Senior Customer Success Manager - Italian Market

In the middle of a scale-up phase, Mytraffic's Customer Success team is structuring and growing as part of the global Revenue Team. In this context, we are recruiting our next Customer Success Manager.

You will join a team of 15 Customer Success Managers, reporting to a Lead CSM under the supervision of the Head of Customer Success, Adei.

In this role, you will manage the entire Italian portfolio for MyTraffic, working with retail and real estate accounts (e.g., clients such as Lidl Italia, H&M, and Pandora).

As the team continues to grow in the coming months and years, you'll have the opportunity to contribute your vision, enrich the team, and grow within MyTraffic!

Your Missions

Adoption and operational excellence

-Onboarding new clients (including creating clients' platform accounts),

- Build a usage centric approach of the platform, and monitor the user's adoption,

- Pro-actively measure and follow your portfolio performances to anticipate and mitigate all potential critical situations,

- Collaborate with product team to share customer feedbacks, deploy new use cases and enrich customer experience,

-Conducting monthly meetings with clients to ensure platform adoption is instilled,

- Answering in a timely manner clients' requests and advising on best practices (example : conducting plateforme trainings).

Account and Business Planning

- Leading quaterly business reviews with Sales

- Recommend, drive and execute the account plan on your portfolio, and lead customer relationship as a trusted advisor,

- Influence your client into becoming Mytraffic true advocate through public speaking events, testimonials, success stories.

Contribute to CSM team structure and customer outreach

- Drive cross-functional projects, team methodologies and ensure automating success process for our clients' scalability,

- Being the internal voice of our clients,

- Guarantee a best in class adoption and usage of all Customer Success tools and reportings (Amplitude, CRM, Intercom).

About You

-You are native italian and you speak english perfectly

- You have experience: you have at least 4 years in a CSM role, in Saas B2B and on a complex solution. Or a previous experience in the data industry,

- You're Customer-centric: You have already managed an important client portfolio with key accounts. You have a proven track record focusing on client satisfaction,

- You're business oriented: you master sales cycles, anti churn strategies and portfolio expansion,

- You're a team player: at the core of the organization, you collaborate with all teams and have a positive impact on people,

- You're a challenger: asking Why is your motto, you challenge the statu quo, you understand and measure the impact,

- You've a troubleshooter mindset: You are resilient, coachable, and always wanted to find the best solution for our clients,

- You're an organizer: you've strong presentation & organizational skills, operational excellence is key too you,

The Recruitment Process

1 30 min with our Talent Acquisition

2 30 min with Talia, our Lead CSM

3 60 min Business case

4 30 min with Adei, our Head of CSM