Customer Success Manager (Remote from Italy)
We are looking for a Customer Success Manager in Italy. The role is a strategic and hands‑on opportunity to lead and scale a global customer experience function within a fast‑growing e‑commerce environment.
Accountabilities

Own and continuously improve the end‑to‑end customer experience, defining scalable customer success strategies aligned with business growth objectives.
Establish, track, and optimize KPIs, workflows, and team goals to drive customer satisfaction and operational excellence.
Build, manage, and mentor a high‑performing customer success function covering support, aftersales, and service coordination.
Enable consultative sales and client communications across email, SMS, and social platforms, supporting both direct and third‑party sales channels.
Oversee accurate quote and invoice creation, client onboarding, equipment setup, and coordination with technical service partners.
Lead customer communications related to shipping, damages, returns, and claims, ensuring fast, clear, and effective resolutions.
Identify recurring operational pain points and collaborate cross‑functionally to implement automation and process improvements.

Requirements

Minimum 5 years of experience in customer success, client operations, or a similar client‑facing role, with at least 2 years in a leadership capacity.
Strong background in e‑commerce operations, with hands‑on experience using platforms such as Shopify and QuickBooks preferred.
Excellent written and verbal communication skills, with the ability to manage complex customer interactions professionally.
Strong analytical, organizational, and problem‑solving skills, with high attention to detail.
Ability to manage multiple workflows, priorities, and stakeholders in a remote, fast‑paced environment.
Familiarity with professional coffee equipment or the specialty coffee industry is a strong advantage.

Benefits

Fully remote, flexible work environment with a globally distributed team.
Opportunity to lead a high‑impact function within a rapidly growing brand.
Collaborative and passionate culture focused on innovation and customer excellence.
Exposure to international customers and cross‑functional business operations.

We appreciate your interest and wish you the best!
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