p 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. p Your mission is to turn Customer Experience into a competitive advantage and a revenue driver. /pp You will own: /pulli Retention /lili Customer satisfaction /lili Expansion (upsell cross-sell) /lili Support efficiency at scale /li /ulp Legga la panoramica di questa possibilità per capire quali competenze sono richieste, incluse le soft skill pertinenti e la padronanza di pacchetti software. brp What you’ll do - Build scale the function /pulli Own the end-to-end Customer Experience strategy /lili Structure and scale Customer Success and Support from the ground up /lili Design processes that work at 10x scale, not just today /lili AI Driven - bring innovation and change /li /ulp Be extremely data-driven /pulli Define and own key metrics: churn, NPS, SLA, retention, expansion /lili Identify patterns, bottlenecks, and opportunities /lili Make decisions based on data, not opinions /li /ulp Fix what’s broken /pulli Deep-dive into customer issues and solve root causes /lili Continuously improve support quality and speed /lili Build systems,



not patches /li /ulp Drive revenue from existing customers /pulli Identify and unlock upsell and cross-sell opportunities /lili Work closely with Sales to build a strong expansion motion /lili Turn Customer Success into a revenue-generating function /lili Be the voice of the customer /lili Work closely with Product and Tech /lili Translate customer pain into product improvements /lili Push for better product decisions /li /ul p Who you are /pp5–8+ years of experience in Customer Success / CX / Support in SaaS or fintech /pp already built or scaled a CX function, not just operated in one /pp highly analytical: you think in metrics, not opinions /pp strategic but extremely hands-on /pp comfortable with ambiguity, speed, and ownership /pp You care deeply about building things that scale /pp Office: Milano. xrdbqlu /p p Società di ricerca e selezione del personale accreditata presso Min.Lav. Aut. Min. N. del 26 Aprile 2022. KeyPartners Italy S.r.l. tratta i dati dei soggetti interessati nel rispetto della normativa sulla privacy. Si invitano gli interessati – prima di fornire propri dati personali – a consultare l’Informativa sulla privacy ex art. 13 e 14 GDPR /p /p /p

📌 Head of Customer Success (Milano)
🏢 KeyPartners
📍 Milano