Customer Success Manager Italy

OUR PURPOSE AT PLANCRAFT

Building the backbone of European trades – together, with modern software and smart AI solutions. We don’t just develop software – we’re on a mission to give tradespeople and contractors more room to focus on what matters. We do this by providing a practical SaaS solution that works the way they do: fast, efficient, and without unnecessary administrative overhead. Supported by smart AI features exactly where they make a real difference in everyday work. We believe in zero admin, not zero personality – and we build every feature with the people wearing safety boots in mind, not suits. We’re excited to shape the future together as a team, staying grounded in our mission to empower the builders and makers of tomorrow.YOUR MISSION AT PLANCRAFT

As our first Customer Success Manager, you are the trusted partner for our customers in our Italian market. You guide them from onboarding to long-term success, helping them confidently adopt plancraft, solve real operational challenges, and grow successfully with our product. You will work closely with a small local team, currently consisting of a Country Lead and an Account Executive, giving you a high level of ownership and influence from day one. You will be able to create scalable processes, and turn close customer relationships into long-term value for both customers and plancraft. This is a hands‑on role where you’ll work closely with others while taking full ownership of customer outcomes, with a strong focus on collaboration and building sustainable foundations early on. You’ll be based in Milan, working on‑site from our local office on at least three days per week and collaborating closely with the local team, as well as the team in Hamburg, Germany.

• Take full ownership of the customer portfolio for your assigned country and act as the primary point of contact across the entire customer lifecycle.
• Guide customers through onboarding, implementation, and training with empathy, clarity, and structure to ensure fast time-to-value.
• Support customers across all channels, resolving questions and issues reliably while maintaining a consistently positive experience.
• Build strong, trusting relationships with customers and proactively check in on adoption, satisfaction, and potential risks.
• Use customer data, usage insights, and health indicators to proactively prioritize retention and adoption actions.
• Coordinate closely with Product, Sales, and internal teams to resolve escalations and improve customer outcomes.
• Share customer feedback and market insights internally to help shape product, processes, and go‑to‑market decisions.
• Own renewals and identify expansion opportunities by understanding customer needs and matching them with the right solutions.

YOUR PROFILE

Must‑Have Skills

• Experience working directly with customers in a Customer Success, Account Management, or similar role.
• Confidence taking ownership of customer relationships and guiding customers independently.
• Clear, empathetic communication skills, especially when explaining complex topics or handling sensitive situations.
• Comfort working with digital tools and customer data to organize work and make informed decisions.
• Italian at native-level proficiency (C1/C2 level) and English at B2/C1 level.

Nice‑to‑Have Skills

• Experience in B2B SaaS or with complex digital products.
• Familiarity with CRM or support tools (e.G. HubSpot, Intercom).
• Enjoyment of working in early‑stage or evolving environments where not everything is defined yet.

WHY PLANCRAFT?

• Team Spirit : We’re driven by passion, commitment, and a shared mission. Team spirit matters to us — and we make it visible: with four major team events per year and a strong recognition culture where we regularly celebrate both the big and small wins together.
• Ownership : You’re encouraged to take ownership from day one. In a flat hierarchy and high‑trust environment, you’re empowered to make meaningful decisions and drive real impact.
• Learning & Growth : We invest in your personal and professional development through a strong feedback culture, a personal learning budget, and targeted enablement formats. Our goal is to help you unlock your full potential.
• AI Enablement : Our internal tools and workflows are AI‑enabled by design. We support every team and individual in applying AI at the next level in their daily work, including getting your own ChatGPT+ license, of course.
• Tech & Tooling : You’ll receive a MacBook, premium headphones, and everything else you need — from hardware to tools — to be effective in your daily doing.
• Recharge : To ensure the needed rest, we offer 30 vacation days per year (based on a 5‑day week) and Dec 24th off.
• Flex Allowance : We provide you with a monthly flex allowance. You can spend it freely on topics like mobility, wellbeing, and more — whatever supports you best.
• International Environment : We’re becoming more international every month, with team members already in Italy, France, the Netherlands, and Austria — which is why English is our internal company language.

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