Customer Success Manager

ROLE OVERVIEW We’re searching for a Customer Success Manager who will partner with our Account Executives to guide clients through the entire lifecycle—from pre-sales scoping to post-sales onboarding, training, and upselling. As an early-stage startup, our CSMs are hands-on, bridging technical conversations with business needs. Italian fluency is crucial for our domestic market; strong English is also required.

KEY RESPONSIBILITIES
• Run pre-sales hand-off consultations with business and IT stakeholders to understand needs, map existing AI agents, and shape high-value use cases.
• Navigate enterprise organizations: engage decision makers, champions and SMEs across departments (customer care, sales, operations, compliance).
• Drive onboarding and implementation: configure knowledge sources and agents, and coordinate integrations (Teams, Copilot Studio, APIs) with IT.
• Provide training and ongoing support, including first-level troubleshooting and escalation to engineering.
• Monitor usage, quality and ROI metrics, and present results in business reviews with client leadership.
• Expand within each account by finding new departments and use cases, and drive upselling across Syllotips’ modules.
• Act as the client’s advocate, relaying structured feedback to product and technical teams.
• Manage long-term relationships that foster renewals and account growth. REQUIRED EXPERIENCE AND SKILLS
• Master’s degree (or higher) in Business, Engineering, Computer Science or a related discipline.
• 5+ years in a client-facing role (customer success, consulting, account management, or similar).
• Experience handling enterprise clients (250-1000+ employees), ideally for B2B SaaS products.
• Experience in solution consulting or pre-sales engineering (with enterprise architecture).
• Knowledge of project management and CRM tools.
• Fluency in Italian; strong English communication. French or Spanish is a plus.
• Familiarity with customer success methodologies (onboarding plans, health scores, etc.). INTERVIEW PROCESS
• Discovery Interview (30 min): conversation about your background and past experiences.
• Technical Interview – Case Study (45 min): explore CSM fundamentals in a business-case style discussion.
• Behavioral Interview (45 min): based on Syllotips’ core tenets, using a STAR model.

WHAT WE OFFER
• Employment type: full‑time, permanent
• Total compensation: €45k
- €60k EUR base salary; Bonus based on renewals and up-selling/cross-selling; Syllotips Stock Option Plan
• 85% Remote Work (from the EU): expect around ten three-day in-person sessions per year at our Rome offices.
• Collaborative Culture: work closely with a highly skilled team of engineers and scientists. ABOUT SYLLOTIPS (https://syllotips.com/) Intelligence is not expertise. At Syllotips, we are closing that gap by capturing the world's collective know-how and making it accessible to the next generation of AI agents. We are an AI lab and product company tackling one of the frontier challenges in enterprise AI: the continuous improvement of AI agents. Our technology helps large enterprises in regulated industries
- including banking, insurance, financial services, energy, telecommunications, and defence
- accelerate time-to-value, reduce maintenance costs, and eliminate friction between business and IT teams in their agentic AI deployments. We detect failures in both pro-code and low-code agent workflows. Our software, also integrated with Microsoft Teams, empowers business subject matter experts to directly improve agent intent detection, planning, tool calling, and retrieval, without depending on developers for every change. OUR STORY SylloTips is among Europe's most promising emerging AI startups. Accelerated by Techstars in 2024, we also joined Harvard Innovation Labs, where we were finalists in the President's Innovation Challenge. Our distinctive human-in-the-loop approach quickly earned us the trust of high-profile enterprise customers in highly regulated industries, including telecommunications, insurance, and financial services. In late 2025, we closed a €4M seed round to fuel our next stage of growth. Our board brings together prominent leaders from the enterprise technology ecosystem, including Vincenzo Esposito (CEO, Microsoft Italy), Nicoletta Mastropietro (former CIO of Vodafone, Leonardo S.p.
A., Banca Iccrea and A2A), and Maurizio Bobbio (former Senior Vice President, Oracle). After growing from 8 to 25 people in less than a year, we are now further expanding our team, with the goal launching Syllotips worldwide. WHO WE ARE
• We are humble. We leave our egos at the door. We believe that if you're the smartest person in the room, you're probably in the wrong room. We stay curious, challenge our assumptions, and never stop learning.
• We are passionate. We want to make a difference and build something exceptional. We care deeply about our work, set high standards, and constantly push for excellence.
• We work hard and take ownership. We take responsibility for what we build. When something matters, we step up, follow through, and never cut corners.
• We embrace diversity. We come from different backgrounds, with different perspectives and experiences. We believe these differences make us stronger, more creative, and better at solving hard problems.
• We learn from mistakes, not blame. When things go wrong, we focus on understanding the root cause, fixing the problem, and preventing it from happening again. We foster an environment of trust and psychological safety, where everyone feels comfortable speaking up, challenging ideas, and learning from failure. FOUNDING TEAM & LEADERSHIP
• Giorgio Barnabò (CEO/CRO): PhD in AI, with a strong academic background in statistics and finance. Former Research Scientist at Amazon Alexa. LinkedIn
• Leonardo Martini (COO): PhD in Data Science, with a strong academic background in mathematics and computer science. Former researcher at Harvard. LinkedIn
• Simone Silvestri (CTO): Full-stack engineer with 5+ years of experience building microservices architectures. LinkedIn
• Maria Vittoria Bassetto (COO): Startup leader with 5+ years of experience in operations and management, and a background in law. LinkedIn
• Andrea Rossi (Head of AI): PhD in AI, with 6+ years of industry experience, including roles at Google and Translated. LinkedIn Apply to: hiring@syllotips.com