Head of Customer Success

About the role

We are looking for a Head of Customer Success to design, build, and scale our Customer Experience function in Milan. This senior position will turn customer success into a strategic advantage and a key revenue driver for our SaaS/fintech business.

Key responsibilities

• Define and own the end‑to‑end Customer Experience strategy, covering retention, satisfaction, expansion and support efficiency.
• Build and scale Customer Success and Support teams from the ground up, creating processes that operate at 10x scale.
• Establish data‑driven metrics such as churn, NPS, SLA, retention and expansion, and use them to identify bottlenecks and growth opportunities.
• Drive revenue from existing customers by uncovering upsell and cross‑sell opportunities and collaborating closely with Sales.
• Act as the voice of the customer, partnering with Product and Engineering to translate feedback into product improvements.
• Continuously improve support quality and speed, fixing systemic issues rather than applying patches.

Required profile

• 5–8+ years of experience in Customer Success, CX or Support within SaaS or fintech environments.
• Proven track record of building or scaling a Customer Experience function, not just managing an existing team.
• Highly analytical mindset, comfortable making decisions based on data and metrics.
• Strategic yet extremely hands‑on, able to thrive in ambiguous, fast‑moving settings.
• Passion for creating scalable processes and systems.

Required skills

What we offer

• Opportunity to shape a core business function from the ground up.
• Collaborative environment with close ties to Sales, Product and Technology teams.
• Competitive compensation package.