Customer Success Manager

We’re searching for aCustomer Success Managerwho 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+ yearsin a client‑facing role (customer success, consulting, account management, or similar).
• Experience handlingenterprise 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.).
• 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

• 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 anAI lab and product companytackling one of the frontier challenges in enterprise AI:the continuous improvement of AI agents.

Our technology helpslarge 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 byTechstars in 2024, we also joinedHarvard Innovation Labs, where we were finalists in the President’s Innovation Challenge.

Our distinctivehuman‑in‑the‑loop approachquickly 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 roundto fuel our next stage of growth. Our board brings together prominent leaders from the enterprise technology ecosystem, includingVincenzo 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 t