Senior Customer Success Lead - Italy (Trusted Advisor)

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

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