Customer Success Manager - Italy

The role

You will build and grow long-term relationships with Scaleway's cloud customers in Italy. You will work to raise customer satisfaction, reduce churn, and find upsell and renewal opportunities across existing accounts.

What you will do

• Build and nurture relationships with customer users and decision-makers
• Understand customer businesses and find opportunities to increase satisfaction and revenue
• Define and follow customer-specific success plans to minimize churn
• Drive awareness and adoption of Scaleway services and features
• Identify, negotiate and close upsell, cross-sell, commitment and renewal deals
• Act as escalation point and coordinate Sales, Solution Architects, Support and Product teams
• Represent the voice of the customer and share feedback for the product roadmap
• Measure customer satisfaction and keep customer data and reporting up to date
• Run training sessions, webinars, forums and events for customers
• Improve Customer Success processes as the team scales

Required qualifications

• 5 to 10 years of professional experience, ideally in Customer Success, account management or a customer-facing tech role
• Solid understanding of the cloud industry, competitors and trends in Cloud and AI
• Comfortable in technical conversations and willing to deepen knowledge of cloud solutions
• Demonstrated business acumen in identifying and managing revenue across customer accounts
• Data-driven, comfortable with reporting and customer management tools
• Excellent communication, presentation and interpersonal skills
• Strong listening skills and empathy
• Proactive and autonomous, able to handle uncertainty and improve processes
• Strong organizational and project management skills
• Curiosity for business and technology, and ability to mobilize internal teams

Nice to have

• An engineering background combined with commercial skills
• Commercial experience within a cloud provider, hyperscaler or partner

Benefits

• Hybrid work with up to 3 remote days per week
• International environment with dozens of nationalities; English widely spoken
• Internal mobility and transitions to other Iliad Group entities
• Access to over 100 public cloud products to work with
• Modern technical environment, including high-performance bare metal servers

Before you apply

• Candidates are asked to complete a business case in English with the VP Customer Success and a Customer Success Manager, with an action plan reviewed beforehand and a presentation during the interview
• The process includes a recruitment call, a competency-based interview, a business case, and meetings with the team and the CSO

About the company

Scaleway is a European cloud provider, founded in 1999, that designs secure and sustainable infrastructure. It is backed by the Iliad Group, which is investing in a sovereign AI alternative.