Customer Success Manager

About Skello

Skello is a European company on a mission to improve frontline teams' daily lives. We have developed a HR SaaS to help them plan, optimize and simplify work organization. We aim to shape the future of HR Tech by being the leading HR solution for all frontline teams in Europe. Our solution is already being used by more than 400,000 users in Europe. 

After starting in France and successfully expanding into 3 European markets (Belgium, Switzerland and Spain), we are now going one step further into our European expansion story by opening a new country: Italy.

Your role

As the first Customer Success Manager for the Italian market, you will be a pivotal member of our team, responsible for building and nurturing strong relationships with our first customers. This is an exciting and challenging role where you will not only ensure our clients' success but also help define the customer journey for Italy.

You will manage the entire post-sales process, from onboarding and training to ongoing support and upselling. Reporting directly to the Country Manager Italy, you will have a direct impact on our retention and growth, with significant opportunities for career development as the team and market expand.

• Onboarding & Training: Guide new Italian customers through the onboarding process, providing comprehensive training to ensure they master Skello's features and integrate the solution seamlessly into their daily operations.
• Customer Advocacy: Act as the main point of contact for your portfolio of clients, building strong, trusting relationships. Understand their needs, answer their questions, and proactively address any challenges to maximize their satisfaction and usage of the platform.
• Upselling & Sales: Identify opportunities for upselling and cross-selling, promoting new features or higher-tier plans that align with our clients' evolving business needs. Your ability to spot these opportunities will be key to our market growth.
• Feedback & Strategy: Gather valuable feedback from our early Italian customers and act as their voice internally. Share insights with the Product, Marketing, and Ops teams to help refine our go-to-market strategy, product roadmap, and overall customer experience for Italy.
• Retention: Monitor customer health and usage metrics to proactively identify and re-engage at-risk accounts and fight against churn requests to ensure highest level of retention

• Native Italian speaker and proficient in Spanish.
• Proven experience in a customer-facing role (1-5 years), ideally in customer success, account management, or a similar function within a SaaS or B2B environment.
• Exceptional communication and listening skills: You are a natural at building rapport, explaining complex concepts simply, and truly understanding a customer's needs.
• A strong growth mindset: You are a problem-solver who is patient, empathetic, and organized. You thrive in a dynamic, fast-paced environment and are excited by the challenge of building a market from scratch.
• Comfortable with sales and support tools (e.g., Salesforce, Intercom) and data-driven environments

• Exceptional career development opportunities: As the first CSM for Italy, you will be at the forefront of our growth. This role is a stepping stone to leadership positions as our team expands.
• Competitive salary
• Lunch vouchers 
• Health insurance
• 5 extra days off per year
• A one-week full-time onboarding to make sure you have all the knowledge you need about skello and the Saas environment
• Unique company culture and strong ethics, including a constant focus on achieving diversity, equity and inclusion's highest standards

• Interview with our Country Manager Italy ( skills and fit)
• Business Case
• Interview with our Chief of Staff (vision and values)
• Welcome on board