Senior CSM — Italy

Facing skills obsolescence, Edflex teams have been committed since 2016 to supporting companies through transformation by developing their employees’ skills.

È essenziale assicurarsi di soddisfare i requisiti per questo ruolo; la preghiamo di leggere attentamente quanto segue.
We put all our energy into delivering exceptional content curation, bringing together the best learning resources from the web and our publishing partners on a single platform.
Our strength? Offering clients and learners content that is constantly updated, available in multiple formats and languages, and covering 230+ topics to enable continuous learning.
To support our growth, we’re looking for curious people who love a challenge and are determined to reshape corporate learning .

Our culture values innovation, proactivity, and performance; our values encourage a taste for challenge, mutual support, transparent communication, and a passion for exploring knowledge.
As part of a newly created role, we’re looking for someone passionate about customer relationships to help us grow Edflex Italy.

Start date: ASAP

As a Senior Customer Success Manager, you will own a portfolio of key customers and embody a trusted advisor posture: you build long-term relationships, help customers achieve their business goals, and elevate the Customer Success maturity of the team.

Your goal: maximize the value delivered to customers and drive measurable Customer Success performance (adoption, retention, expansion), while acting as a CSM reference for the Italy team.

You will work daily with all teams (Learning, Communication, Tech, Sales, Product) to provide fast responses and deliver a smooth, high-standard, and consistent customer experience.

Your main responsibilities

1) Relationship leadership & consultative approach

• Build strong, trust-based relationships with key stakeholders (L&D, HR, managers, leadership).

• Develop a deep understanding of customer challenges (organization, priorities, constraints) and tailor support accordingly.

• Lead strategic conversations (Executive check-ins, QBRs) focused on value, trade-offs, and long-term trajectory.

• Be recognized as a partner—someone customers turn to for advice, not just support.

2) Onboarding & adoption

• Structure effective onboardings: scoping, objectives, milestones, governance, and cadences.

• Accelerate adoption by activating the right levers (customer internal communication, enablement, content, segmentation, follow-ups).

• Set up high-impact rituals (regular touchpoints, steering committees, action plans).

3) Success Plans, KPIs & ROI

• Define and drive clear success plans (objectives, KPIs, actions, owners, timelines).

• Analyze activation/usage/engagement and translate data into concrete recommendations.

• Measure and communicate ROI: turn results into clear, actionable messages for decision-makers.

4) Retention, expansion & risk management

• Secure renewals through anticipation, proactive risk management, and recovery plans.

• Identify and activate upsell/cross-sell opportunities in a consultative way, in partnership with Sales.

• Manage escalations with calm, structure, and a strong sense of teamwork.

5) Lead role / CSM reference

• Be a role model for customer engagement: quality of interactions, QBR storytelling, stakeholder management, navigating tough conversations.

• Contribute to upskilling: best practice sharing, informal coaching, reviewing QBRs/success plans, supporting complex cases.

• Help scale CS: improve playbooks, templates, portfolio segmentation, health scoring, cadences, and standards dissolved as “what good looks like”.

Key skills we’re looking for

To succeed, you have to:

• Build trust quickly and embody a trusted advisor posture.

• Combine KPI analysis with a human, consultative approach (listening, empathy, influence).

• Run a portfolio with rigor, prioritize effectively, and deliver consistently over time.

• Lead C-level conversations focused on value, ROI, and decisions.

• Navigate complex situations (misalignment, churn risk, escalations) with maturity.

• Raise the bar around you (role modeling, coaching, standards).

• Use AI tools confidently to enhance CS productivity: preparing QBRs, synthesizing data, personalizing customer communications.

Your profile5+ years of proven experience in Customer Success (or equivalent) in a B2B SaaS environment.Strong experience with renewals and contribution to expansion (upsel