Alfa Docs is a cloud-based practice-management platform for dental clinics, based in Milan. We help dental practices run their day-to-day operations more efficiently, from scheduling and patient records to billing - and we're growing our customer base across Italy.
The Role
We're looking for a Customer Success / Account Manager to own the relationship with our existing dental-clinic clients after they go live on Alfa Docs. You'll be the client's main point of contact for retention, adoption, and after-sales support, and you'll drive upsell and expansion opportunities across your book of accounts, directly contributing to net revenue retention.
What you'll do
Own a portfolio of existing dental-clinic client relationships end-to-end, from onboarding handover through the full customer lifecycle. Drive product adoption so clients get real value from Alfa Docs, reducing churn risk. Run regular check-ins and business reviews to understand client needs and surface expansion opportunities. Identify and close upsell/cross-sell opportunities (additional modules, seats, services),



owning net revenue retention for your accounts.
Handle after-sales questions and escalations, coordinating with product/support as needed to resolve issues quickly. Track account health, renewal risk, and expansion pipeline, and report on it internally. What we're looking for 5+ years of relevant B2 B experience in customer success, account management, or client-facing commercial roles. Stable tenure at previous employers - we value people who commit and grow within a role. Proven ability to manage a portfolio of accounts, drive retention, and identify/close upsell opportunities.
Comfortable owning commercial conversations (renewals, upsell, pricing) with clients directly. Native or fluent Italian (mandatory); English is a plus. Background in a larger company is welcome - what matters most is a strong account-management track record; B2 C-only experience is not a fit for this role.
Nice to have
Exper

📌 Customer success (Milano)
🏢 TechTree
📍 Milano