Customer Success Manager

FBK is redefining how Life Sciences & Healthcare companiesmanage public tenders.

Our AI-powered platform brings the entire tender lifecycle into one place, from finding and qualifying opportunities to coordinating submissions and tracking results.

By automating repetitive work and turning tender information into structured, actionable data, we help commercial and tender teams move faster, collaborate more effectively and focus on the opportunities that matter most.

Today, FBK supports more than €10B in tenders every year across 120+ countries.

We’re looking for an Engagement Associate to help more organizations transform how they manage and win public tenders.

What's in it for you

• A product that's actually used and valued by global companies
• Cross-functional teams with real ownership and fast feedback
• A front-row seat in how AI is changing enterprise software
• The opportunity to work closely with customers and help them improve real business processes
• A clear path to grow your skills and take on more responsibility
• Flexibility, support and people who love building things that matter

The team

You will join our Account team within Professional Services, working alongside Engagement and Business Analysts and collaborating closely with Sales, Marketing, Product and Engineering.

You will own a portfolio of existing customers, building trusted relationships, helping them achieve measurable outcomes with FBK and driving retention and expansion.

As your product, domain and commercial judgement deepen, you will take on increasingly complex and strategic accounts.

AI is part of both our platform and the way we work, helping us surface insights, strengthen account planning and identify new opportunities.

The work you'll do

• Build trusted relationships with customers by understanding their business priorities, tender management processes and evolving goals
• Own the post-implementation customer journey, driving ongoing adoption, retention and account growth across your portfolio
• Develop and maintain success plans with clear objectives, priorities and measurable outcomes
• Monitor product usage, customer health and engagement signals to identify risks, opportunities and areas requiring attention
• Run regular business and value reviews to assess progress, outcomes and next priorities
• Own renewals across your portfolio, from commercial conversations and negotiation through to contract signature
• Identify and develop expansion opportunities across new use cases, teams, business units, markets and additional FBK capabilities
• Build business cases and commercial proposals that connect customer priorities with clear outcomes
• Coordinate the right internal teams to address risks, unblock adoption and move account priorities forward
• Share customer feedback and market insights with Product and go-to-market teams to inform future priorities
• Use CRM and data to strengthen account planning, follow-up and commercial execution

The skills you bring

• Fluency in English and Italian
• 2–3 years of professional experience in customer success, account management, consulting, sales or another customer-facing role, ideally in B2B SaaS or enterprise software
• Bachelor's degree or equivalent experience
• The ability to build trusted relationships and work confidently with business stakeholders
• Commercial confidence, with some experience in renewals, account growth or customer-facing commercial conversations
• Analytical thinking and the ability to connect customer priorities, product usage and business outcomes
• Clear written and verbal communication, including the ability to present ideas and recommendations effectively
• A proactive and accountable approach to managing a portfolio, competing priorities and follow-through
• Good judgement in spotting risks and opportunities and knowing when to involve the right internal teams
• The ability to learn quickly and understand complex products, processes and customer organizations
• Experience managing enterprise, international or multi-country customers
• Familiarity with CRM, customer success or product analytics tools
• Exposure to Life Sciences, Healthcare, tender management, bid management, procurement or related enterprise processes
• Practical use of AI tools for customer research, account planning, analysis or workflow automation

What FBK can offer you

• The opportunity to work in a unique and fast-growing field: Tender Management
• A growing team from diverse backgrounds to learn from and work with
• Investment in your personal growth and skill development (career paths, L&D courses, mentorships and more)
• A unique combination of innovative atmosphere paired with great professionalism and self-responsible work
• Competitive compensation package aligned with the performance
• We measure results, not effort. We teach, not supervise. We solve, not execute.