Customer Success
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- and we're growing our customer base across Italy. The Role We're looking for a Customer Success / Account Manager to own the relationship with our existing dental-clinic clients after they go live on AlfaDocs. You'll be the client's main point of contact for retention, adoption, and after-sales support, and you'll drive upsell and expansion opportunities across your book of accounts, directly contributing to net revenue retention.
What you'll do
Own a portfolio of existing dental-clinic client relationships end-to-end, from onboarding handover through the full customer lifecycle. Drive product adoption so clients get real value from AlfaDocs, reducing churn risk. Run regular check-ins and business reviews to understand client needs and surface expansion opportunities. Identify and close upsell/cross-sell opportunities (additional modules, seats, services), owning net revenue retention for your accounts. Handle after-sales questions and escalations, coordinating with product/support as needed to resolve issues quickly. Track account health, renewal risk, and expansion pipeline, and report on it internally. What we're looking for 5+ years of relevant B2B experience in customer success, account management, or client-facing commercial roles. Stable tenure at previous employers
- we value people who commit and grow within a role. Proven ability to manage a portfolio of accounts, drive retention, and identify/close upsell opportunities. Comfortable owning commercial conversations (renewals, upsell, pricing) with clients directly. Native or fluent Italian (mandatory); English is a plus. Background in a larger company is welcome
- what matters most is a strong account-management track record; B2C-only experience is not a fit for this role. Nice to have Experience in a SaaS/subscription business model. Experience in healthcare, dental, or medtech (e.
G. Doctolib, DocPlanner/MioDottore, Straumann, Align, Dentsply). Location & language Milan, hybrid
- around 1 day/week in the office after onboarding. Full-time, permanent contract. Italian native/fluent mandatory; English a plus. Compensation: competitive, discussed based on experience.
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