Account Manager / Customer Success Manager (Italy)

YouHodler is growing in Italy and is hiring an Account Manager / Customer Success Manager to design and refine post-onboarding customer processes and manage relationships with active retail/prosumer users.

The goal: increase feature adoption, reduce churn, and improve NPS/CSAT.

Note: This role does not own onboarding and does not manage HNW or SME portfolios. No personalised financial advice.

What you’ll do

• Build & optimize CS processes: communication flows, retention playbooks, escalation paths, and reporting
• Manage ongoing relationships with active retail/prosumer users: proactive outreach, scheduled check-ins, value-driven follow-ups
• Drive feature adoption of YouHodler core products (e.g., MultiHODL) via group training, educational content, targeted communications and offline events (speaker)
• Detect churn risk using health scores and usage metrics; trigger preventive actions
• Partner with Marketing & Product to channel structured customer feedback and influence roadmap priorities
• Scale via automation (CRM, n8n/Zapier, WhatsApp/Email) to handle volume efficiently
• Track and report CS KPIs (adoption, retention, NPS/CSAT, ticket resolution)

Requirements (must-have)

• 2+ years in Account Management / Customer Success within crypto, fintech, or traditional finance.
• Proven B2C/prosumer relationship management focused on retention and adoption.
• Strong command of CRM (GetResponse), ticketing/chat, and automation tools.
• Working knowledge of crypto/financial products (trading, lending, saving).
• Native or fluent Italian and professional English.
• Excellent communication, empathy, and bias for scalable solutions.

Nice to have

• Experience at a crypto exchange/lending platform or B2C finance app
• Familiarity with MiCAR and EU crypto marketing/comms rules
• Data skills (advanced Sheets/Excel; basic SQL or BI tools)
• Experience creating educational materials (guides, mini-webinars, FAQs)

What we offer

• High-ownership role shaping CS in Italy
• Remote-first flexibility
• KPI-linked bonus; budget for tools and continuous learning
• Collaboration with international teams and a clear growth path