Customer Success Manager (Italian speaking)

About the Company

The AI-driven trade platform transforming industrial supply in infrastructure, energy, and construction materials. It connects vetted suppliers across Asia, Europe, and the GCC region with local demand through a single integrated platform.

Its proprietary AI stack digitizes and automates the full lifecycle of materials trade - from procurement and pricing to inventory, logistics, and embedded financing - replacing thousands of manual, relationship-driven processes with real-time orchestration.

Buyers gain instant quotes, reliable availability, and predictable delivery through a unified operating system. Suppliers benefit from accurate forecasting, disciplined demand management, and seamless integration into cross-border fulfillment networks. The company partners with leading brands to run both dropship and cross-dock fulfillment motions for large-scale transactions, turning global supply chains into predictable, repeatable, software-like workflows.

The company has scaled to triple-digit-million GMV, operates across six international markets, and is rapidly expanding toward profitability. With a team of 80+ people across Berlin (HQ) and Asia, it is building the world's first industrial-grade AI operating system for materials - redefining how global trade works in one of the world's largest and most essential industries.

The company is backed by top-tier investors as well as global institutional banking partners, having recently closed its $40m series B - Atomico, Project A, and Invent Capital with institutional backing from Commerzbank and KfW.

What You'll Do

Dive in as the strategic force behind our post-sales customer journey, transforming satisfaction into a powerful engine for growth. As a key player in a nimble, high-impact team, you'll own the customer experience for the ITALY market, shaping processes and driving initiatives that directly enhance customer lifetime value and accelerate our market expansion.

• Architect and implement a best-in-class post-sales strategy for the ITALY market, serving as the expert for all customer-related initiatives and elevating their lifetime value.
• Proactively identify and resolve complex customer challenges, utilizing creative problem-solving to ensure customer satisfaction while leveraging insights to drive improvements.
• Design, champion, and operationalize highly scalable processes that enhance customer experience, working in tandem with other internal teams to ensure operational excellence.
• Manage end-to-end post-sales journeys, including onboarding, claims handling, and delivery issues, to ensure the successful resolution of customer queries, whether large or small.
• Drive critical cross-functional alignment with Tech, Logistics, and other departments, ensuring customer insights directly inform roadmaps.
• Execute high-touch, multi-channel communication, engaging directly with customers via phone and email to resolve inquiries and provide a premium support experience.

Who You Are

You're a hands-on and execution-driven individual contributor with a proven track record of shaping outcomes in fast-paced environments. As a vital member of a small team, you're ready to make a significant impact on our customer success architecture and contribute directly to our disruptive mission in the ITALY market.

• A Bachelor's or Master's degree in Business or a related field, demonstrating a strong foundation in operations.
• Deeply curious and passionately aligned with the vision of hyper-growth startups, eager to contribute to scaling.
• A catalyst for change, driven to transform traditional industries by leveraging an international and agile team.
• Excellent communication skills, with the ability to deal with external relationships (both buyers and suppliers). An aptitude for setting and managing expectations, together with defusing tense situations, is necessary.
• Possess exceptional analytical prowess (power Excel/Sheets user, SQL an advantage); capable of distilling complex data into compelling narratives and actionable insights.
• Exhibit a relentless, hands-on mentality - you are focused on translating high-level vision into impactful solutions, taking full ownership of daily operations and tedious tasks to uncover and drive hidden operational efficiencies.
• Bring experience thriving in fiercely competitive, fast-paced environments such as Management Consulting, Investment Banking, Venture Capital, or a high-growth startup, demonstrating adaptability and resilience. The ability to navigate through ambiguity is a must-have.
• Native-level Italian language skills (C1 or above) are essential for this role, and fluency in English is mandatory.

We are an equal-opportunity employer and welcome applicants from all backgrounds, regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, disability, or any other characteristic. We believe that diversity drives innovation, creativity, and collective strength.