Customer Success Manager

About Us

Spoki is a Conversational Platform that helps companies build authentic relationships with their customers through WhatsApp and Artificial Intelligence. We believe in the value of genuine connections and provide tools that enable marketing, sales, and customer care teams to communicate in a direct, effective, and personal way.

Our culture is built on four key principles : an unwavering passion for what we do, putting customer success first, working as a united and collaborative team, and approaching challenges with an entrepreneurial and results-driven mindset.

The Role

The Customer Success Manager will be a strategic partner for our clients, driving platform adoption, retention, and revenue growth. This position requires proven experience in customer success and sales within the SaaS industry. You will work closely with key accounts, identifying expansion opportunities and ensuring clients achieve their business goals through Spoki.

Main Responsibilities

• Manage and develop a portfolio of strategic clients, ensuring high retention and satisfaction
• Generate upsell and cross-sell opportunities through consultative selling
• Develop and implement success plans aligned with clients’ business objectives
• Analyze data and metrics to identify growth opportunities and risk factors
• Collaborate with the sales team to ensure effective onboarding and smooth transitions
• Provide strategic consulting on marketing automation and WhatsApp Business strategies
• Act as the voice of the customer, bringing insights to product and development teams
• Conduct business reviews and present ROI analyses to stakeholders

The Ideal Candidate

• Proven experience in Customer Success Management within SaaS companies – Required
• Proven sales experience with a strong track record of meeting or exceeding targets – Required
• Strong goal orientation and focus on measurable results
• Fluent in English (B2–C1) – Required
• Deep understanding of SaaS metrics (churn, retention, expansion, NRR)
• Excellent relationship-building and negotiation skills
• Knowledge of digital marketing and conversational commerce
• Analytical mindset with the ability to turn data into actionable strategies

What We Offer

• Full-time permanent contract (CCNL Commercio – Confcommercio)
• Gross annual salary : €28,000 – €35,000, depending on experience
• Company laptop
• Meal vouchers
• On-site position in San Vito dei Normanni (Brindisi) in a young and collaborative environment
• Professional growth opportunities in an international and rapidly expanding context
• Work with cutting-edge technologies in conversational AI and WhatsApp Business

Selection Process

• Preliminary call with Elena, our AI
• Email invitation to an initial interview
• Technical interview with the relevant team
• Final on-site interview with the CEO

Spoki is an equal opportunity employer. We encourage applications from all backgrounds and experiences.