Customer Success Manager
1 giorno fa
About The CompanyAt Smartness , we are building the future of hospitality tech. Our SaaS helps lodging providers boost revenues by 30%+ and get more direct bookings. We are the fastest-growing B2B SaaS in the industry, trusted by 4,000+ clients across 40+ countries , with billions of euros in bookings processed. Backed by top international investors and named one of Italy’s Top 10 LinkedIn Startups, we are on a mission to scale globally.About The RoleAs a Customer Success Manager at Smartness, you will not just manage accounts—you will drive revenue growth by ensuring customers extract maximum value from our platform. Your focus will be on customer retention, expansion, upselling, and cross-selling, always keeping an eye on hitting (and exceeding) ambitious targets.What Will You Do?Revenue Growth & Expansion: Identify and implement upselling and cross‑selling opportunities, increasing ARR and expanding customer accounts.Target Obsession: Drive towards exceeding assigned upsell/cross‑sell revenue quotas with a structured and strategic approach.High‑Volume Contact Management: Consistently manage a high number of daily customer interactions—calls, video meetings, demo presentations, and other outreach—to drive engagement and revenue growth.Customer Engagement: Ensure full product adoption through proactive customer training, regular check‑ins, and strategic business reviews.Data‑Driven Performance: Analyze customer behavior, product usage, and business data to pinpoint optimization opportunities and maximize customer lifetime value.Customer Retention: Minimize churn through proactive problem‑solving and tailored strategies that enhance customer satisfaction and platform utilization.Collaboration with Sales & Product Teams: Work closely with sales, marketing, and product development teams to ensure a seamless customer experience and continuous improvements.Process Optimization: Constantly refine and improve customer success processes, including automating routine tasks and leveraging cutting‑edge CS tools.What We’re Looking ForExperience: 3‑5 years in a SaaS company in a CSM,
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