Customer Success Manager

• Own a portfolio of enterprise and top-tier clients end to end—from pre-sales alignment with the Sales team, through launch, to ongoing outcomes post go-live.
• Build and sustain trusted relationships with senior stakeholders, keeping client goals and Lexroom solutions aligned.
• Maximize revenue per client: drive renewals, upsell, and uplift, growing existing accounts rather than chasing net-new.
• Oversee onboarding and delivery for measurable business impact, staying present and on-site with your key accounts.
• Turn client feedback into action for Product, Marketing, and Operations, and run business reviews backed by dashboards and KPIs.

Customer Success Manager – Enterprise

• Define and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints.
• Lead the Customer Insights function, transforming customer data into actionable insights to support commercial and strategic decisions. Ensure effective CRM data governance and compliance with privacy regulations, in partnership with Legal and IT.
• Define the global CRM contact strategy, overseeing digital campaigns, customer journeys, segmentation and personalization to drive acquisition, engagement and retention.
• Lead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and the global retail events calendar, in partnership with Regional Retail and Marketing Teams.
• Drive the adoption of customer engagement tools, processes and best practices across the global retail network.
• Define global Client Service standards, ensuring a seamless pre- and post-sales experience across all channels and markets.
• Lead the roadmap of customer technologies and CRM capabilities, identifying opportunities to improve customer experience and business performance.
• Partner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities.
• Coordinate Regional Customer teams, providing governance, direction and support to ensure consistent execution globally.
• Lead the CRM vendor ecosystem by scouting new partners and technologies, managing existing suppliers and ensuring successful delivery of CRM initiatives, innovation and business value.
• Manage the global Customer Strategy budget and monitor performance through defined KPIs.

Head of CRM – Customer Strategy

Onboarding Specialist

• Guide customers through the onboarding journey, from kickoff to successful adoption.
• Understand each practice's workflows and recommend best practices to improve productivity and profitability.
• Deliver engaging training sessions for doctors, secretaries, and practice managers.
• Manage onboarding projects, coordinating milestones, timelines, and stakeholders.
• Set clear expectations, proactively identify risks, and remove adoption blockers.
• Handle challenging conversations with confidence, maintaining customer trust even in difficult situations.
• Collaborate closely with Sales, Customer Success, Support, and Product to deliver a seamless customer experience.
• Act as the voice of the customer, sharing insights to continuously improve our product and onboarding experience.

Customer Onboarding Specialist, Italian Speaking

• Organizzare la consulenza pre-costituzione: fisserai la videochiamata tra il cliente e il commercialista partner, assicurandoti che tutto sia pronto prima dell'incontro
• Gestire l'appuntamento notarile: coordinerai la data con il notaio e curerai la raccolta di tutta la documentazione necessaria per l'atto
• Coordinare i passaggi post-atto: dall'apertura della P.IVA all'apertura del conto corrente, fino all'onboarding sulla piattaforma Sibill
• Tenere il cliente aggiornato: ogni fase ha le sue tempistiche — il tuo lavoro è che vengano rispettate e che il cliente sappia sempre dove si trova nel percorso
• Migliorare i processi: segnalare i colli di bottiglia al team in modo proattivo, contribuendo a migliorare il workflow nel tempo.

Junior Customer Success

• Own the KYC layer of our onboarding journey, determining activation metrics for merchants
• Shape how Mollie enters new markets with compliant, locally adapted KYC flows
• Manage an ecosystem of over 10 identity verification and compliance vendors
• Drive a structured experimentation strategy across various platforms
• Contribute to onboarding workstream for GC integration, representing the CIV team

