Team Leader - Account Managers (Customer Success)

AlfaDocs.com; Milano; Ibrido; EUR 40.000 - 45.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid office in Milano

Performance bonus

Training & development

Team events

Descrizione del lavoro

Alfadocs is a SaaS platform for dental practices. The Team Leader leads this team.

This is a player-coach leadership role: you own the team's commercial results, raise execution quality call by call, and keep the AM motion tightly aligned with the rest of Customer Success (CSMs, Onboarding, Support). The Team Leader drives end-to-end performance management, sets clear expectations, growth plans, and targets.

Competenze

• Experience leading or mentoring a sales / account management / customer success team, ideally in B2B SaaS.
• Strong coaching instincts and comfort giving direct, structured feedback.

Mansioni

• Coach and mentor the team. Run regular call reviews using the Gong WIN Framework scorecard.
• Drive performance management. Set clear expectations and growth plans with concrete targets.
• Own the team KPIs end to end, including forecasting and portfolio prioritisation.
• Drive alignment with peers (CSMs, Onboarding, Support) for seamless customer experience.
• Experience leading or mentoring a sales / account management / customer success team, ideally in B2B SaaS.

Descrizione del lavoro

Alfadocs is a SaaS platform for dental practices. Account Managers are our growth catalysts: each owns a portfolio of ~500 practices, acting as their main point of contact and driving revenue growth through upsell/upgrade, retention, and qualified referrals - all executed through our WIN Framework (Buyer-centric way of selling + diagnostic selling).

The Team Leader leads this team. This is a player-coach leadership role: you own the team's commercial results, raise execution quality call by call, and keep the AM motion tightly aligned with the rest of Customer Success (CSMs, Onboarding, Support).

Key Responsabilities

• Coach and mentor the team. Run regular call reviews using the Gong WIN Framework scorecard (Diagnosis, CODN, Solution Fit, Negotiation, Objection Handling, Close). Develop each AM's buyer-centric-selling, objection-handling, and referral-generation skills through structured 1:1s and feedback loops.

• Drive performance management. Set clear expectations and help every AM reach their full potential. Spot development needs early and turn them into structured, time-bound growth plans with concrete targets, hands-on support, and regular checkpoints - so that progress is visible and every team member has a path to success.
• Own the team KPIs end to end. Full accountability for the team's commercial results (see below), including forecasting, smart-list/portfolio prioritisation, and corrective action when targets drift.
• Drive full alignment with peers. Keep the AM motion in sync with CSMs, Onboarding, and Support - clean handoffs, shared context in HubSpot, and a seamless customer experience across the journey.

• Experience leading or mentoring a sales / account management / customer success team, ideally in B2B SaaS.

• A track record of owning revenue KPIs (expansion, retention, NRR).
• Strong coaching instincts and comfort giving direct, structured feedback - including managing underperformance.
• Fluency in value-based / consultative selling and objection handling.
• Confident with CRM-driven workflows (HubSpot) and call-coaching tools (Gong).
• Italian and English.

Administrative Info:

• Location: Milano, Italia (Via Eritrea n. 21, 20157 - Palazzo Tecniche Nuove)
• Hybrid-setting: 2-3 days per week in the office
• Contract: unlimited term contract (CCNL Commercio)
• Equipment: laptop, phone, headphones, keyboard, mouse, and a dedicated office monitor.
• Salary: 40K-45K + 15% bonus OTE
• Working hours: Monday - Friday | 09:00 - 18:00 | 1-hour lunch break
• Trial Period: 1 month
• Start Date: September 2026

• Welfare bonus on a monthly basis
• Bonus for paid English or German language courses.
• Training courses, books, workshops, and team-building activities for personal and professional growth.
• Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed.
• Team Building Budget
• Team Development Budget
• Regular company reunions (yearly meetups, Christmas dinner)
• Snacks and fruit are always available in the office, along with good beer at the end of the week.

Selection Process

1. HR (30 min)
2. Team Leader & Head of CS (60 min)
3. Team meeting (60 min)