Customer Success Manager - Milan, Italy - Start Up - Salary 50,000 - 60,000 Euros per year - Fluent English & Italian speaking

Job : Customer Success Manager - Start up SME - Food / Retail

Location : Milan, Italy / Remote but must be Milan based - with country wide travel ( Italy )

Salary : 50,000 - 60,000 Euros per year

Start : ASAP

Sector : Start up / fast growth

Fluent English & Italian speaking

Role Overview

We are seeking a Customer Success Manager to lead the launch and rapid growth of operations in Milan Italy for a dynamic start-up. This is a highly entrepreneurial role that combines market entry, relationship building, operational execution, and long-term strategic account management. You will be the first CSM on the ground, shaping processes and driving adoption across retail partners in a fast-paced environment. The ideal candidate may have worked in grocery, retail, SaaS solutions, start up or market launches. This role requires fluent English & Italian speaking.

Key Responsibilities

• Act as the local representative, spending significant time in stores (60–70%).
• Build trust with operational teams and HQ stakeholders.
• Capture field insights and create feedback loops with internal teams.
• Support change management and foster buy-in at all levels.
• Lead end-to-end rollout across all stores.
• Drive adoption and ensure consistent usage of solutions.
• Develop scalable processes and best practices for the market.

Strategic Account Management:

• Own long-term success of key accounts.
• Drive retention, ROI, and identify upsell opportunities.
• Act as a trusted advisor to senior stakeholders.
• Provide structured insights to internal teams and help shape CS strategy.

Key Requirements :

• Based in Milan and willing to travel extensively across Italy.
• 5+ years in Customer Success, Account Management, Consulting, or Retail Operations.
• Strong relationship-building skills with stakeholders at all levels.
• Hands-on, entrepreneurial mindset; comfortable launching and iterating processes in a start-up environment.
• Expertise in change management and operational execution.
• Fluent in Italian and English.