Growth Customer Success Manager - Italy Customer Success · Florence ·

Florence Office (2+ days in office) | 40hrs per week

This is what you tell people at parties

We didn't become Europe's leading e-commerce shipping platform by playing it safe. Sendcloud powers 30,000+ online retailers, marketplaces, and fulfillment companies. Helping them ship smarter, grow faster, and actually get shit done for their customers. Boring logistics? Not here. We're building the platform that solves shipping, at scale, globally!

Customer success at Sendcloud isn't about managing accounts - it's about growing them. As a Growth CSM, you'll scan the whole Italian customer base for opportunities in commercial expansion. This is a role where strong relationships and sharp commercial instincts go hand in hand, and where your results directly shape Sendcloud's revenue trajectory.

What you'll do

• Your commercial instincts drive revenue growth within the existing customer base, identifying opportunities before customers have articulated them.

• Drive upsell and cross-sell conversations by identifying expansion signals in your accounts and translating customer data into actionable revenue opportunities.

• Lead renewal processes with confidence - using relationship depth and platform data to hit retention targets and reduce churn.

• Build personalised engagement strategies for each customer segment, ensuring the right outreach reaches the right customer at the right moment.

• Collaborate across departments to turn your own ideas or company initiatives into impactful successes, ensuring alignment and smooth execution.

• Contribute to the playbooks, processes, and tooling that scale customer success across the team - not just your own book of business.

What you bring to the table

Personally

• You're commercially curious - you don't just want customers to stay, you want them to grow, and you take ownership of making that happen.

• You balance warmth with directness: you build trust quickly and use that trust to have honest, value-driven conversations.

• You thrive managing your own book of business - setting your own priorities, tracking your own metrics, and holding yourself accountable to results.

Professionally

• 1-2 years of experience in Customer Success, account management, or a commercial role - ideally in SaaS, logistics, or e-commerce.

• Bachelor's degree or equivalent, preferably in a commercial or business-related field. That said, we place more value on your drive to grow.

• A demonstrated track record of managing renewals and hitting expansion or upsell targets.

• Fluent in Italian and English, both written and spoken.

• Comfortable working with CRM and CS platforms (Hubspot, Gainsight, or similar) to manage pipeline and monitor account health.

Our Values

• No bullshit: Big egos suck. Be open, honest and transparent. Share your mistakes openly and learn from them. Don't just talk about problems, solve them.

• Grow & win: Be highly curious, adaptable & proactive. Embrace discomfort and change. Keep an open mindset and learn from others. You invest in our growth, so we invest in yours.

• Have fun: Work hard, laugh harder. Not everything has to be serious. Be yourself, especially if you're the good kind of crazy. Sendcloud is an adventure, not a corporate maze, enjoy the ride.

Benefits

Salary - Starting from €31,500 up to €42,000 annually, depending on level and experience, plus an uncapped bonus tied to individual performance.

Brain Benefits - €2,000 learning budget · Courses, certifications & conferences ·
Growth in an international team

Time Benefits - 28 days of paid vacations per year · Extra day off on your birthday ·
Swap public holidays for meaningful ones

Home Benefits - Flexible hybrid model (2+ days/week in office) · €500 home office
budget

Future Benefits - Pension scheme · Employee discount programs