Customer Success Team Lead Firenze

Customer Success Team Lead
Firenze
Toscana, Firenze

About us

We are a **SaaS company** born in Florence, Italy in 2016 with the mission of simplifying the way people ship, track and return their e-commerce orders by creating a technological layer capable of handling the complexity of Shipping & Logistics.

We are an international scale-up where people from different countries, cultures and languages work together every day to deliver innovation.

This is reflected in every product we build but also in the attention and care for the people that are working in our company.

We are currently scaling our business leveraging our technology, our team and our international culture.

We are 80+ people in Europe and we have recently raised Series A funding from US investors, fueling our objectives.

It is now time to grow even more and increase our talented tech team with engineers that want to contribute to the development of our products.

**Who are we looking for

We are looking for a Customer Success Team Lead.

The Customer Success Team Lead is responsible for assessing the Customer Success Team needs, identifying new challenges, and guiding new initiatives.

They are supposed to lead by example, but be able to delegate tasks in order to empower each team member to be autonomous.

The Team lead is in charge of spreading expertise by nurturing the team members' strengths and identifying areas of improvement, by providing constructive feedback and effective coaching.

They represent and advocate for the company goals, driving recurring revenue growth and all-around customer experience and a company-wide culture of customer success.

**What you will do**:

- Hire, onboard, and mentor new team members within the Customer Success function, including project management, implementation and success management.

- Work closely in partnership with other team leads, in particular with from Customer Support and Product Management, ensuring positive collaborations across all ways of working; Prioritise strategic alignments by coordinating alignments and ensuring visibility.

- Deliver world-class customer success processes, for both SMB and Enterprise customers from a scalable standpoint.

- Facilitate goal setting and execution of critical projects within Customer Success, balancing quality/costs/impact and risk compliance to ensure an outcome that maximizes investments and talent.

- Oversee and drive accountability over weekly/monthly/quarterly/annual planning, including budget & headcount; Drives the same planned organization within the team and each team member's activity.

- Provides continuous feedback to sales, product, and engineering teams; Leads post-sales engagements

- Ensures overall success metrics to include: health score, retention, renewals and MRR expansion/growth.

**What you will bring to the table**:

- At least 5 years managing a Customer Success team in a **software company (SaaS)

- Past experience working in a rapidly scaling organization, evolving processes in tandem with the growth and shifting business needs as necessary

- Data driven and analytical mindset; ability to effectively influence and communicate cross-functionally; very sales oriented

- Creative problem-solving abilities; strong operational acumen with a focus on building scalable processes and team

- Focus on results, not obstacles

- Excellent interpersonal, customer service, and communication skills

- Relationship-building capabilities, to earn trust and confidence in cross-teams

- Italian and English proficiency

- Tools: HubSpot, Jira, Metabase, Google suite

**About the hiring process**:

Usually, the first one is with our Talent Acquisition Specialist to get to know each other.

The following steps are more technical and they can include a business challenge.

Don't worry, we will share with you all the information you need to succeed!

**What we can offer**:

**Remote working options.

** We are happy to welcome every new member into our state-of-the-art (literally!)

office in Florence, however we are also a modern and agile company, and are open to full or partial remote working where possible

**No clocking in/out.

** We don't believe in micromanaging and our working relationships are based on mutual trust, that's why we don't require our team to clock in and out of work.

Of course, this trust relationship works both ways!

**Work alongside an ambitious and supportive team.

**We are growing fast and no two days look the same at ShippyPro, but one thing never changes: your colleagues are always there to support you and to bounce off ideas!

**Growth and learning opportunities.

** We believe that in order to grow as a company, our team also needs to continue learning and developing.

Did you know that we have a growing Library in our office and you can borrow as many books as you like?

**Meal pearks**: Whether you are working from home, from the office or from wherever you want, you can enjoy your meal voucher everyday.

Getting hungry?

**Free coffee policy.

** We are an internat