Customer Success Manager

About the Role & Team

As a Customer Success Manager at Formalize, you'll guide customers through the post-onboarding journey, driving measurable outcomes and long-term value from the platform. Your mission is to maximize adoption, deliver tangible results, and build lasting customer partnerships.

You'll ensure a smooth handover from implementation, aligning on goals and priorities to maintain momentum. Acting as a strategic advisor, you'll translate business objectives into practical use cases, provide best-practice guidance, and coach customer teams to achieve success.

You'll identify growth opportunities, manage renewals, and ensure that value is clearly demonstrated and expanded over time. As the customer's voice within Formalize, you'll share insights and feedback that shape product development and improve how we operate.

Success in this role means customers who achieve outcomes faster, adopt more deeply, renew confidently, and advocate for Formalize, while our platform and processes evolve through your impact.

What you will do

• Own the post‑implementation relationship and ensure a smooth, goal‑aligned handover with the CEM.

• Serve as the customer's trusted advisor and primary product authority, enabled use cases and translate objectives into platform, coach champions and teams.

• Educate and guide platform use by pointing to the most relevant guides and the Knowledge Hub, contextualizing resources, and creating learning paths for independent mastery.

• Co‑create success plans with clear outcomes and milestones; guide deeper and broader adoption tied to measurable results.

• Own renewals; qualify and drive expansions tied to clear value; manage churn risks with targeted save plans.

• Contribute to product and knowledge evolution: funnel insights to Product/Enablement with impact/priority.

• Own projects to improve CS tools, playbooks, and cross-team processes.

What you bring

• 2+ years experience in Customer Success positions, preferably in a B2B SaaS environment.

• Solid understanding of SaaS architecture, cloud technologies, and integration work

• Customer empathy with an advisory posture that keeps value creation central.

• Strong communication skills, able to explain complex technical topics to both technical and non-technical audiences.

• Comfort operating across SMB and Enterprise, with tailored cadences and stakeholder maps.

• Ability to co‑create success plans, drive a structured operating cadence, understand customer needs and promote platform adoption.

• Hands-on problem-solving ability with a proactive, customer-first mindset.

• Ability to cooperate cross functionally and prioritize effectively.

• Curiosity about compliance, risk management, and LegalTech.

• Native Italian skills.

Nice to have

• Familiarity with GRC frameworks (ISO 27001, NIS2, DORA) or compliance-driven organizations.

• Proficiency with digital tools for training, documentation, and workflow management (e.g., Notion, HubSpot, or similar).

• Experience shaping learning paths, creating guides, or leading customer workshops.

What do we offer you?

• Thorough pre- and onboarding to set you up for success

• A culture of ownership, trust, and independence with the support you need

• Continuous development through bi-annual growth talks and weekly check-ins

• Great benefits, including lunch, health insurance, and social events

• A strong team spirit where we celebrate wins and enjoy time together across offices

• Our annual Global Summit, where the whole company meets and connects

Our recruitment process

• Send your application and upload relevant information

• 15-30 minutes online interview with our Talent Acquisition team

• 45-minute online interview with our Team Lead Customer Success

• Completion of Personality Assessment & Case Presentation

• 60 minutes in-person final interview with our Team Lead Customer Success & CCO

About Formalize

Formalize is a tech company founded in 2021 with offices in Aarhus, Copenhagen, Milan, and Madrid. Currently, we are a team of +170 people from 19 nationalities operating in multiple European markets and are one of the fastest growing SaaS scale-ups. We thrive on ambition, deliver impact through pragmatism, and embrace passion and honesty. We are celebrating our wins, learn from our mistakes, and grow together as a team.

Our journey began within the whistleblowing compliance sector, highlighted by the award-winning Whistleblower Software by Formalize, laying the foundation of our success story. Now, we have extended our expertise to a larger compliance universe, including data compliance, risk, and privacy. Our Formalize product helps companies to effortlessly navigate and stay ahead in the ever-changing landscape of compliance. Our platform adapts to regulatory changes, continuously adapting to meet and foresee the evolving needs of our users, ensuring businesses remain compliant and confident in their operations.

Still curious? Read more about us here: About Formalize.

Ready to apply?

We will hold interviews and hire on an ongoing basis. For more information or questions, please contact the responsible recruiter in the Talent Acquisition team. Apply now with your resume and other relevant information through our Career Page. We look forward to seeing your application