Team Leader - Account Managers (Customer Success)

Alfadocs is a SaaS platform for dental practices. Account Managers are our growth catalysts: each owns a portfolio of ~500 practices, acting as their main point of contact and driving revenue growth through upsell/upgrade, retention, and qualified referrals — all executed through our WIN Framework (Buyer-centric way of selling + diagnostic selling).

The Team Leader leads this team. This is a player-coach leadership role: you own the team’s commercial results, raise execution quality call by call, and keep the AM motion tightly aligned with the rest of Customer Success (CSMs, Onboarding, Support).

Key Responsabilities

Coach and mentor the team. Run regular call reviews using the Gong WIN Framework scorecard (Diagnosis, CODN, Solution Fit, Negotiation, Objection Handling, Close). Develop each AM’s buyer-centric-selling, objection-handling, and referral-generation skills through structured 1:1s and feedback loops.

Drive performance management. Set clear expectations and help every AM reach their full potential. Spot development needs early and turn them into structured, time-bound growth plans with concrete targets, hands-on support, and regular checkpoints — so that progress is visible and every team member has a path to success.

Own the team KPIs end to end. Full accountability for the team’s commercial results (see below), including forecasting, smart-list/portfolio prioritisation, and corrective action when targets drift.

Drive full alignment with peers. Keep the AM motion in sync with CSMs, Onboarding, and Support — clean handoffs, shared context in HubSpot, and a seamless customer experience across the journey.

Requirements

Experience leading or mentoring a sales / account management / customer success team, ideally in B2B SaaS.

A track record of owning revenue KPIs (expansion, retention, NRR).

Strong coaching instincts and comfort giving direct, structured feedback — including managing underperformance.

Fluency in value-based / consultative selling and objection handling.

Confident with CRM-driven workflows (HubSpot) and call-coaching tools (Gong).

Italian and English.

Administrative Info:

Location: Milano, Italia (Via Eritrea n. 21, 20157 – Palazzo Tecniche Nuove)

Hybrid-setting: 2-3 days per week in the office

Contract: Every Alfa begins their journey with a fixed-term contract of 1 year with the aim of renewing to an indefinite term.

Equipment: laptop, phone, headphones, keyboard, mouse, and a dedicated office monitor.

Salary: 40K-40K + 15% bonus OTE

Working hours: Monday - Friday | 09:00 - 18:00 | 1-hour lunch break

Trial Period: 1 month

Start Date: September 2026

Benefits

Welfare bonus on a monthly basis

Bonus for paid English or German language courses.

Training courses, books, workshops, and team-building activities for personal and professional growth.

Partnership with Serenis (an online psychotherapy platform) - three sessions offered if needed.

Team Building Budget

Team Development Budget

Regular company reunions (yearly meetups, Christmas dinner)

Snacks and fruit are always available in the office, along with good beer at the end of the week.

Selection Process

HR (30 min)

Team Leader & Head of CS (60 min)

Team meeting (60 min)

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