Mission

As Customer Success Manager for Italy & Spain, you are the trusted partner of our Italian and Spanish customers and the voice of the customer within Synertrade.

Your mission is to ensure satisfaction, maximize adoption, and secure renewals while driving growth through additional licenses and professional services across both markets.

You will work closely with the Head of Service Italy & Spain, Head of Delivery, and Functional, BI, and Integration Leads to guarantee a seamless customer experience — from implementation to continuous value realization. Key Responsibilities

1.

Account

Ownership & Relationship Management

- Act as the primary contact for Italian and Spanish customers after go-live.
- Build long-term, trust-based relationships with procurement and IT leaders across both markets.
- Lead regular success reviews and quarterly business reviews (QBRs) to assess satisfaction and identify improvement opportunities.
- Renewal & Upsell Management
- Anticipate contract renewals by monitoring adoption, satisfaction, and business impact across the Italian and Spanish customer base.
- Identify upsell or cross-sell opportunities (additional modules, user licenses, or services) aligned with each customer's digital roadmap.
- Log and track all renewal and expansion opportunities in Zoho CRM, coordinating pricing and validation with the DCO and Head of Service. 3.

Churn

Prevention & Customer Health

- Monitor customer health indicators (usage, ticket trends, satisfaction surveys) across both markets.
- Detect at-risk accounts early and coordinate recovery actions with the Head of Service and Delivery teams.
- Escalate critical situations to the DCO when revenue or reputation is at stake. 4.

Customer

Advocacy & Value Realization





- Capture feedback from Italian and Spanish customers and channel it internally to Product and Delivery teams.
- Promote best practices and success stories across the Italian and Spanish portfolio.
- Demonstrate tangible ROI through usage analysis and KPI follow-up.
- Cross-Functional Collaboration
- Partner with the Head of Service Italy & Spain to align on local projects, service offers, and escalations.
- Work with Project Managers and Consultants to ensure strong delivery-to-success transitions.
- Contribute to internal governance routines (weekly operations coordination, monthly management reviews, QBRs). Profile & Requirements Education & Experience
- Master's degree in Business, Procurement, or IT (or equivalent).
- 5–8 years of experience in Customer Success, Account Management, or Consulting within a B2B SaaS or

Procurement/Source-to-Pay environment.

- Experience managing enterprise accounts in Italy and/or Spain, ideally with international coordination.

Skills & Competencies

- Solid understanding of procurement processes and digital transformation.
- Excellent communication, negotiation, and relationship-building skills.
- Analytical and data-driven mindset.
- Fully bilingual in Italian and Spanish (native or near-native fluency in both, mandatory), plus fluent English.
- Familiarity with CRM tools (Zoho CRM a plus) and collaborative project environments. Personality & Values
- Customer-oriented, structured, and proactive.
- Able to influence without authority and manage complex organizations.
- Team player comfortable in a multicultural, matrix environment.

Key Success

Metrics

- License Renewal Rate
- Upsell / Expansion Revenue
- Customer Health Score
- Churn Rate
- NPS / CSAT evolution

📌 Customer Success Manager – Italy & Spain (España)
🏢 Synertrade
📍 España