Cleafy

Technical Customer Success Manager

Cleafy

full-time

Posted on:

Location Type: Hybrid

Location: Milan • Italy

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Tech Stack

Cyber Security

About the role

  • Own a portfolio of strategic Italian enterprise customers end-to-end, acting as the primary point of contact
  • Define and execute a clear account strategy per customer, with explicit priorities and trade-offs, prioritizing based on impact and risk, not client-driven urgency
  • Challenge customers when usage, expectations, or requests are misaligned with long-term value
  • Master Cleafy’s platform, fraud signals, and value positioning to speak with technical and business credibility
  • Work hands-on in customer environments to analyze usage, identify patterns, and recommend better ways to create value
  • Drive continuous enablement and ongoing onboarding so customers progress from “adopting the platform” to “getting results”
  • Ensure customers clearly understand the value they get from Cleafy well before renewal, with no last-minute surprises
  • Identify risks early and address them proactively to protect long-term value over short-term appeasement
  • Lead Customer Business Reviews, with clear narratives and insights that make ROI explicit for Sales to close renewals & expansion

Requirements

  • 3+ years of experience in a customer-facing role (Customer Success, TAM, Solution Consulting) preferably with enterprise customers
  • Background in cybersecurity, fraud prevention, digital banking, FinTech, or complex technical domains
  • Ownership mindset and ability to manage customer relationships end-to-end without close supervision, comfort operating with autonomy in ambiguous environments
  • Hands-on and data-driven mindset with strong technical curiosity to master a complex product and its value positioning
  • Strong communication skills, both with operational teams & senior stakeholders (CISO, Head of Fraud Prevention)
  • Fluency in Italian & English
  • Preferably based in Milan (HQ - hybrid), with occasional trips to visit clients
  • Experience working with financial institutions or regulated environments
  • Exposure to SaaS scale-ups or fast-growing environments
  • Experience leading structured executive-level conversations such as Business Reviews
  • Exposure to renewal or expansion motions in partnership with Sales
  • Additional languages among French, Spanish, German and Portuguese
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
cybersecurityfraud preventiondigital bankingFinTechSaaSdata analysisaccount strategycustomer onboardingrisk managementROI analysis
Soft Skills
communicationownership mindsetautonomytechnical curiosityrelationship managementproblem-solvingleadershipinsight generationadaptabilitycustomer advocacy