Customer Success Manager in Roma, Lazio at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Italy.

This role offers the opportunity to manage high-value strategic accounts across EMEA within a cutting-edge AI and data infrastructure environment. You’ll take ownership of customer adoption, retention, and expansion while helping organizations achieve measurable business outcomes. Acting as a trusted advisor, you’ll build relationships with both executive stakeholders and technical teams. The position combines customer success leadership with hands-on technical troubleshooting and a strong understanding of modern data infrastructure. You’ll work closely with Sales, Support, Product, and Engineering to resolve challenges and identify opportunities for growth. This is a remote role designed for someone who thrives in a fast-moving, technically sophisticated, and collaborative international environment.

• Own customer success across strategic accounts, with a focus on adoption, retention, customer satisfaction, and expansion.
• Lead customer onboarding and adoption through tailored success plans aligned with customer objectives and desired business outcomes.
• Build trusted-advisor relationships with executive and operational stakeholders, understanding their priorities and ensuring strong long-term engagement.
• Conduct regular Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) to demonstrate ROI, track progress, and align on future priorities.
• Provide an elevated level of technical support by helping customers troubleshoot issues, bugs, upgrades, and operational challenges.
• Monitor customer support cases, ensure questions and concerns are addressed, and coordinate closely with Support teams to drive timely resolution.
• Identify and develop expansion opportunities in partnership with Sales, contributing to the growth of strategic accounts.
• Represent the customer internally and communicate feedback, needs, and product opportunities to Product and Engineering teams.
• Help drive customer advocacy through references, case studies, positive customer experiences, and other engagement initiatives.
• Contribute to key success metrics including gross and net retention, executive engagement, ROI achievement, expansion pipeline, and customer advocacy.

• At least 5 years of experience in customer-facing roles involving customer engagement and technical training or enablement.
• Strong technical troubleshooting and root-cause analysis skills, with the ability to diagnose complex customer issues and communicate solutions clearly.
• Experience working with ticketing and support platforms such as JIRA, Zendesk, or similar tools.
• Practical experience with at least one programming language, such as C++, Java, or JavaScript, including the ability to read and understand code.
• Solid understanding of networking fundamentals, including DHCP, DNS, and HTTP.
• Hands-on experience with Unix/Linux system administration, ideally with environments such as Red Hat, CentOS, or CoreOS.
• Experience with containerization technologies, particularly Docker and Kubernetes.
• Familiarity with NoSQL technologies and database systems.
• Excellent technical communication skills in English, with the ability to communicate effectively with both technical and executive audiences.
• Strong analytical and problem-solving abilities, combined with a structured approach to root-cause analysis.
• Ability to prioritize effectively and remain organized in a fast-moving environment with competing customer needs.
• Calm and adaptable under pressure, with the resilience to respond effectively to changing circumstances.
• Strong relationship-building and consultative skills, particularly when working with executive-level stakeholders.
• Experience with graph technologies is a plus.
• Ability and willingness to travel throughout Europe when required, including occasional travel for in-person meetings or interviews.
• Availability to work remotely from Europe within the CEST time zone.

• Fully remote position within Europe, aligned with the CEST time zone.
• Opportunity to work at the intersection of AI, data infrastructure, and enterprise technology.
• Exposure to strategic enterprise accounts and senior-level stakeholders across EMEA.
• Opportunity to influence product and engineering priorities by representing the voice of the customer.
• Collaboration with experienced professionals across engineering, product, sales, marketing, and customer success.
• Opportunity to contribute to the development of emerging infrastructure supporting AI-powered applications.
• International and technically sophisticated working environment with opportunities to make a meaningful impact.
• Potential travel opportunities across Europe as part of customer engagement and collaboration.