotas with a strategic approach.
• Manage a high volume of daily customer interactions via calls, video meetings, and demos.
• Ensure product adoption through proactive customer training and regular check-ins.
• Analyze customer data and usage to identify optimization opportunities and maximize value.
• Reduce churn with proactive problem-solving and tailored strategies.
• Collaborate with Sales, Marketing, and Product teams for a seamless customer experience.
• Refine CS processes and leverage CS tools to automate routine tasks.

Skills

Upselling

Cross-selling

Data analysis

CRM proficiency

Customer-centric

English proficiency

Tools

Salesforce

HubSpot

Job description

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About the company At Smartness, we are building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries, with billions of euros in bookings processed. Backed by top international investors and named one of Italy's Top 10 LinkedIn Startups, we are on a mission to scale globally. Want to grow with us? Let's go!

About the role

What Will You Do? ? As a Customer Success Manager at Smartness, you will not just manage accounts—you will drive revenue growth by ensuring customers extract maximum value from our platform. Your focus will be on customer retention, expansion, upselling, and cross-selling, always keeping an eye on hitting (and exceeding) ambitious targets.

• Revenue Growth & Expansion: Identify and implement upselling and cross-selling opportunities, increasing Annual Recurring Revenue (ARR) and expanding customer accounts.
• Target Obsession: Drive towards exceeding assigned upsell/cross-sell revenue quotas with a structured and strategic approach.
• High-Volume Contact Management: Consistently manage a high number of daily customer interactions — including calls, video meetings, demo presentations, and other outreach in order to drive engagement and revenue growth.
• Customer Engagement: Ensure full product adoption through proactive customer training, regular check-ins, and strategic business reviews.
• Data-Driven Performance: Analyze customer behavior, product usage, and business data to pinpoint optimization opportunities and maximize customer lifetime value.
• Customer Retention: Minimize churn through proactive problem-solving and tailored strategies that enhance customer satisfaction and platform utilization.
• Collaboration with Sales & Product Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and continuous improvements.
• Process Optimization: Constantly refine and improve customer success processes, including automating routine tasks and leveraging cutting-edge CS tools.

What We’re Looking For ?

• Experience: 3-5 years in a SaaS company in a CSM, Account Management, or Sales role, with a strong track record of upselling and cross-selling success.
• Sales-Oriented Mindset: Proven ability to drive revenue expansion through existing customers, exceeding sales targets.
• Data Analysis Skills: Ability to analyze customer data, track KPIs, and develop action plans to optimize growth opportunities.
• CRM Proficiency: Experience using CRM tools (Salesforce, HubSpot, etc.) to track interactions, monitor engagement, and drive expansion strategies.
• Customer-Centric Approach: A deep understanding of customer success methodologies and the ability to turn customer needs into revenue opportunities.
• Language Skills: Italian as a mother tongue, with English proficiency at a C1 level. Additional languages (Portuguese, French) are a plus.
• Industry Knowledge: Experience in the travel, tourism, or hospitality industry (PMS, OTAs, Channel Managers) is a strong plus.

What Do We Offer? ?

• Work in a small and top-performing team that moves extremely fast where you are extremely important.
• Work without having to deal with jerks and ego-maniacs.
• The opportunity to join one of the best travel-tech sales teams in Europe.
• A place where your talent can blossom.
• An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward.
• A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority.
• Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals.
• We have fun while working! We are easygoing people.
• Work with the best software out there to automate repetitive tasks and let you focus on customers and targets.
• Competitive compensation with performance-based incentives. For our Customer Success team, we typically offer an OTE package ranging from €28,000 to €45,000 annually for the Italian market, and from €36,000 to €52,000 annually for the DACH market, depending on experience, customer management skills, industry knowledge, and expected impact. Our compensation structure is designed to reward relationship‑building, problem‑solving, and long-term customer value creation. The OTE includes both a fixed salary and a variable component linked to individual performance, customer retention, and growth objectives. As you grow within the company and contribute to customer satisfaction, account development, and business expansion, your compensation can evolve rapidly to reflect your impact and responsibilities. For candidates with exceptional experience in customer success, account management, or client strategy, we may consider compensation packages beyond the standard range.

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Customer Success Manager (Italian&Global Markets) • Italy