Customer Success

At AlfaDocs, we’re on a mission to transform healthcare. Our software platform makes the daily lives of medical practices and patients easier by streamlining practice management and patient relationships. With our all-in-one, cloud-based solution, healthcare professionals can focus more on care and less on administration.

We take pride in our responsibility to deliver high-performance solutions while fostering a collaborative and respectful environment where everyone’s contributions are valued. We’re driven by a shared passion to make a lasting impact on the healthcare industry, creating a space where both our team and our customers thrive.

As the leading solution for Practice Management & Patient-Engagement, we are looking for a Customer Success Account Manager (all genders) to join our growing CS Team.
We are seeking an Account Manager responsible for managing, retaining, and expanding customer accounts. The primary goal is to maximize the value each customer derives from the platform while driving upselling, cross-selling, and contract renewals—directly contributing to Monthly Recurring Revenue (MRR) growth.
You will report to your Team Lead and be fully involved in all departmental and cross-departmental activities.

Your Role

- Maintain a proactive and consultative relationship, based on trust and results.
- Deeply understand the workflows of medical practices in order to offer tailored solutions.
- Identify opportunities for contract expansion (e.g., new locations, new services).
- Launch outbound call campaigns focused on strategic features such as Electronic Signature, Automated Communications, and Patient CRM.
- Close upgrades and add additional modules.
- Manage contract renewals strategically, anticipating issues and offering win-win solutions.
- Lead negotiations on pricing, terms, and conditions.
- Collaborate with Onboarding Specialists, Customer Success Managers, and Product teams to positively contribute to product adoption.

Requirements

- At least 2 years of experience in sales or customer-facing roles with a strong focus on upselling
- Strong negotiation skills
- Advanced computer skills and the ability to quickly learn new software
- High technical affinity: must be able to understand and explain even complex platform features
- Analytical skills to interpret usage data and build action plans
- Time and priority management skills across a diverse customer portfolio
- Native Italian speaker, good English proficiency
- Previous experience in SaaS is a plus
- Experience in SaaS companies and/or in Health Organizations. (bonus)

Administrative Info:

- Contract: Every Alfa begins their journey with a 1-year fixed-term contract with the aim of renewing to an indefinite term.
- Salary range: 28-30.000€ (Italy) 30-32.000€ (Germany)
- Location: Milan, Italy (Via Eritrea n. 21 20157 (Palazzo Tecniche Nuove) / AlfaDocs GmbH Dachauer Strasse, 17 80335 Monaco di Baviera
- Office Model: Hybrid Mode 3 days in the office, 2 days remote
- Working hours: Monday - Friday | 09:00 - 18:00 | 1-hour lunch break
- Trial Period: 30 days
- Start Date: Starting October 2025

Benefits

- Equipment: laptop, headphones, keyboard, mouse, smartphone with unlimited data, and a dedicated office monitor.
- Bonus for paid English or German language courses.
- Training courses, books, workshops, and team-building activities for personal and professional growth.
- Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed.
- Regular company reunions (yearly meetups, Christmas dinner)
- Snacks and fruit always available in the office, along with good beer at the end of the week.

Selection Process:

1. Call with Talent Acquisition (30 min)
2. Interview with Team Leader (45 min)
3. Interview with the Head of CS (30 min)
4. Job Offer