Customer Success Manager - Italy

Our growth is driving us to strengthen our Customer Success Management team to support the development of our customer portfolio in Italy and drive revenue growth across our existing accounts. Your mission will be to build strong, long-term customer relationships, maximize customer satisfaction and retention, and identify growth opportunities in order to help our customers achieve their business objectives while developing their usage and adoption of Scaleway solutions.

Responsibilities

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 the 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

Requirements

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; Comfortable engaging in technical conversations with curiosity to deepen knowledge of cloud solutions; Demonstrated business acumen and experience identifying and managing revenue opportunities across a portfolio of customer accounts; Data-driven and comfortable with reporting and customer management tools; Excellent communication, presentation, and interpersonal skills; Strong listening skills and empathy; Proactive and autonomous mindset with the ability to navigate uncertainty and improve existing processes; Strong organizational and project management skills, with attention to detail and transparent reporting; A learn-it-all mentality, combining curiosity for business and technology with the ability to mobilize internal teams around shared objectives

Nice to have

An engineering background combined with commercial skills; Commercial experience within a cloud provider, hyperscaler, or partner

Benefits

Hybrid work with up to 3 days of remote work per week; International environment where English is as widely spoken as French; Career and mobility opportunities, including transitions to other entities within the Iliad Group