Customer Success Manager

Customer Success Manager Join SaleCycle as Customer Success Manager for the Italian market: build lasting client relationships, drive adoption, and shape growth. Paris- hybrid working Apply Now! Key Highlights: Job Title: Customer Success Manager Location: Paris, hybrid working Reporting to: Head of Customer Success Open positions: 2 About Us SaleCycle is redefining how brands convert, engage, and retain customers through AI-driven experiences across the entire customer journey. SaleCycle combines real-time onsite personalisation and intent scoring with offsite activation across email, SMS, and paid channels, enabling brands to identify, engage, convert, and re-engage customers with precision. What we do We provide a full-funnel Agentic Marketing Platform, combining: Real-time behavioural analytics and intent scoring AI-powered search, recommendations, and agentic decisioning Onsite personalisation and A/B testing Cross-channel activation (email, SMS, paid media) CRM/CDP integrations and first-party data orchestration Retail media and monetisation capabilities Who we are We are a global team of 80+ people across the UK, France, Spain, Italy, and Eastern Europe. We are profitable, growing, and operating with a clear mindset: We build, not maintain We prioritise outcomes over activity We operate with low ego and high accountability We challenge ourselves to step outside our comfort zone Our Values At SaleCycle, we care about people; it’s our top priority. We prioritise well-being, growth, and innovation, continuously pushing boundaries as a team and a company. Continuous Innovation: Collaborate, innovate, and celebrate! Premium Execution: Excellence Delivered Every Time! High Curiosity: Embrace your inner child - ask why and listen! Proactive Collaboration: United, we work together and lead the way! Ultimate Passion: Infuse passion into every action! Job Summary The ideal candidate will be responsible for onboarding, managing and nurturing relationships with our Italian clients, ensuring excellent service delivery and retention across a dedicated portfolio of Italian accounts. Fluent in Italian, the CSM will collaborate closely with internal teams, resolve client issues, and develop strategic plans that reflect the specifics of the Italian market while maximising product/service adoption. Strong communication skills, a problem-solving mindset, cultural fluency, and an ability to manage time and resources effectively are essential for success in this role. Key Responsibilities: Client Relationship Management: Build and maintain strong, long-lasting relationships with Italian clients, serving as their primary point of contact and communicating fluently in Italian Understand client goals, challenges and business needs, including local market dynamics, to provide tailored solutions and ensure customer satisfaction Regularly engage with clients to gather feedback, assess satisfaction, and identify opportunities for improvement, adapting your approach to Italian business culture Communication Skills: Serve as the liaison between Italian clients and internal teams, ensuring clear, transparent and timely communication Proactively share relevant product/service updates and industry insights, localised for the Italian market where relevant Communicate complex technical information in an easy-to-understand way for clients, ensuring alignment on objectives Client Retention & Growth: Monitor client health, identify risks, including those specific to the Italian market and proactively address concerns to ensure long-term retention Identify opportunities for upselling or cross-selling, informed by a strong understanding of the competitive landscape in Italy Collaborate with the sales team to renew contracts and secure additional business from existing Italian clients Collaborate with the Finance team to ensure prompt and efficient cash collection from Italian clients, in line with local invoicing and payment practices Problem Solving & Issue Resolution: Quickly identify and address client issues, ensuring timely resolution and minimising impact to the client's operations Collaborate with internal teams to troubleshoot and resolve complex issues, keeping Italian clients informed throughout the process Turn client challenges into opportunities for enhancing the relationship Strategic Account Planning: Develop a comprehensive account strategy for each Italian client based on their unique needs, value and long-term objectives Work with clients to clearly understand goals and KPIs that can be measured and delivered Regularly review account performance, make data-driven recommendations, and adjust strategies to ensure ongoing success and growth in the Italian market Time & Resource Management: Effectively prioritise client needs and manage multiple Italian accounts simultaneously Allocate resources efficiently to ensure timely project delivery and client satisfaction Maintain a proactive approach to project timelines, ensuring all deliverables are met within agreed-upon deadlines Collaboration with Internal Teams: Work closely with cross-functional teams (Sales, Marketing, Product) to ensure seamless service delivery and address the needs of Italian clients, flagging any localisation requirements Share client feedback and insights to help drive product or service improvements relevant to the Italian market Collaborate on internal initiatives that contribute to the growth and development of the Italian client base Product/Service Knowledge: Maintain in-depth knowledge of company products, services and industry trends to effectively advise Italian clients Provide training and support to clients on product features and best practices, in Italian Stay up-to-date with new features and offerings to ensure clients are leveraging the latest capabilities Onboarding: Lead the onboarding process for new Italian clients, ensuring a smooth transition from sales to service delivery Provide initial product training and guide clients through setup, configuration, testing and launch, in Italian Ensure clients are set up for success by establishing clear expectations and timelines during the onboarding phase Essential Skills & Experience 5+ years of experience in Account Management, Client Success, or a similar customer-facing role Proven track record of managing client relationships and driving account growth and retention, ideally with Italian or Italian-speaking clients Native or fluent Italian (written and spoken) Fluent English required for cross-team collaboration; French is a plus for close work with the Paris-based team Strong communication, negotiation, and interpersonal skills Excellent problem-solving abilities and the ability to work under pressure to meet client needs Experience in strategic planning and managing complex accounts Ability to prioritise, manage multiple projects, and meet deadlines in a fast-paced environment Proficiency in CRM software HubSpot and Microsoft Office Suite (Word, Excel, PowerPoint) Industry knowledge relevant to the company's offerings is a plus Nice to have Familiar with operating in an ISO27001-certified environment. Previous experience in a software company is preferred where technical knowledge is required. Familiarity with customer success methodologies (e.g., Net Promoter Score, Customer Satisfaction surveys). Knowledge of data analytics tools to track and report on account performance (e.g., Looker) Perks & Benefits We value our employees at SaleCycle, so we offer great benefits and incentives in addition to a competitive salary. Please note benefits may vary by country. We value our employees at SaleCycle, so we offer great benefits, perks and incentives in addition to a competitive salary . ⏱️ Flexible hybrid working 💳 The Swile card to help cover your lunch expenses. 🩼 Full coverage of the Alan health insurance plan. 🎂 A day off on your birthday. 🌴 Additional leave based on seniority. 🎉 Regular events and after-work gatherings. ⏱️ Two remote work days per week. 💻 Up to 28 days of remote work from abroad per year. 🧘 A monthly "well-being and engagement" budget for each employee. 🚨For all our perks, please visit our website https://careers.salecycle.com/ Support & Equal Opportunities: If you have a medical condition or require adjustments to our process, let us know so we can support you and ensure you have the best possible interview experience. ✨ We are an equal opportunities employer and value diversity. We do not discriminate based on race, religion, gender, nationality, sexual orientation, marital status, disability, or age. Interested? Apply now! 🚀 We’d love to hear from you! If you’re excited about this opportunity and want to be part of a fast-moving, innovative team, apply today. Department Customer Experience Location Paris Office Remote status Hybrid About SaleCycle Founded in Durham, UK, SaleCycle is the end-to-end CRO platform that gives brands that grow online first-party command of their full audience. From identity resolution and AI-driven insight to no-code journey optimisation, experience personalisation and multi-channel remarketing recovery, SaleCycle closes the gap between anonymous traffic and captured revenue. European, GDPR-native, expert-run. Founded in 2010 Applicant tracking system by Teamtailor