Growth Customer Success Manager - Italy Customer Success · Florence ·
AXA Venture Partners ·
Florence Office (2+ days in office) | 40hrs per week Interessato/a a questo ruolo? This is what you tell people at parties We didn't become Europe's leading e-commerce shipping platform by playing it safe. Sendcloud powers 30,000+ online retailers, marketplaces, and fulfillment companies.
Helping them ship smarter, grow faster, and actually get shit done for their customers. Boring logistics? Not here. We're building the platform that solves shipping, at scale, globally! Customer success at Sendcloud isn't about managing accounts - it's about growing them.
As a Growth CSM, you'll scan the whole Italian customer base for opportunities in commercial expansion. This is a role where strong relationships and sharp commercial instincts go hand in hand, and where your results directly shape Sendcloud's revenue trajectory.
What you'll do Your commercial instincts drive revenue growth within the existing customer base, identifying opportunities before customers have articulated them. Drive upsell and cross-sell conversations by identifying expansion signals in your accounts and translating customer data into actionable revenue opportunities.
Lead renewal processes with confidence - using relationship depth and platform data to hit retention targets and reduce churn. Build personalised engagement strategies for each customer segment, ensuring the right outreach reaches the right customer at the right moment.
Collaborate across departments to turn your own ideas or company initiatives into impactful successes, ensuring alignment and smooth execution. Contribute to the playbooks, processes, and tooling that scale customer success across the team - not just your own book of business.
What you bring to the table Personally You're commercially curious - you don't just want customers to stay, you want them to grow, and you take ownership of making that happen. You balance warmth with directness: you build trust quickly and use that trust to have honest, value-driven conversations.
You thrive managing your own book of business - setting your own priorities, tracking your own metrics, and holding yourself accountable to results. Professionally 1-2 years of experience in Customer Success, account management, or a commercial role - ideally in SaaS, logistics, or e-commerce.
Bachelor's degree or equivalent, preferably in a commercial or business-related field. That said, we place more value on your drive to grow. A demonstrated track record of managing renewals and hitting expansion or upsell targets.
Fluent in Italian and English, both written and spoken. Comfortable working with CRM and CS platforms (Hubspot, Gainsight, or similar) to manage pipeline and monitor account health. Our Values No bullshit: Big egos suck.
Be open, honest and transparent. Share your mistakes openly and learn from them. Don't just talk about problems, solve them. Grow