Senior Product Delivery Manager – Onboarding

• Guidare l’onboarding dei nuovi clienti, configurando la piattaforma, incluse le impostazioni contabili/finanziarie - avrai l’obiettivo di formare i clienti affinché diventino dei “power-users” di Sibill
• Costruire e mantenere relazioni solide e durature con i clienti, attraverso checkpoint regolari
• Identificare opportunità di upselling/cross-selling
• Raccogliere e condividere feedback dei clienti con i team prodotto e tech
• Monitorare KPI e performance dei clienti, preparando dashboard e analisi utili a guidare decisioni e priorità - siamo guidati dai dati e dai risultati
• Contribuire alla definizione di processi scalabili di Customer Success, condividendo best practice e migliorando continuamente il modo di lavorare del team

Customer Success Specialist

• Ensure customer satisfaction, retention, and growth by delivering proactive, high-value, and personalized support throughout the customer lifecycle within our data centers.
• The Customer Success Manager (CSM) is the primary point of contact for the client for all types of requests.
• Manage customer communications (maintenance, events, incident management, improvement areas, technical work).
• Monitor and improve customer satisfaction.
• Manage client tickets using DATA4’s tools related to CSM activity.
• Identify cross-sell/up-sell opportunities (e.g., hands & eyes, contract upgrades, DR services, cloud services).
• Internal Coordination: Be the voice of the customer internally: contribute to continuous improvement in services, processes, and communication.

Senior Customer Success Manager – Strategic Accounts

• Lead the Charge: Execute a high-impact Customer Success strategy that aligns perfectly with Docebo's global vision and specific SEEMEA/DACH regional objectives.
• Coach for Greatness: Manage and mentor a team of Success professionals, providing the guidance and support they need to deliver exceptional customer experiences.
• Measure What Matters: Define and monitor clear KPIs and metrics to track team performance and ensure we are consistently hitting our retention and growth targets.
• Bridge the Borders: Foster a customer-centric culture that promotes knowledge sharing and collaboration across different geographical regions and internal departments.
• Advocate for Success: Build and maintain deep relationships with key customers, acting as a strategic advisor to help them maximize their investment in Docebo.
• Refine the Playbook: Develop and implement standardized processes and best practices that drive efficiency and scalability within our regional success operations.
• Harness the Data: Utilize customer success platforms to monitor account health and proactively identify opportunities for process automation and improvement.

Manager, Customer Success

• Provide an excellent operational experience to both new and existing partners
• Implement standard core products and services according to specific client specifications
• Manage the configuration, release, and ongoing maintenance of our core software solutions
• Conduct quality assurance and testing of our products and services, always striving for continuous improvement
• Oversee the order, review, and roll-out of operational signage
• Collaborate cross-functionally with various Teams and Business Units (main stakeholders include Account Managers, Operations, Marketing, and R&D)
• Work actively within the CRM system to manage orders and requests, ensuring high data quality and accuracy

Partner Success Representative

• Be the first and main point of reference for dealers and guide them once the contract has been signed
• Support customers in defining and executing their digital strategy
• Engage with clients at all levels and lead all client engagements
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Evaluate dealer performance — including website quality, stock imagery, adoption of new features, and overall digital presence
• Propose lead-generating campaigns based on best practices and top-performing customer benchmarks
• Develop testimonial strategies in partnership with the Sales team
• Conduct training sessions to educate customers on product features, functionalities, and updates
• Share insights into industry best practices to enhance customers' ability to get maximum value from our solutions
• Liaise with Content Editors to keep training content up to date and continuously improve processes

Customer Success Manager – Automotive Industry

• Definizione e implementazione della strategia CRM omnicanale e customer analytics coerente con gli obiettivi commerciali della Banca;
• Analisi della customer base e costruzione di modelli avanzati di segmentazione e profiling;
• Disegno e ottimizzazione dei customer journey lungo i principali momenti di contatto cliente;
• Valorizzazione dei dati interni e delle sinergie informative con le società di Reale Group;
• Sviluppo di modelli di propensione e supporto alle iniziative commerciali della rete;
• Coordinamento con funzioni interne (IT, Data, Coordinamento Commerciale, Pianificazione Commerciale, Risk Managment) per l’implementazione delle iniziative CRM;
• Contributo alla crescita della base clienti e all’incremento della penetrazione sui clienti di Gruppo.

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