Head of Customer Success

We’re hiring a Head of Customer Experience to build and scale our Customer Success and Customer Support functions. This is a core business role.

Your mission is to turn Customer Experience into a competitive advantage and a revenue driver.

You will own:

• Retention
• Customer satisfaction
• Expansion (upsell & cross-sell)
• Support efficiency at scale

What you’ll do - Build & scale the function

• Own the end-to-end Customer Experience strategy
• Structure and scale Customer Success and Support from the ground up
• Design processes that work at 10x scale, not just today
• AI Driven - bring innovation and change

Be extremely data-driven

• Define and own key metrics: churn, NPS, SLA, retention, expansion
• Identify patterns, bottlenecks, and opportunities
• Make decisions based on data, not opinions

Fix what’s broken

• Deep-dive into customer issues and solve root causes
• Continuously improve support quality and speed
• Build systems, not patches

Drive revenue from existing customers

• Identify and unlock upsell and cross-sell opportunities
• Work closely with Sales to build a strong expansion motion
• Turn Customer Success into a revenue-generating function
• Be the voice of the customer
• Work closely with Product and Tech
• Translate customer pain into product improvements
• Push for better product decisions

Who you are

5–8+ years of experience in Customer Success / CX / Support in SaaS or fintech

already built or scaled a CX function, not just operated in one

highly analytical: you think in metrics, not opinions

strategic but extremely hands-on

comfortable with ambiguity, speed, and ownership

You care deeply about building things that scale

Office: Milano.