ppWe'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 /brpYour mission is to turn Customer Experience into a competitive advantage and a revenue driver. /p /brpYou will own: /p /brulliRetention /liliCustomer satisfaction /liliExpansion (upsell cross-sell) /liliSupport efficiency at scale /li /ul /brpWhat you'll do - Build scale the function /p /brulliOwn the end-to-end Customer Experience strategy /liliStructure and scale Customer Success and Support from the ground up /liliDesign processes that work at 10x scale, not just today /liliAI Driven - bring innovation and change /li /ul /brpBe extremely data-driven /p /brulliDefine and own key metrics: churn, NPS, SLA, retention, expansion /liliIdentify patterns, bottlenecks, and opportunities /liliMake decisions based on data, not opinions /li /ul /brpFix what's broken /p /brulliDeep-dive into customer issues and solve root causes /liliContinuously improve support quality and speed /liliBuild systems,



not patches /li /ul /brpDrive revenue from existing customers /p /brulliIdentify and unlock upsell and cross-sell opportunities /liliWork closely with Sales to build a strong expansion motion /liliTurn Customer Success into a revenue-generating function /liliBe the voice of the customer /liliWork closely with Product and Tech /liliTranslate customer pain into product improvements /liliPush for better product decisions /li /ul /brpWho you are /p /brp5-8+ years of experience in Customer Success / CX / Support in SaaS or fintech /p /brpalready built or scaled a CX function, not just operated in one /p /brphighly analytical: you think in metrics, not opinions /p /brpstrategic but extremely hands-on /p /brpcomfortable with ambiguity, speed, and ownership /p /brpYou care deeply about building things that scale /p /brpOffice: Milano. /p /p #J-18808-Ljbffr

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