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. Società di ricerca e selezione del personale accreditata presso Min.Lav. Aut. Min. N. 0000045 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 https://www.key-partners.it/privacy-policy-candidates/

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