Senior CSM — Italy

Edflex; Milano; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Office near Porta Romana, Milan

Job summary

Edflex Italy is seeking a Senior Customer Success Manager to own a portfolio of key customers and embody a trusted advisor posture, building long-term relationships and helping clients achieve their business goals with our learning platform.

You will drive onboarding, adoption, ROI, and renewals, collaborate daily with Learning, Content, Tech, Sales, and Product teams to deliver fast responses and a high-standard, consistent customer experience, and lead CSM best practices from Milan-based

Qualifications

• 5+ years of proven experience in Customer Success in a B2B SaaS environment.
• Strong renewals and expansion experience (upsell/cross-sell).
• Excellent communication; able to adapt to very different audiences.

Responsibilities

• Lead relationship leadership and consultative approach with key stakeholders.
• Oversee onboarding, adoption, and governance with defined milestones.
• Define and drive clear success plans (KPIs, actions, owners, timelines) and ROI.
• Secure renewals through proactive risk management and recovery plans; identify upsell opportunities.
• Be a role model for customer engagement and contribute to scaling CS playbooks and standards.

Skills

Relationship management

Strategic conversations

Data analysis

KPI tracking

Cross-functional collaboration

Communication

English fluency

Italian fluency

Tools

HubSpot

Notion

Slack

Google Workspace

Spreadsheets

Claude

ChatGPT

Job description

Facing skills obsolescence, Edflex teams have been committed since 2016 to supporting companies through transformation by developing their employees’ skills.
We put all our energy into delivering exceptional content curation, bringing together the best learning resources from the web and our publishing partners on a single platform.
Our strength? Offering clients and learners content that is constantly updated, available in multiple formats and languages, and covering 230+ topics to enable continuous learning.
To support our growth, we’re looking for curious people who love a challenge and are determined to reshape corporate learning .

Our culture values innovation, proactivity, and performance; our values encourage a taste for challenge, mutual support, transparent communication, and a passion for exploring knowledge.
As part of a newly created role, we’re looking for someone passionate about customer relationships to help us grow Edflex Italy.

Start date: ASAP !

As a Senior Customer Success Manager, you will own a portfolio of key customers and embody a trusted advisor posture: you build long-term relationships, help customers achieve their business goals, and elevate the Customer Success maturity of the team.

Your goal: maximize the value delivered to customers and drive measurable Customer Success performance (adoption, retention, expansion), while acting as a CSM reference for the Italy team.

You will work daily with all teams (Learning, Communication, Tech, Sales, Product) to provide fast responses and deliver a smooth, high-standard, and consistent customer experience.

Your main responsibilities

1) Relationship leadership & consultative approach

• Build strong, trust-based relationships with key stakeholders (L&D, HR, managers, leadership).

• Develop a deep understanding of customer challenges (organization, priorities, constraints) and tailor support accordingly.

• Lead strategic conversations (Executive check-ins, QBRs) focused on value, trade-offs, and long-term trajectory.

• Be recognized as a partner—someone customers turn to for advice, not just support.

2) Onboarding & adoption

• Structure effective onboardings: scoping, objectives, milestones, governance, and cadences.

• Accelerate adoption by activating the right levers (customer internal communication, enablement, content, segmentation, follow-ups).

• Set up high-impact rituals (regular touchpoints, steering committees, action plans).

3) Success Plans, KPIs & ROI

• Define and drive clear success plans (objectives, KPIs, actions, owners, timelines).

• Analyze activation/usage/engagement and translate data into concrete recommendations.

• Measure and communicate ROI: turn results into clear, actionable messages for decision-makers.

4) Retention, expansion & risk management

• Secure renewals through anticipation, proactive risk management, and recovery plans.

• Identify and activate upsell/cross-sell opportunities in a consultative way, in partnership with Sales.

• Manage escalations with calm, structure, and a strong sense of teamwork.

5) Lead role / CSM reference

• Be a role model for customer engagement: quality of interactions, QBR storytelling, stakeholder management, navigating tough conversations.

• Contribute to upskilling: best practice sharing, informal coaching, reviewing QBRs/success plans, supporting complex cases.

• Help scale CS: improve playbooks, templates, portfolio segmentation, health scoring, cadences, and standards dissolved as “what good looks like”.

Key skills we’re looking for

To succeed, you have to:

• Build trust quickly and embody a trusted advisor posture.

• Combine KPI analysis with a human, consultative approach (listening, empathy, influence).

• Run a portfolio with rigor, prioritize effectively, and deliver consistently over time.

• Lead C-level conversations focused on value, ROI, and decisions.

• Navigate complex situations (misalignment, churn risk, escalations) with maturity.

• Raise the bar around you (role modeling, coaching, standards).

• Use AI tools confidently to enhance CS productivity: preparing QBRs, synthesizing data, personalizing customer communications.

Your profile5+ years of proven experience in Customer Success (or equivalent) in a B2B SaaS environment.Strong experience with renewals and contribution to expansion (upsell/cross-sell).Comfortable with data (KPIs, adoption, analysis) and able to use it to influence decisions.Excellent communication; able to adapt to very different audiences (ops leadership).High standards, ownership mindset, team spirit, strong customer focus.Languages: native/fluent Italian + fluent English (spoken & written). French is a plus!Located in/around Milan and willing to hit our office in Porta Romana (5’ walking distance from MM3) at least once per week.NB — Tools: CSM platform, HubSpot, Notion, Slack, Google Workspace, Spreadsheets, AI tools (Claude, ChatGPT…).If you’re eager to grow your skills, contribute to an entrepreneurial journey, and join an impact-driven company, we can’t wait to hear from you