Customer Growth Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Growth Specialist based in Italy. The Customer Growth Specialist will own retention and expansion for an assigned segment of smaller video businesses. You will be accountable for the revenue that stays within your customer cohort and the opportunities to grow it. Rather than managing a traditional 1:1 customer portfolio, you will design coaching programs that can support customers at scale. You will use customer data to identify businesses at risk, understand growth barriers, and determine which interventions can make a measurable difference. Your coaching will cover practical growth decisions including pricing, packaging, positioning, offers, email strategy, funnels, and retention. As the first person in this role, you will build the playbooks, programs, and operating model that can eventually scale across the segment. The role combines customer coaching, data analysis, facilitation, experimentation, and commercial ownership in a remote global environment. Accountabilities: - Own gross revenue retention and expansion for an assigned customer segment, with primary accountability for revenue retention and secondary responsibility for growth. - Identify recurring reasons why businesses in the cohort struggle or stall and develop scalable coaching approaches that address those challenges. - Design and deliver group coaching sessions, cohort programs, workshops, office hours, webinars, and asynchronous coaching experiences. - Advise customers on revenue-driving decisions such as pricing, packaging, positioning, offer design, email and funnel strategy, and retention mechanics. - Monitor customer data and cohort behavior to identify accounts showing signs of risk before they churn. - Analyze retention curves, funnel performance, and customer behavior to determine which coaching interventions are producing meaningful results.

- Build repeatable playbooks, coaching formats, and processes that can become the foundation for scaling customer growth programs. - Share customer insights and recurring patterns with Product and Customer Success teams to help improve the broader customer experience. - Use AI tools to support research, session preparation, customer analysis, and the creation of coaching resources. - Provide customers with clear, practical, and honest guidance, including when difficult conversations or assessments are necessary. Requirements: - 3–5 years of experience in coaching, consulting, customer success, digital marketing, or a related field with meaningful ownership of business outcomes. - Demonstrated experience helping online businesses, solo operators, founders, or small teams improve growth and revenue. - Strong ability to understand business constraints, identify the underlying growth challenge, and translate insights into practical recommendations. - Excellent live facilitation skills, with experience leading group sessions, workshops, webinars, or 1:1 customer conversations. - Comfortable analyzing dashboards and developing informed perspectives on retention curves, cohort behavior, funnel conversion, and customer performance. - Working fluency with AI tools for research, preparation, analysis, and content creation; comfortable incorporating tools such as Claude into daily workflows. - Strong results orientation and comfort with variable compensation tied to customer and business outcomes. - Clear and concise communication skills, with the ability to turn complex concepts into practical, easy-to-understand guidance. - High level of ownership and comfort working with ambiguity, particularly when building a new customer-growth motion without an established playbook. - Resilience and confidence when delivering honest feedback to customers who are personally invested in their businesses. - Experience as a creator, coach, or small business owner is a plus.