Customer Success Manager

Job description

The role At Mia-Platform, we build cutting-edge software that empowers enterprises to accelerate their digital transformation and master platform engineering. As a Customer Success Manager (CSM), you will be the trusted advisor and strategic partner to our large enterprise clients. Your mission is to drive deep software adoption, maximize client ROI, and ensure long-term satisfaction. Acting as the critical bridge between our clients' business leaders and our internal Product and Technical teams, you will champion the voice of the customer and ensure mutual, scalable growth. Responsibilities will include Cultivate Trusted Partnerships: develop and sustain deep, long-lasting relationships with key stakeholders and decision-makers within enterprise client organizations. Value Realization: deeply understand each client's unique business goals, technical challenges, and strategic objectives to deliver tailored enablement paths. Drive Adoption Strategies: collaborate with clients to build and execute comprehensive adoption frameworks, ensuring they derive maximum value from Mia-Platform’s ecosystem. Proactive Expansion: identify strategic upsell and cross-sell opportunities that align with the client’s evolving digital roadmap. Partner closely with Sales and Account Management to drive expansion revenue. Mitigate Churn: proactively identify and resolve adoption roadblocks, turning technical or organizational challenges into opportunities for growth. Product Evangelism: keep clients educated and excited about the Mia-Platform roadmap, proactively introducing new features, product updates, and industry best practices. Cross-Functional Collaboration: act as the primary advocate for client feedback internally, working alongside Product, Support, and Technical Delivery teams to ensure swift resolution of complex issues and align product evolution with market needs. Data-Driven Decisions: analyze usage data, health scores, and customer feedback to derive actionable insights, delivering regular Business Reviews (QBRs) to showcase measurable ROI. Bachelor’s degree in Business, Computer Science, Engineering, or a related field. Proven track success as a Customer Success Manager, Account Manager, Product Owner, or Technical Consultant within a B2B SaaS, Cloud, or enterprise software environment. Strong foundational understanding of the software industry, modern architectures (e.g., APIs, microservices, cloud-native), or platform engineering concepts. Ability to spot revenue opportunities and navigate complex enterprise procurement and expansion cycles. Stellar presentation, negotiation, and interpersonal skills, with the ability to confidently engage both technical teams and C-level executives. Strong problem-solving abilities with a data-driven mindset to analyze metrics and turn them into strategic customer initiatives. A true Agile enthusiast who thrives in fast-paced, collaborative, and evolving tech environments. Superior project management skills with the ability to juggle multiple enterprise accounts without dropping 🌟 Why Mia-Platform? Born with a startup spirit, Mia-Platform is a fast-growing tech product company where innovation, continuous learning, and high performance drive everything we do. We tackle ambitious technical challenges, work hard, and evolve quickly - all while building a human-centric, generative, and fun environment. Our culture is built on Better Development - and that applies to our people just as much as our software. Here is a glimpse of what everyday life looks like when you join us: 💼 Total Compensation We offer a comprehensive Total Compensation package: a competitive base salary, incentives tied to individual and team performance, and complete employee benefits. National Bargain Agreement: Terziario, Commercio Total Package: between €45.000 and €60.000 (comprising base salary and performance-based variable bonuses) Meal vouchers worth €7.00/working day Health Insurance Pension Plan Access to dedicated corporate discounts and promo codes for various services, products, and travel 💻 Smart hybrid work (50/50) We believe in the power of in-person collaboration combined with remote autonomy, working on a standard 50% office/50% remote baseline. Seasonal full-remote: during peak summer and year-end holidays, we switch to 100% full-remote. HQ experience: our Milan HQ is built to help you focus and collaborate seamlessly, while making space for fun. You’ll find great workstations alongside areas to unwind and play (ping-pong, games, and dedicated lounge areas), two fully stocked kitchens with free snacks and drinks, a rooftop terrace, and beer on tap after 6:30 PM! 🌱 Growth, Learning & Tech Community We invest in your continuous evolution through structured career paths, training courses, certifications, and direct access to the Mia-Platform learning hub and our company library (both physical in our Milan office and digital). We actively nurture the tech community, hosting local meetups like Master the Vibe. 🎉 Celebrate everything & Big events We take our core value Have Fun very seriously. Every area has a dedicated budget to celebrate milestones and organize Team Building activities during work hours. You’ll also take part in iconic internal events like Platmosphere, annual Kick-Offs, epic Summer and Winter parties, monthly breakfasts, and receive a premium Welcome Kit on your Day 1! 🌈 Diversity, Community & Planet We turn our values into daily concrete actions. We organize high-level DE&I talks where family and friends are always welcome to join, and actively align our processes with official gender equality standards. Plus, we love the planet: we ban single-use plastic, minimize waste, and make our major corporate events Carbon Neutral.