Customer Success / Account Manager (Upselling)

pAlfaDocs is a cloud-based practice-management platform for dental clinics, based in Milan. We help dental practices run their day-to-day operations more efficiently, from scheduling and patient records to billing - and we're growing our customer base across Italy. /ph3The Role /h3pWe'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. /ph3What you'll do /h3pOwn a portfolio of existing dental-clinic client relationships end-to-end, from onboarding handover through the full customer lifecycle. /ppDrive product adoption so clients get real value from AlfaDocs, reducing churn risk. /ppRun regular check-ins and business reviews to understand client needs and surface expansion opportunities. /ppIdentify and close upsell/cross-sell opportunities (additional modules, seats, services), owning net revenue retention for your accounts. /ppHandle after-sales questions and escalations, coordinating with product/support as needed to resolve issues quickly. /ppTrack account health, renewal risk, and expansion pipeline, and report on it internally. /ph3What we're looking for /h3p5+ years of relevant B2B experience in customer success, account management, or client-facing commercial roles. /ppStable tenure at previous employers - we value people who commit and grow within a role. /ppProven ability to manage a portfolio of accounts, drive retention, and identify/close upsell opportunities. /ppComfortable owning commercial conversations (renewals, upsell, pricing) with clients directly. /ppNative or fluent Italian (mandatory); English is a plus. /ppBackground 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. /ph3Nice to have /h3pExperience in a SaaS/subscription business model. /ppExperience in healthcare, dental, or medtech (e.g. Doctolib, DocPlanner/MioDottore, Straumann, Align, Dentsply). /ph3Location language /h3pMilan, hybrid - around 1 day/week in the office after onboarding. /ppFull-time, permanent contract. /ppItalian native/fluent mandatory; English a plus. /ppCompensation: competitive, discussed based on experience. /p #J-18808-Ljbffr