Customer Success Manager

You will play a crucial role in supporting FirstIgnite's expanding portfolio of university clients in the EMEA region as a Customer Success Manager (CSM). Your responsibilities will include onboarding new clients, providing tailored training and ongoing support, serving as the main point of contact for client interactions, identifying renewal and upsell opportunities, developing region-specific documentation, and relaying customer insights to inform platform enhancements. Key Responsibilities: - Lead onboarding for new university clients, ensuring a smooth transition from Sales. - Deliver customized training, platform walkthroughs, and continuous support based on client requirements. - Act as the primary contact for your client portfolio to drive engagement and satisfaction. - Collaborate with the Sales team to identify renewal and upsell opportunities. - Create EMEA-specific documentation, playbooks, and best practices. - Gather and communicate customer insights to the Product team for platform improvements. - Attend occasional on-site client meetings, workshops, or conferences as necessary. Qualifications Required: - Fluent in Italian and English languages. - 24 years of experience in Customer Success, Account Management, or client-facing SaaS roles. - Excellent communication, relationship-building, and problem-solving abilities. - Proven track record of success in remote work within a fast-paced startup environment. - Experience in supporting universities or research organizations is advantageous. - Proficiency in CRM and customer success tools with the ability to manage KPIs and customer data. About FirstIgnite: FirstIgnite is dedicated to developing top-notch software that facilitates the connection between scientific research and industry partners to accelerate commercialization and innovation. They provide tools that simplify complex science and identify real partnership opportunities for universities, national labs, and research hospitals globally. You will play a crucial role in supporting FirstIgnite's expanding portfolio of university clients in the EMEA region as a Customer Success Manager (CSM). Your responsibilities will include onboarding new clients, providing tailored training and ongoing support, serving as the main point of contact for client interactions, identifying renewal and upsell opportunities, developing region-specific documentation, and relaying customer insights to inform platform enhancements. Key Responsibilities: - Lead onboarding for new university clients, ensuring a smooth transition from Sales. - Deliver customized training, platform walkthroughs, and continuous support based on client requirements. - Act as the primary contact for your client portfolio to drive engagement and satisfaction. - Collaborate with the Sales team to identify renewal and upsell opportunities. - Create EMEA-specific documentation, playbooks, and best practices. - Gather and communicate customer insights to the Product team for platform improvements. - Attend occasional on-site client meetings, workshops, or conferences as necessary. Qualifications Required: - Fluent in Italian and English languages. - 24 years of experience in Customer Success, Account Management, or client-facing SaaS roles. - Excellent communication, relationship-building, and problem-solving abilities. - Proven track record of success in remote work within a fast-paced startup environment. - Experience in supporting universities or research organizations is advantageous. - Proficiency in CRM and customer success tools with the ability to manage KPIs and customer data. About FirstIgnite: FirstIgnite is dedicated to developing top-notch software that facilitates the connection between scientific research and industry partners to accelerate commercialization and innovation. They provide tools that simplify complex science and identify real partnership opportunities for universities, national labs, and research hospitals globally.