Customer Success Manager - Italy & DACH (f/m/d)

As our experienced Customer Success Manager, you will play a crucial role in ensuring the long-term success of our customers by driving revenue growth through expansion and retention. Your priorities will be to build strong, trust-based relationships, guide customers to fully realise the value of our solutions, and proactively identify new opportunities that grow our business together.

Overview

Role: Manage a diverse portfolio of Italian, English and German-speaking customers, from low-touch to high-touch accounts. You will act as the primary point of contact and trusted partner throughout the customer life cycle at Shiftmove, leveraging data to monitor customer health and drive adoption, retention, and expansion opportunities.

Responsibilities

• Manage a diverse portfolio of Italian, English and German-speaking customers, from low-touch to high-touch accounts
• Build and nurture strong relationships, acting as the primary point of contact and trusted partner throughout the customer life cycle at Shiftmove
• Leverage data to monitor customer health and drive successful adoption, retention, and expansion opportunities
• Create revenue pipeline by identifying upsell and cross-sell opportunities, collaborating closely with Account Managers
• Apply value-based selling techniques to connect business needs with customer goals
• Act as the voice of the customer to influence product requirements and roadmap decisions
• Support onboarding, training sessions, and webinars for Italian customers while ensuring commercial outcomes

Your Profile

• Proven track record in B2B SaaS customer success, account management, or sales (automotive experience is a plus)
• Fluent in German and English (min. C1) as well as Italian (min. B2)
• Demonstrated success in achieving revenue-based targets through the creation of expansion pipeline
• Strong communication and consultative selling skills: able to ask the right questions to understand and unearth customer pains and drive business growth while keeping customer goals front and centre
• Experience with SPICED selling approach a plus
• Analytical mindset with a strong sense of accountability, ownership, and commercial acumen
• Excellent time-management skills for handling multiple customers and calls with precision
• Fast learner who adapts quickly to new software tools and sales processes

Our Offer

• Impact: You and your team play a crucial role in the success of our business by keeping our customers engaged and satisfied, ensuring they continue to see value in our solutions
• Culture: You will join a highly collaborative and supportive team with a positive and driven culture
• Sustainable growth: We are almost a €50m+ ARR company and growing, backed by leading technology and software-focused private equity firms
• Health & Wellbeing: A strong sense of healthy work-life balance. 1 mental health day and access to Nilo.health platform for sessions with a psychologist or coach
• Learning & Development: An annual professional development budget of 2k EUR
• Remote setup: You can work from all over Germany; HQ in Berlin with quarterly team onsites
• Workation: Up to 12 weeks of remote work from any country or continent

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