Customer Success Manager

• 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

• Oversee guest communications with a strict ten-minute response time requirement to ensure a premium experience
• Manage cleaning reports and review property photos to ensure every home meets rigorous SOP standards
• Refine existing workflows and create new SOPs to improve operational efficiency and scalability
• Manage ongoing communication with property owners, providing updates and maintaining strong professional relationships
• Dedicate approximately one hour daily to supplemental sales activities to drive revenue growth
• Execute “Think Like An Owner” projects and special initiatives designed to improve the business’s bottom line and guest satisfaction
• Monitor and report on team performance against base KPIs and the “Focus of the Month”

Operations and Client Success Manager – Short-Term Rental, Hospitality

• Guidare l’onboarding dei nuovi clienti, configurando la piattaforma incluse le impostazioni contabili/finanziarie
• Formare i clienti affinché diventino power-users di Sibill
• Costruire e mantenere relazioni solide e durature con i clienti attraverso checkpoint regolari
• Identificare opportunità di upselling/cross-selling
• Raccogliere e condividere feedback dei clienti con i team prodotto e tech
• Monitorare KPI e performance dei clienti, preparando dashboard e analisi
• Contribuire alla definizione di processi scalabili di Customer Success
• Condividere best practice e migliorare continuamente il modo di lavorare del team
• Collaborare con i team di prodotto, tech e commerciale durante l’intero ciclo di vita del cliente, dall’onboarding al rinnovo

Customer Success Specialist

• Act as Salesforce Product Owner for Berlin Packaging EMEA
• Lead functional analysis, solution design and demand management across the CRM ecosystem
• Assess commercial and service processes, identifying gaps, workarounds, duplicated effort and data-quality issues
• Document and map end-to-end processes, including process flows, swimlanes, data flows, roles and responsibilities
• Design solutions with business owners and development teams, including workshops, user stories, acceptance criteria, feasibility testing and business sign-off
• Act as design authority for CRM changes
• Own, prioritise and manage Salesforce demand backlogs across EMEA
• Translate business requirements into functional specifications and solution designs
• Coordinate with technical teams and delivery partners
• Own UAT coordination, release readiness and sign-off
• Maintain and enhance Salesforce CRM modules and the platform roadmap
• Support Salesforce data modelling and configuration while safeguarding data quality and governance
• Ensure CRM and marketing processes are GDPR-compliant
• Monitor CRM performance, adoption and user feedback
• Coordinate application maintenance and support resources
• Support Salesforce integration with EMEA-wide ERP systems
• Design and oversee integrations with ERP, ecommerce, marketing automation and data-quality tools
• Define integration patterns, data ownership rules and reconciliation logic
• Liaise with Sales, Marketing, Customer Service and eCommerce teams
• Improve end-to-end commercial processes for physical goods, from lead and quote through order, fulfilment, delivery and after-sales
• Account for cross-border trade requirements including entities, Incoterms, currencies, taxation and customs
• Connect ecommerce, B2B email marketing and sales customer data, journeys and reporting
• Collaborate with IT and external partners on scalability and performance
• Support AI applications such as lead scoring, churn prediction, quoting support, next-best actions and service automation
• Contribute to the AI learning path for CRM innovation with data-handling and governance guardrails

EMEA IT CRM Manager

• Own and execute retention, adoption, and expansion strategies for a high-volume SMB account base
• Hire, manage, and coach team members toward health, retention, and growth targets
• Build and refine scalable onboarding, engagement, and renewal playbooks
• Partner with Enterprise CS, Customer Care, Product, and Sales
• Monitor account health signals, usage patterns, and churn risks
• Implement proactive retention and cross-sell initiatives
• Report directly to CS Leadership

Team Manager, Customer Success – SMB

• Own the Lexroom CS Academy across SMB, Mid Market, and Enterprise teams and geographies
• Design and run recurring onboarding, ramp-up, and advanced training programs
• Own the full onboarding experience for new CS hires from the first week through the first two months
• Coordinate agendas, materials, internal speakers, and practical exercises across markets
• Deliver training on client onboarding, sales and expansion methodology, discovery, demos, objection handling, negotiation, and pipeline management
• Use role-plays, call coaching, and structured feedback
• Create customer education content in cooperation with the Legal Engineering team
• Maintain playbooks, scripts, templates, and Academy materials
• Convert internal success stories into reusable training assets
• Partner with CS Managers and CSMs/AMs to apply training in real scenarios, calls, and negotiations
• Align the Academy with global initiatives and export Italian best practices to international markets

Customer Success Enablement

• Serve as the primary advocate, trusted advisor, and strategic partner for a dedicated portfolio of clients
• Work across Sales, Product, and Support to help customers maximize the value of the Tulip platform and achieve business goals
• Own a strategic book of business focused on relationship building, product adoption, net-revenue retention, and growth opportunities
• Guide new clients through onboarding and enablement to deliver fast time-to-value
• Cultivate relationships with users and executive sponsors across client organizations
• Lead regular strategic business reviews to align goals, track ROI, and maintain momentum
• Monitor platform usage and customer health metrics to identify at-risk accounts and develop intervention strategies
• Partner with the Retail Excellence team on feature launches and deeper user engagement
• Gather customer feedback and collaborate with Product to influence the roadmap
• Monitor support tickets and configuration requests to ensure timely resolution and account stability
• Develop and maintain client success plans aligned with strategic objectives, ROI, and milestones
• Own the renewal process and drive high retention rates through proactive planning and engagement
• Identify and qualify upsell and cross-sell opportunities in collaboration with Sales
• Travel for monthly on-site client visits