Customer Success Manager Italy

OUR PURPOSE AT PLANCRAFT Building the backbone of European trades together – with AI-first software. We’re not just building software – we’re on a mission to create space for contractors & tradespeople by equipping them with AI solutions that work the way they do: fast, practical, and AI-first. With Tier 1 Investors from Europe and the US, like Headline and Creandum as well as 30,000+ tradespeople as customer base, we’re scaling across Europe to turn scattered tradespeople into thriving communities. We believe in zero admin, not zero personality – and we build every feature with the people in mind who wear the boots, not the suits. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow. YOUR MISSION AT PLANCRAFT As our first Customer Success Manager, you are the trusted partner for our customers in our Italian market. You guide them from onboarding to long-term success, helping them confidently adopt plancraft, solve real operational challenges, and grow successfully with our product. You will work closely with a small local team, currently consisting of a Country Lead and an Account Executive, giving you a high level of ownership and influence from day one. You will be able to create scalable processes, and turn close customer relationships into long-term value for both customers and plancraft. This is a hands-on role where you’ll work closely with others while taking full ownership of customer outcomes, with a strong focus on collaboration and building sustainable foundations early on. You’ll be based in Milan, working on-site from our local office on at least three days per week and collaborating closely with the local team, as well as the team in Hamburg, Germany. Your responsibilities: Take full ownership of the customer portfolio for your assigned country and act as the primary point of contact across the entire customer lifecycle. Guide customers through onboarding, implementation, and training with empathy, clarity, and structure to ensure fast time-to-value. Support customers across all channels, resolving questions and issues reliably while maintaining a consistently positive experience. Build strong, trusting relationships with customers and proactively check in on adoption, satisfaction, and potential risks. Use customer data, usage insights, and health indicators to proactively prioritize retention and adoption actions. Coordinate closely with Product, Sales, and internal teams to resolve escalations and improve customer outcomes. Share customer feedback and market insights internally to help shape product, processes, and go-to-market decisions. Own renewals and identify expansion opportunities by understanding customer needs and matching them with the right solutions. YOUR PROFILE Must-Have Skills Experience working directly with customers in a Customer Success, Account Management, or similar role. Confidence taking ownership of customer relationships and guiding customers independently. Clear, empathetic communication skills, especially when explaining complex topics or handling sensitive situations. Comfort working with digital tools and customer data to organize work and make informed decisions. Italian at native-level proficiency (C1/C2 level) and English at B2/C1 level. Nice-to-Have Skills Experience in B2B SaaS or with complex digital products. Familiarity with CRM or support tools (e.g. HubSpot, Intercom). Enjoyment of working in early-stage or evolving environments where not everything is defined yet. WHY PLANCRAFT? Team Spirit : We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with four major team events per year and a strong recognition culture where we regularly celebrate both the big and small wins together. Ownership : You’re encouraged to take ownership from day one. In a flat hierarchy and high-trust environment, you’re empowered to make meaningful decisions and drive real impact. Learning & Growth : We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential. AI Enablement : Our internal tools and workflows are AI-enabled by design. We support every team and individual in applying AI at the next level in their daily work, including getting your own ChatGPT+ license, of course. Tech & Tooling : You’ll receive a MacBook, premium over-ear headphones, and everything else you need — from hardware to tools — to be effective in your daily doing. Recharge : To ensure the needed rest, we offer 30 vacation days per year (based on a 5-day week) and Dec 24th off. Flex Allowance: We provide you with a monthly flex allowance. You can spend it freely on topics like mobility, wellbeing, and more — whatever supports you best. International Environment : We’re becoming more international every month, with team members already in Italy, France, the Netherlands, Austria and Poland — which is why English is our internal company language. Please submit your application documents in English. We’re #stoked to shape the future, #together as a team, and #humble in our mission to support the builders of tomorrow. For a first impression of us, take a look at our Instagram and LinkedIn page . Diversity makes us better. We welcome people of all backgrounds, identities, abilities, and experiences, and we believe that different perspectives lead to better ideas, stronger products, and a healthier workplace. If you’re excited about our mission but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You might be exactly who we’re looking for. ______ On the application process We want your candidate experience with us to be smooth, transparent, and enjoyable. We aim to get back to you regarding your application within 5 business days. Our interview process typically takes about 4 weeks from start to finish, though this may vary by role. You can learn more about our process here . If you need adjustments or flexibility at any stage, please don’t hesitate to let us know — we’ll do our best to make it work for you. Note on creating a test account: If you would like to create a test account as part of the challenge, please enter "Applicant" in the relevant field during registration and select "Other" under Trade. This ensures that our sales team does not mistakenly register you as a craft business and reach out to you unnecessarily.