Customer Success (Remote from Italy)

Customer Success Manager (Remote from Italy)

We are looking for a Customer Success Manager in Italy. The role is a strategic and hands‑on opportunity to lead and scale a global customer experience function within a fast‑growing e‑commerce environment.

Accountabilities

• Own and continuously improve the end‑to‑end customer experience, defining scalable customer success strategies aligned with business growth objectives.
• Establish, track, and optimize KPIs, workflows, and team goals to drive customer satisfaction and operational excellence.
• Build, manage, and mentor a high‑performing customer success function covering support, aftersales, and service coordination.
• Enable consultative sales and client communications across email, SMS, and social platforms, supporting both direct and third‑party sales channels.
• Oversee accurate quote and invoice creation, client onboarding, equipment setup, and coordination with technical service partners.
• Lead customer communications related to shipping, damages, returns, and claims, ensuring fast, clear, and effective resolutions.
• Identify recurring operational pain points and collaborate cross‑functionally to implement automation and process improvements.

Requirements

• Minimum 5 years of experience in customer success, client operations, or a similar client‑facing role, with at least 2 years in a leadership capacity.
• Strong background in e‑commerce operations, with hands‑on experience using platforms such as Shopify and QuickBooks preferred.
• Excellent written and verbal communication skills, with the ability to manage complex customer interactions professionally.
• Strong analytical, organizational, and problem‑solving skills, with high attention to detail.
• Ability to manage multiple workflows, priorities, and stakeholders in a remote, fast‑paced environment.
• Familiarity with professional coffee equipment or the specialty coffee industry is a strong advantage.

Benefits

• Fully remote, flexible work environment with a globally distributed team.
• Opportunity to lead a high‑impact function within a rapidly growing brand.
• Collaborative and passionate culture focused on innovation and customer excellence.
• Exposure to international customers and cross‑functional business operations.

We appreciate your interest and wish you the best!