Customer Success Manager - Italy

Our growth is driving us to strengthen our Customer Success Management team to support the development of our customer portfolio in Italy and drive revenue growth across our existing accounts.

Your mission will be to build strong, long-term customer relationships, maximize customer satisfaction and retention, and identify growth opportunities in order to help our customers achieve their business objectives while developing their usage and adoption of Scaleway solutions.

We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of a team of 15 people, each managing their own portfolio of customers. The Customer Success organization covers different customer segments, including startup & low touch, mid-market, enterprise, and international accounts.

You will collaborate closely with Sales, Solution Architects, Support and Product teams to ensure a seamless customer experience and execute customer-specific success plans.

• Build, nurture, and leverage strong relationships with customer users and decision-makers.
  
• Understand your customers’ businesses, objectives, and data to identify opportunities to increase satisfaction and revenue.
  
• Define and proactively follow customer-specific success plans to maximize satisfaction and minimize churn.
  
• Drive customer awareness and adoption of Scaleway services, features, and functionalities.
  
• Identify, negotiate, and close upsell, cross-sell, commitment, and renewal opportunities.
  
• Act as an escalation point and coordinate Sales, Solution Architects, Support, and Product teams around customer needs.
  
• Represent the voice of the customer internally, sharing feedback and contributing insights to Scaleway's product roadmap.
  
• Measure customer satisfaction and maintain accurate customer information and reporting in the relevant systems.
  
• Build and deliver customer engagement initiatives through training sessions, webinars, user forums, events, and Scaleway communities.
  
• Contribute to improving Customer Success processes and ways of working as the team continues to scale.

• You have 5 to 10 years of professional experience, ideally in Customer Success, account management, or another customer-facing role within a technology environment.
  
• You have a solid understanding of the cloud industry and ecosystem, including its competitive landscape and emerging trends in Cloud and AI.
  
• You are comfortable engaging in technical conversations and have the curiosity and ability to deepen your knowledge of cloud solutions. An engineering background combined with commercial skills, or commercial experience within a cloud provider, hyperscaler, or partner, would be particularly relevant.
  
• You have demonstrated business acumen and experience identifying and managing revenue opportunities across a portfolio of customer accounts.
  
• You are data-driven and comfortable with reporting and customer management tools. The team notably works with Salesforce, Metabase, and Slack.

• Excellent communication, presentation, and interpersonal skills, with the ability to build trusted relationships with customers.
  
• Strong listening skills and empathy, allowing you to understand customer needs before proposing solutions.
  
• A proactive and autonomous mindset, with the ability to navigate uncertainty and improve existing processes.
  
• Strong organizational and project management skills, with attention to detail and transparent reporting.
  
• A “learn-it-all” mentality, combining curiosity for business and technology with the ability to mobilize internal teams around shared objectives.

• Talk with our Recruitment team to get to know each other and discuss the opportunity (30 min)
  
• Competency-based interview with a Customer Success Manager, to explore your experience, organization, business mindset, listening skills, and ability to navigate technical cloud topics (30 min)
  
• Business case in English with the VP Customer Success and a Customer Success Manager to assess your approach to the role and expertise. Your action plan will be reviewed asynchronously beforehand, followed by a presentation and Q&A during the interview (1h)
  
• Meet the team and our CSO, including a virtual coffee with your future colleagues (30 min) followed by a discussion with the CSO (30 min)