Customer Success Coordinator

We’re Hiring: Customer Success Coordinator

Location: Italy, Milan

Reporting to: Head of Customer Success Management

About the Role

We are looking for a Customer Success Coordinator to join Vaultica and support our Customer Success Management function.

In this role, you will play an important part in ensuring smooth customer operations by coordinating customer-related activities, following up on actions, maintaining accurate information and connecting teams across the organization.

Working closely with our Customer Success Managers and internal stakeholders, you will help ensure a consistent, responsive and high-quality customer experience while supporting the day-to-day execution of our customer commitments.

Key Responsibilities

• Support day-to-day customer service assurance activities and follow-up
• Coordinate customer queries, actions and operational topics with internal stakeholders
• Support the preparation and coordination of customer audits
• Assist Customer Success Managers with renewals, commercial administration and Lead-to-Cash activities
• Maintain accurate customer information and follow up activities in NetSuite and ServiceNow
• Prepare materials for monthly and quarterly customer review meetings
• Support customer satisfaction and pulse survey activities
• Monitor customer metrics, operational inputs and potential SLA deviations
• Coordinate internal teams to support the resolution of incidents and service-related issues
• Support customer onboarding, handovers and account coordination
• Maintain customer documentation and prepare internal reports and status updates
• Contribute to continuous improvement of Customer Success processes and ways of working

What We’re Looking For

• Strong customer-facing communication skills
• A service-oriented and customer-centric mindset
• Excellent organizational skills and the ability to manage multiple priorities
• A proactive, structured and reliable way of working
• Strong written and verbal communication skills
• Ability to collaborate effectively within a matrix organization
• Good IT skills, including Microsoft Office and customer/CRM systems
• Experience with NetSuite and ServiceNow is an advantage
• Previous experience in customer support, coordination, operations or administrative functions is an advantage
• Understanding of customer success, service delivery and operational follow-up
• Fluent business English ; additional local languages are an advantage

Why Vaultica?

This is a great opportunity to join a growing international organization, work closely with customers and teams across the business, and contribute directly to how we deliver an excellent customer experience.