Head Of Customer Success

We're hiring a Head of Customer Experience to build and scale our Customer Success and Customer Support functions. This is a core business role.Your mission is to turn Customer Experience into a competitive advantage and a revenue driver.You will own:RetentionCustomer satisfactionExpansion (upsell & cross-sell)Support efficiency at scale

What you'll do - Build & scale the functionOwn the end-to-end Customer Experience strategyStructure and scale Customer Success and Support from the ground upDesign processes that work at 10x scale, not just todayAI Driven - bring innovation and changeBe extremely data-drivenDefine and own key metrics: churn, NPS, SLA, retention, expansionIdentify patterns, bottlenecks, and opportunitiesMake decisions based on data, not opinionsFix what's brokenDeep-dive into customer issues and solve root causesContinuously improve support quality and speedBuild systems, not patchesDrive revenue from existing customersIdentify and unlock upsell and cross-sell opportunitiesWork closely with Sales to build a strong expansion motionTurn Customer Success into a revenue-generating functionBe the voice of the customerWork closely with Product and TechTranslate customer pain into product improvementsPush for better product decisions

Who you are5–8+ years of experience in Customer Success / CX / Support in SaaS or fintechalready built or scaled a CX function, not just operated in onehighly analytical: you think in metrics, not opinionsstrategic but extremely hands-oncomfortable with ambiguity, speed, and ownershipYou care deeply about building things that scaleOffice: Milano.

Head of Customer Success • Via Milano, Lombardy, ITALY