Customer Success Manager (m/f/d) - Italy

ABOUT US Pliant is a European fintech specializing in B2B payment solutions. Our modular, API-first platform helps businesses streamline spending, improve cash flow, and integrate payments into their financial workflows. Designed for industries with complex payment needs, such as travel and fleet, Pliant enables greater efficiency, control, and profitability. We serve two primary customer segments: Companies looking to optimize operational processes through intuitive apps and APIs, gaining control, automation, and financial flexibility through extended credit lines. Businesses such as financial software platforms, ERP providers, and banks that want to launch or enhance their credit card offerings using Pliant’s embedded finance and white-label solutions. Founded in 2020 and headquartered in Berlin, Pliant supports over 4,000 businesses and more than 20 partners globally. As a licensed e-money institution (EMI), we issue credit cards in 11 currencies across more than 30 countries, helping companies streamline and simplify payments. Learn more at www.getpliant.com ABOUT THE ROLE We are seeking a motivated and proactive Customer Success Manager (m/f/d) to support our medium to large customers on the Italian market here at Pliant. The ideal candidate will focus on implementation, building strong relationships, identifying upsell opportunities, and collaborating with the Business Development team to drive growth. This role is open to Berlin HQ (hybrid) or remotely in Milan. WHAT YOU’LL DO Serve as the primary point of contact for small and medium customers, ensuring their successful onboarding and ongoing satisfaction. Guide our Italian customers through the implementation of our accounting software integrations and provide support for their accounting requirements. Proactively build and maintain strong relationships with customers to foster long-term loyalty and satisfaction. Identify and capitalise on opportunities for upselling additional products or services. Collaborate with the Business Development team to identify new business opportunities and support the company’s growth initiatives. Regularly monitor customer metrics and respond to any signs of dissatisfaction or challenges. Act as the customer advocate, ensuring their voice and feedback are considered in product development and service improvements. Create and maintain accurate customer records and documentation in CRM systems. Conduct regular check-ins and review meetings to ensure customer success and continued alignment. WHAT YOU’LL BRING Knowledge of Italian accountancy is a must Customer-focused with a passion for helping clients succeed. Strong organisational skills and attention to detail. Ability to thrive in a collaborative and fast-paced environment. Goal-oriented, with a track record of achieving targets. Ability to adapt to changing customer needs and industry trends. A proactive and problem solving mindset, with the ability to take ownership of tasks and drive results Experience within the Fintech, finance or travel industry would be an advantage for this position (or a high interest would be great!) Excellent opportunity to build your career in a dynamic environment, with potential for further development and progression. Fluent in Italian and English is a must WHAT WE OFFER The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence Attractive remuneration Your choice of preferred OS, Windows or Mac Flat hierarchy and transparent communication in a relaxed, professional atmosphere Opportunity to develop your talent in a dynamic team with ambitious goals Flexibility and possibility to work remotely Company card with a monthly allowance for lunches, coffee, etc. with co-workers At Pliant, we believe diversity and inclusion are essential to building not only an innovative product but also an exceptional experience for both our customers and our team. This commitment begins with our hiring process—we welcome individuals of all racial and ethnic backgrounds, religions, national origins, gender identities or expressions, sexual orientations, ages, marital statuses, and abilities. If you require accommodations or accessibility support during the interview process, please let us know in your application so we can make sure your experience is seamless.