Customer Success Manager

Scaleway

. Build, nurture, and leverage strong relationships with customer users and decision-makers .

Posted 10/2/2026full-timeMilan • ItalyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and account management within the cloud industry, focusing on customer satisfaction, revenue growth, and effective communication. Proficient in leveraging customer insights to drive product development and enhance engagement initiatives.

Highest-signal resume keywords

Customer Success ManagementCloud Industry KnowledgeSalesforce ProficiencyRevenue Opportunity IdentificationTechnical Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementCloud Solutions UnderstandingBusiness AcumenProject ManagementData Reporting

Soft Skills

Excellent CommunicationStrong Listening SkillsEmpathyProactive MindsetOrganizational Skills

Tools & Technologies

SalesforceMetabaseSlack

Industry Keywords

Cloud EcosystemCustomer EngagementUpsell and Cross-sellCustomer SatisfactionTechnical Conversations

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Build, nurture, and leverage strong relationships with customer users and decision-makers
Understand customers’ businesses, objectives, and data to identify opportunities to increase satisfaction and revenue
Define and proactively follow customer-specific success plans to maximize satisfaction and minimize churn
Drive customer awareness and adoption of Scaleway services, features, and functionalities
Identify, negotiate, and close upsell, cross-sell, commitment, and renewal opportunities
Act as an escalation point and coordinate Sales, Solution Architects, Support, and Product teams around customer needs
Represent the voice of the customer internally, sharing feedback and contributing insights to Scaleway's product roadmap
Measure customer satisfaction and maintain accurate customer information and reporting in relevant systems
Build and deliver customer engagement initiatives through training sessions, webinars, user forums, events, and Scaleway communities
Contribute to improving Customer Success processes and ways of working as the team continues to scale
Support the development of the customer portfolio in Italy and drive revenue growth across existing accounts
Help customers achieve their business objectives while developing their usage and adoption of Scaleway solutions

Requirements

What you’ll need

5 to 10 years of professional experience, ideally in Customer Success, account management, or another customer-facing role within a technology environment
Solid understanding of the cloud industry and ecosystem, including its competitive landscape and emerging trends in Cloud and AI
Ability to engage in technical conversations and deepen knowledge of cloud solutions
Engineering background combined with commercial skills, or commercial experience within a cloud provider, hyperscaler, or partner, particularly relevant
Demonstrated business acumen and experience identifying and managing revenue opportunities across a portfolio of customer accounts
Comfortable with reporting and customer management tools
Experience with Salesforce, Metabase, and Slack
Excellent communication, presentation, and interpersonal skills
Strong listening skills and empathy
Proactive and autonomous mindset
Strong organizational and project management skills
Attention to detail and transparent reporting
Curiosity for business and technology
Ability to mobilize internal teams around shared objectives
Ability to complete a business case in English

Benefits

Comp & perks

Up to 3 days of remote work per week
Spacious, dynamic workspaces near public transport
Outdoor spaces (terraces) and bike parking facilities at most offices
Healthy meal service at headquarters
Breakfast available across all sites year-round
Swile card for lunches at regional sites
Access to a gym
Daycare places
Discounted caring services
International environment with English and French widely spoken
Internal mobility opportunities
Opportunities to transition to other entities within the Iliad Group
Access to over 100 public cloud products in IaaS, PaaS, and AI
Modern infrastructures, including high-performance bare metal servers
Data centers powered solely by renewable energy since 2017