Head of Customer Success

We are currently looking for a Head of Customer Success in Italy.

Join a fast-growing AI technology environment where customer success plays a critical role in driving long‑term business growth and product adoption. This leadership position combines strategic account ownership with team management, offering the opportunity to shape customer success operations from the ground up. You will lead both Customer Success Managers and technical implementation specialists while serving as a trusted advisor to enterprise clients. The role requires a strong technical foundation, executive‑level communication skills, and a hands‑on approach to solving complex customer challenges. Working closely with senior leadership, you will influence customer outcomes, operational excellence, and product direction. This is an exceptional opportunity for a builder‑minded leader eager to make a lasting impact in a high‑growth organization.

Accountabilities

• Own and manage a portfolio of strategic enterprise customer accounts, ensuring strong adoption, retention, and expansion opportunities.
• Lead, mentor, and develop a team of Customer Success Managers and Deployment Engineers, fostering a high-performance and customer‑centric culture.
• Design and implement scalable customer success frameworks, including onboarding programs, health scoring systems, operational playbooks, and performance standards.
• Serve as the primary escalation point for complex customer issues, driving resolution and maintaining strong client relationships.
• Conduct executive business reviews, strategic account planning sessions, and stakeholder meetings with enterprise customers.
• Collaborate closely with executive leadership on customer health initiatives, team performance, and product feedback to support company growth.
• Support recruitment, onboarding, and talent development efforts as the customer success organization expands.
• Act as a bridge between customer‑facing teams and technical implementation resources to ensure successful project delivery and customer outcomes.

Requirements

• Previous experience in a technical implementation role such as Solutions Engineer, Deployment Engineer, Technical Implementation Consultant, or a similar hands‑on technical position before transitioning into customer success leadership.
• Proven leadership experience managing, coaching, and developing teams, including performance management and talent development responsibilities.
• Strong technical knowledge of APIs, webhooks, integrations, and software implementation processes gained through practical experience.
• Demonstrated success managing complex enterprise customer relationships throughout the full customer lifecycle.
• Experience creating customer success processes, frameworks, and operational standards from the ground up in fast‑paced environments.
• Excellent verbal and written English communication skills, with the ability to engage effectively with executive stakeholders and technical teams.
• Strong problem‑solving mindset, customer focus, and ability to navigate high‑pressure situations with confidence and professionalism.
• Comfortable working across global teams and collaborating in a dynamic, growth‑oriented environment.

Benefits

• Competitive compensation package based on experience.
• Performance‑based bonus opportunities.
• Equity participation program.
• WeWork membership and workspace flexibility.
• Career advancement opportunities within a rapidly growing organization.
• High level of exposure to executive leadership and strategic decision‑making.
• Flexible and collaborative international work environment.
• Opportunity to shape and scale a critical business function with significant impact.