Account Manager / Customer Success Manager (Italy)

YouHodler · Italia, Italia ·

Descrizione dell'offerta

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


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